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Incident Management Specialist

2 months ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Full time

About Frasers Group

Frasers Group is a leading retail company that is redefining the industry through digital innovation and unique customer experiences. We serve our consumers with the world's best sports, premium, and luxury brands globally.

Our Purpose

We elevate the lives of many by providing access to the world's best brands and experiences. Our purpose is to deliver a positive colleague experience and make the most of it by immersing ourselves in delivering on our principles:

  • Think without limits - Think fast, think fearlessly, and take the team with you
  • Own it and back yourself - Own the basics, own your role, and own the results
  • Be relevant - Relevant to our people, our partners, and the planet

Job Description

The Incidents and Remediation Manager will act as the Incidents and Remediation SME, leading the end-to-end Operational Incident response effort and associated remediation activities. Key responsibilities include:

  • Manage the end-to-end Operational Incident journey from identification to remediation and closure
  • Act as a business SME for Operational Incidents and associated Remediation
  • Lead the effective and efficient delivery of all FGFS service communications
  • Lead, manage, and develop the performance and potential of the team
  • Provide accurate and appropriate MI and reporting to The Senior Incidents and Resilience Manager, wider business areas, and SLT/Forums etc. as appropriate
  • Ensure adherence to all governance, risk, and compliance standards across the team

Requirements

The ideal candidate will have:

  • Expert knowledge of Incident Management, Remediation, and Service Communications processes and protocols
  • Strong stakeholder management skills
  • Excellent communication and engagement skills
  • Strong experience of working and delivering in a regulated environment
  • Strong working knowledge of financial standards and guidelines and how they apply to incidents and remediation – e.g. FCA, TCF, Data Protection
  • Ability to prioritise and apply self-discipline to ensure optimum efficiency in performance and meet fast-paced and challenging deadlines and demands
  • Ability to make authoritative, appropriate, pragmatic decisions
  • Diligent with exceptional attention to detail
  • Knows when to delegate and when to escalate
  • Ability to foster strong working relationships across the business
  • Understand project protocols and discipline
  • Reporting – Appropriate pitch, accuracy, and level of information
  • Is analytical, pragmatic, and systematic in approach to problem-solving and maximising opportunities
  • Ability to manage conflict and knows when to escalate