Incident Management Manager

As the Incident Management Manager, you will be reporting directly into the Service and Incident Management Senior Manager.

This team will engage with the Service Management Team; who acts as the face and voice of the client internally within the operations, whilst also being the voice of operations to the Front Office, and the Data Control Team; who have been designed to buildon our foundation to significantly improve the service we offer our clients to achieve more as an Operations Team.

As Manager, you will be responsible for managing the Incident Management Team, which involves direct line management.

You will be responsible for supporting the oversight of the Incident Management Framework for Operations and proactively supporting the resolution of Operations related Risk Events. As well as actively promoting the Data Control role.

RESPONSIBILITIES
- Review and triage Ops Risk Events to ensure level of information detailed is sufficient for the Risk Event raised.
- Monitor and challenge Risk Events SLAs.
- Support the co-ordination of Risk Event resolutions where it requires multiple teams input.
- Collaboratively work alongside the Service Management Team to identify/support root cause analysis and remediation of issues, incidents and escalation.
- Support and monitor Service Improvement Plans for delivery and effectiveness.
- Support Ops Service Managers with accurately recording and monitoring their RCSA and challenging their RAG ratings based on Service and Incident events raised.
- Challenge whether a strong culture of risk management is embedded across the Operations Team, aligned with Purpose, Vision and Values of the Company.
- Produce Incident Management Dashboards.
- Support Risk Event handling training to Ops.
- Hold regular meetings with Stakeholders to discuss Incident Management SLAs/KPIs, trends and queries.
- Alongside the Service Management Team, support the definition and delivery of projects into operations that improve the service and incident management outcomes.
- Engage with Data Control, IT, and FOS, where necessary, to support the resolution of Ops related Risk Events.
- Provide insight and MI to the Process Improvement Forum of any significant Incident related items.
- Alongside the Service Management Team, support the service owners with their establishment of Service Management standards within Operations, driving forward best practice.
- Effectively manage, develop, and train the Incident Management Team.
- Ensure that all processes used by the Incident Management Team are thoroughly documented, consistently audited, and regularly improved.
- Ad hoc project/processes, as define by your line manager.
- The role will require regular interaction with Front Office, Operations and other stakeholders.
- Demonstrate an understanding of and compliance with regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.

WE WOULD LOVE TO HEAR FROM YOU/ PLEASE APPLY IF:

- Previous experience of operational processes in wealth manager or private client asset management.
- Strong understanding of operational risk management
- Strong stakeholder management skills.
- Able to challenge current processes within the operations area and provide solutions and efficiencies.
- Strong communication skills (written, verbal, oral, informal, formal), including the ability to be influential and persuasive with key stakeholders.
- Team player willing to respond to varied requests.
- Accuracy and attention to detail.
- Ability to work unsupervised at times.
- IOC Operational Risk unit would be beneficial