Diligenta's vision is to be acknowledged as Best in‑class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.
Corporate Incident Team Manager
Summary of the role: There is a great opportunity for a Corporate Incidents Team Manager to join our Team! Working as part of the Corporate Incidents Management Team to effectively lead and manage a team working on Corporate Incidents for the Phoenix account. To provide clear direction for direct reports, working with them to translate the strategy of the Corporate Incidents department into clear action plans. Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership ‘Step’ Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.
Benefits
* 33 days including Bank Holidays
* Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
* Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
* Cycle to Work Scheme and interest free Season Ticket loans
* A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
* A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
* A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') and Group Income Protection
* Apply to find out about our other benefits
What you’ll be doing
* Management of a team of Incident Analysts, Business Analysts, Incident Technical Specialists and Incident Administrators who are managing a wide ranging and complex portfolio of CI’s
* Work closely with team members to deliver processes and identify process improvements, by understanding issues and making appropriate changes and recommendations
* KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted
* Appropriate CI solutions are agreed, providing input and direction as required
* Review of Impact Assessments and feedback provided
* Act as an effective escalation point for the team in the event of any blockers or uncertainty around appropriate solutions
* Management of internal Stakeholders and External third parties to provide the appropriate support to the Incident process
* Excellent quality maintained with the team through undertaking quality checking
* Communications with own team are effective, ensuring team members are aware of department progress, strategy and any process amendments or cascades
* Adequate processes, controls and systems are maintained to provide continuous monitoring of performance across the team
* Effective management of resources across the team, ensuring resourcing and cover is in place and highlighting any training and recruitment needs.
* Culture and behaviours developed and maintained within the department, ensuring that there is a high degree of customer awareness in the team at all times and that customer needs are understood and met
* Teams are coached, developed and managed to their full potential through regular performance and development sessions
* Positive relationship with Phoenix maintained through contact on individual CI’s as required, ensuring any actions coming out of this are completed in a timely fashion
* Client and internal MI fit for purpose, ensuring thorough review and inputting of commentary that an accurate position of CI progress is articulated.
* Understanding and compliance with FCA, money laundering, DPA and HMRC regulations, both personally and the wider team
* The role is part of the T & C and SM & CR regimes and therefore the appropriate exams need to be passed, and regime requirements met
What we’re looking for
* Communicates in a professional and positive manner within Diligenta and with customers and clients, verbally and in writing, using plain English and avoiding the use of jargon
* Has the ability to coach, challenge, involve and develop staff
* Strong analytical and decision‑making skills, with the ability to solve problems and identify opportunities for improvement
* Flexible approach to work / activities to ensure that deliverables are met
* Calm and measured when dealing with difficulties, problems and challenges
* Delivery focused and results orientated, able to effectively prioritise and execute tasks
* Proactive and able to work under own initiative
* Hands on experience of leading and managing teams in a medium sized Customer Services Operation function
* Sound technical and product knowledge from a Financial Services organisation, enabling the review of Impact Assessments to ensure appropriate solutions are being proposed
* Experience of performance managing teams in a commercial environment
* Understands and operates within the required regulatory environment
* At least 2 years’ experience of managing and completing operational planning for a team (Desirable)
* Able to demonstrate a track record of identifying opportunities for increased performance and driving these through to completion(Desirable)
Ifyouneedanyhelporadjustmentsforanystagewithintherecruitmentprocessduetohealth,disability,oranyotherreason,pleaseletusknow.
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