Corporate Incidents Manager

An exciting opportunity has arisen for a Corporate Incidents Manager to join the Share Services function at Diligenta.

You will play a crucial role in managing the Corporate Incident team with their operational day to day activity and strategic direction, across multi-site locations including our Offshore teams.

This is a technical role requiring a high level of business knowledge and the ability to translate this to provide clear direction for direct reports and their teams, working with them and our client to shape and translate the strategy of the Corporate Incidents department into clear action plans and liaise with clients through progress updates and governance meetings.,

• Working with Phoenix to implement strategy and deliver the desired customer outcomes.


• Direct management of Onshore teams (currently within Peterborough, Liverpool, Basingstoke ,

Glasgow & Edinburgh) and oversight of the CI Offshore teams, ensuring progression of work.

• Development of our Offshore capability and Target Operating model.


• Integration of new work into the team through migrations of further Phoenix Heritage books of


• Work effectively with Incident Service Leaders, Team Leaders and team members to deliver processes and identify process improvements, by understanding issues, making appropriate changes and recommendations.


• Ensure the right balance of cost effectiveness and customer outcomes is


• Ensuring KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted.


• Maintaining positive relationships with Phoenix through contact on individual CI's and leading client governance meetings, ensuring any actions coming out of this are completed in a timely fashion.


• Acting as an effective escalation point for the CI Team in the event of any blockers or uncertainty around appropriate solutions.


• Understanding and compliance with FCA, money laundering, DPA and HMRC regulations, both

personally and the wider team.


• 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.


• Proven relevant experience in Financial Services and Outsourcing.


• Hands on experience of leading and managing teams


• in a medium sized Customer Services Operation


• 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.
  
  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.
  
  Salary: From £57659-£72074, 33 days including Bank Holidays


• Eligibility for an annual discretionary bonus scheme


• Car Allowance


• Private Healthcare


• 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 & 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") & Group Income Protection