Incident Service Leader


Incident Service Leader



  • Full time
  • Permanent
  • Onsite working

Posted 2 days ago, 10 Jul | Get your application in today.

Closing date: Closing date not specified

job Ref: 111e7201178840b4b016d78f871cbe5e

Full Job Description

There is an excellent opportunity for an Incidents Service Leader to join our team in Edinburgh. In this role you will be working as a key part of the Corporate Incidents Senior Management Team to effectively manage the operational day to day activity across multi-site locations, along with oversight of our Offshore teams.,

  • Managing Incident Team Leaders and team members to deliver to agreed processes and identify process improvements, by understanding issues, making appropriate changes and recommendations.

  • Effectively managing resources across the department, planning short-, medium- and long-term resource requirements and ensuring that resulting training and recruitment needs are met.

  • Ensuring regulatory compliance in all we do and that Consumer Duty focus in embedded in our working practices.

  • Making sure communications with own team are effective, ensuring Team Leaders and team members are aware of department progress, strategy and any process amendments or cascades.

  • Delivering CI activity for new books of business migrating onto BaNCs, planning and integrating the work into the team.

    Proven relevant experience in Financial Services and Outsourcing.

  • Experience in client management in a commercially focussed environment,

  • 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.

  • Hands on experience of leading and managing teams in a medium sized Customer Services Operation function.

    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 £43434-£54293, 33 days including Bank Holidays.

  • Eligibility for an annual discretionary bonus scheme.

  • 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.