Incident Resolution Manager - Wealth Manager

A leading UK wealth management firm is seeking a highly skilled and experienced Incident Resolution Lead to join their team. This firm is known for its strong client service, investment performance, and commitment to sustainability. With a strong local presence across the UK, the company is focused on providing high-quality financial planning advice and multi-asset investment services to both private clients and intermediaries.

As a forward-thinking organization, the firm is setting ambitious sustainability goals, including achieving Net Zero by 2030. They are also committed to responsible investment, offering dedicated services for clients with values-based objectives. This company values diversity, ambition, and collaboration. They are offering a flexible and inclusive work environment where employees are required to be in the office three days a week, with the flexibility to work from home on the other two days.

Role Overview:

The Incident Resolution Lead will play a crucial role in ensuring disruptions to business operations within the front office are efficiently identified, documented, and resolved. This role will involve root cause analysis, the implementation of preventative measures, and ensuring optimal outcomes for both clients and internal stakeholders.

Key Responsibilities:

• Incident Monitoring & Response: Respond to and manage incidents within the front office, ensuring timely and effective resolution of disruptions.
• Collaboration & Stakeholder Communication: Work closely with internal teams and stakeholders to manage and resolve incidents, providing regular updates and escalating when necessary.
• Incident Management Best Practices: Follow and enforce incident management procedures, ensuring compliance with internal policies and external standards.
• Root Cause Analysis & Process Improvement: Conduct post-incident reviews to identify root causes, implementing corrective actions to prevent future incidents.
• Ensure that incident resolutions meet service level agreements (SLAs) and quality standards.
• Documentation & Reporting: Ensure all incidents are properly documented, with actions taken and lessons learned clearly outlined. Produce performance reports to track metrics and trends, and present these findings to senior management.
• Training & Process Enhancement: Provide training to internal teams on incident management processes and tools. Identify opportunities to improve processes and implement best practices across the business.

Skills & Experience:

• Experience: Proven experience in incident management or a similar risk-related role, ideally within the wealth or asset management sector.
• Industry Knowledge: Strong understanding of investment products, including ISAs, Offshore Bonds, personal pensions, and various asset types (e.g., equities, funds, investment trusts).
• Risk Management Tools: Familiarity with risk management tools such as RiskSmart, aCCelerate, Metricstream, or Archer.
• Problem-Solving & Analytical Skills: Ability to conduct thorough root cause analysis and implement effective risk mitigation strategies.
• Communication: Strong verbal and written communication skills to convey complex information effectively to stakeholders.
• Leadership Under Pressure: Ability to lead and motivate teams during high-pressure situations, ensuring effective incident resolution.
• Organizational Skills: Exceptional organizational and multi-tasking skills, with the ability to prioritize and manage multiple incidents.