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- Tasks: Manage daily incident resolutions and ensure smooth business operations.
- Company: Join a leading firm in wealth and asset management based in London.
- Benefits: Enjoy competitive salary, flexible working options, and professional development opportunities.
- Why this job: Be part of a dynamic team that values innovation and problem-solving.
- Qualifications: Experience in incident management or risk roles is essential; strong communication skills are a must.
- Other info: This is a fixed-term contract for 12 months with potential for growth.
The predicted salary is between 36000 - 60000 £ per year.
The Incident Resolution Specialist is responsible for owning the day-to-day incident resolution management process ensuring that disruptions to business operations are identified, recorded and resolved efficiently and effectively. This includes conducting root cause analysis and delivering the implementation of preventative measures leading to best-in-class client and stakeholder outcomes.
Role Responsibilities:
- Monitor and respond to front office incidents reported by users, systems, or automated tools.
- Demonstrate subject matter expertise when dealing with the resolution of front office incidents, ensuring timely and effective resolution of disruptions and identifying key elements that require redress.
- Collaborate with front office teams and other internal stakeholders to resolve incidents, prioritising own workload according to the severity and urgency of the incidents.
- Follow the established incident management procedures and best practices and ensure compliance with policies and standards.
- Maintain clear and consistent communication with stakeholders during incidents, providing regular updates on status and resolution efforts, and escalating accordingly.
- Utilise the company’s Governance, Risk and Compliance (GRC) Tools to document, track progress, manage risks associated with front office operations, and identify trends and patterns.
- Conduct post-incident reviews to identify root causes and implement corrective actions to prevent recurrence, ensuring that the incident resolution meets at a minimum the agreed service level agreements and quality standards, and verifying the satisfaction of the end users and stakeholders.
- Ensure all incidents are properly documented, including actions taken and lessons learned.
- Identify opportunities for process improvements within all areas of the business and provide detailed feedback on incidents and common themes of failure to the Incident Resolution Lead.
- Assist the Incident Resolution Lead to drive forward business process improvements.
- Provide training and guidance to front office staff on incident management processes and tools.
- Perform role always ensuring adherence to the expected behaviours stated in the FCA Conduct Rules.
Knowledge, Skills and Experience:
- Experience in incident management or a similar oversight or risk role within the wealth or asset management sector.
- Knowledge and understanding of investment product types managed by investment management firms including General Investment Accounts, ISAs, Offshore Bonds, personal and group pension products as well as knowledge of assets held (e.g. equities, funds, investment trusts, bonds).
- Proven ability to manage and resolve incidents effectively, demonstrating ownership with clear decision making.
- Analytical approach to problem solving and ability to identify, present and mitigate areas of risk or operational underperformance.
- Excellent verbal and written communication skills to effectively convey complex information to stakeholders.
- Demonstrable organisational skills to manage multiple incidents and priorities simultaneously.
Incident Resolution Specialist (FTC) employer: LGBT Great
Contact Detail:
LGBT Great Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Resolution Specialist (FTC)
✨Tip Number 1
Familiarise yourself with incident management frameworks and best practices. Understanding methodologies like ITIL can give you an edge, as it shows your commitment to effective incident resolution.
✨Tip Number 2
Network with professionals in the wealth and asset management sector. Attend industry events or join relevant online forums to connect with others who can provide insights into the role and potentially refer you.
✨Tip Number 3
Prepare for potential scenario-based questions during interviews. Think about past incidents you've managed, how you resolved them, and what you learned, as this will demonstrate your analytical skills and problem-solving abilities.
✨Tip Number 4
Showcase your communication skills by practising how to explain complex information clearly. Being able to convey technical details to non-technical stakeholders is crucial in this role, so consider mock interviews to refine this skill.
We think you need these skills to ace Incident Resolution Specialist (FTC)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management or similar roles. Emphasise your analytical skills and any specific knowledge of investment products, as these are crucial for the Incident Resolution Specialist position.
Craft a Compelling Cover Letter: In your cover letter, explain why you are interested in the role and how your background aligns with the responsibilities outlined in the job description. Mention your experience with root cause analysis and your ability to communicate effectively with stakeholders.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your analytical approach to problem-solving. Highlight instances where you successfully managed incidents and implemented preventative measures to improve processes.
Follow Application Instructions: Ensure you carefully follow all application instructions provided by the company. This includes submitting all required documents and adhering to any specified formats or guidelines to make a strong impression.
How to prepare for a job interview at LGBT Great
✨Show Your Incident Management Expertise
Make sure to highlight your experience in incident management or similar roles. Be prepared to discuss specific incidents you've managed, the challenges you faced, and how you resolved them. This will demonstrate your subject matter expertise and ability to handle disruptions effectively.
✨Communicate Clearly and Confidently
Since excellent communication skills are crucial for this role, practice articulating complex information clearly. During the interview, ensure you convey your thoughts in a structured manner, especially when discussing past incidents and their resolutions.
✨Demonstrate Analytical Problem-Solving Skills
Prepare to showcase your analytical approach to problem-solving. You might be asked to walk through a scenario where you had to identify root causes of an incident. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready to Discuss Process Improvements
Think about opportunities for process improvements you've identified in previous roles. Be ready to share examples of how you provided feedback on incidents and contributed to enhancing incident management processes. This shows your proactive mindset and commitment to continuous improvement.
