Senior Associate, Incident Oversight - 12 month FTC

This is a fixed term contract/secondment for an initial period of 12 months. This role of Incident Management Senior Associate is part of the Incident Management function within the first line Regulatory Framework, Governance & Risk Team at FTSE Russell. This role is responsible for assisting to manage, record and report on business issues, including incidents and client complaints, across our activities within the regulated business FTSE International Limited. The role reports into the Head of Incident Management and Operational Resilience.

The FTSE Russell business has seen significant expansion in its rich data sets and in its product offerings, especially within the sustainable investment market. These trends are expected to accelerate and present substantial global revenue opportunities. Achievement of medium/long term growth targets will depend on clear strategic alignment across 3 key deliverables; our data/information products and services, our client engagement models and our development path for new, enabling technologies; supported within a strong, scalable operational control framework. A strong quality and governance framework is seen as essential to the realization of the Division’s broader data opportunities.

This role will be responsible for ensuring the business operates in accordance with the relevant regulatory framework(s) and in compliance with its regulatory commitments in relation to management of incidents and client complaints. The role works closely with Compliance, Risk, Sales, Legal and Benchmark and Index Management leadership team.

• Lead operational incidents in line with the Incident Management Protocol, coordinating the incident management process with the key SME stakeholders across different groups within the business and engineering functions.
• Conduct thorough post-incident review to identify root causes of the incidents and remediation actions required to prevent future reoccurrence of the incidents, and track remediation actions.
• Support requests from relevant regulators including the FCA.
• Perform weekly review of incident tickets to ensure that these are correctly logged, have all fields correctly populated including root cause and work with SMEs in operations to correct where required (circa 20 tickets per week).
• Perform trend analysis on incidents and provide good visual charts and MI to review and identify improvements and remediation plans to reduce operational risk.
• Liaise with the required teams to execute those remediations.
• Support in the presentation of the incident to Governance Forums as required.
• Ensure post incident reviews are documented along with formal client statements, collaborating with stakeholders to ensure information is captured accurately.
• Support client engagements in communicating the root cause of issues and remediation plans for preventing future re-occurrence.

• Experience working in a regulated financial services environment (index provider (preferable), data vendor, asset manager or investment bank).
• Good knowledge of equity and fixed income products.
• Awareness of how index products function and their market usage.
• Self-starter, with the ability to work independently with minimal guidance.
• 5+ years experience.
• Experience working in a high-pressured, time-sensitive environment.
• Strong interpersonal and stakeholder managing skills, with the ability and confidence to liaise with and influence multiple stakeholder groups at all levels and lead and resolve incident calls.
• Highly organized, process oriented and analytical mindset with strong ability to maintain delivery focus in complex environments.
• Excellent written and oral communication skills with excellent attention to detail.
• Experience in the global index industry would be beneficial.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer.

We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.