Senior Associate, Incident Oversight - 12 month FTC in London

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.

Key responsibilities of the role:

• Manage operational incidents in line with the Incident Management Protocol, coordinating the incident management process with the key stakeholders in the business and escalating issues, where required.
• 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, from a FTSE Russell business perspective, engagement with relevant regulators including the FCA and represent the FTSE Russell business during such engagement as required.
• Drive adherence to and compliance with Group policies.
• Perform analysis on past incidents to identify improvements and remediation plans to reduce operational risk.
• Support in the presentation of the incident and client complaints analysis 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.

Key Behaviours and skills required to be successful in the role:

• Experience working in a regulated environment.
• 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 to work cooperatively/in partnership internally and externally at all levels.
• Highly organized, process oriented and analytical mindset with strong ability to maintain delivery focus in complex environments.
• Excellent written and oral communication skills and ability to communicate at all levels to deliver goals with excellent attention to detail.
• Global role requiring excellent communication and partnership skills to influence a wide variety of stakeholders at the executive level.
• Experience in the global index industry would be beneficial.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.