Incident Management Senior Manager

London Stock Exchange Group•Charlotte, NC

62d

About The Position

This role of Incident Management Senior Manager 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.

Requirements

Experience working in a regulated environment is essential
Self-starter, with the ability to work independently with minimal guidance
10+ years' experience
Experience working in a high-pressured, time-sensitive environment
Strong interpersonal and collaborator managing skills, with the ability to work cooperatively / in partnership internally and externally at all levels
Highly organized, process oriented and analytical attitude 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 collaborators at the executive level

Nice To Haves

Experience in the global index industry would be beneficial

Responsibilities

Manage operational incidents in line with the Incident Management Policy and Procedure, coordinating the incident management process with the key collaborators 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 collaborators to ensure information is captured accurately.
Support client engagements in communicating the root cause of issues and remediation plans for preventing future re-occurrence.