Incident Analyst
Role Overview
Support day-to-day incident management, customer remediation, root-cause analysis and reporting.
Help resolve incidents effectively, address poor customer outcomes fairly and reduce the chance of recurrence.
The role sits in a small team of Incident Managers and Incident Analysts.
Key Skills for This Role
Full Job Posting
Work location
- The role can be based remotely or at one of the employer's office locations.
Role overview
Support day-to-day incident management, customer remediation, root-cause analysis and reporting.
Help resolve incidents effectively, address poor customer outcomes fairly and reduce the chance of recurrence.
The role sits in a small team of Incident Managers and Incident Analysts.
Key responsibilities
- Maintain detailed incident records, reports, post-incident reviews, root-cause findings and remediation plans.
- Coordinate incident communications across the business during live incidents.
- Work with stakeholders to implement remediation plans and communicate with advisers, clients and third parties.
- Document remediation calculation approaches to support consistent and fair customer outcomes.
- Analyse root causes and report insights to support senior management and continuous improvement.
- Report trends, performance metrics and progress on remediation initiatives.
- Support incident response exercises with the Incident Management and Operational Resilience team.
Skills and experience
- Strong understanding of operational processes, risk management and incident response in a highly regulated environment.
- Ability to define approaches and calculations for new and complex remediations.
- Analytical ability to identify themes and generate improvement insight; proficiency with Excel pivot tables.
- Attention to detail and commitment to accurate records and documentation.
- Strong stakeholder relationships, collaboration and communication skills, including translating technical information for business audiences.
- Ability to make informed decisions, work under pressure with minimal supervision, and learn about emerging technology.
About the employer
Nucleus Financial Platforms helps make retirement more rewarding and supports advisers and customers.
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