Corporate Incident Team Leader

Location: Edinburgh

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the Role

We have an exciting opportunity for someone to join our Corporate Incidents Team in Edinburgh as an Incident Team Leader.

You will be working as part of the Corporate Incidents Management Team to effectively lead and manage a team working on Corporate Incidents for the Phoenix account. You will also provide clear direction for direct reports, working with them to translate the strategy of the Corporate Incidents department into clear action plans.

What You'll Be Doing:

• Managing a team of Incident Analysts, Business Analysts, Incident Technical Specialists and Incident Administrators who are managing a wide ranging and complex portfolio of CI's
• Ensuring KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted
• Acting Act as an effective escalation point for the team in the event of any blockers or uncertainty around appropriate solutions.
• Ensuring Teams are coached, developed and managed to their full potential through regular performance and development sessions
• Work closely with team members to deliver processes and identify process improvements, by understanding issues and making appropriate changes and recommendations

Job Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection

What we're looking for:

• Hands on experience of leading and managing teams in a medium sized Customer Services Operation function.
• Ability to coach, challenge, involve and develop staff.
• Experience of performance managing teams in a commercial environment.
• At least 2 years' experience of managing and completing operational planning for a team.
• Strong analytical and decision-making skills, with the ability to solve problems and identify opportunities for improvement
• In-depth technical and product knowledge gained from working in a Financial Services organisation