Incident Analyst

Role can be based remotely or at one of our office locations What we do is complex, so things do go wrong from time to time. When they do, it’s important we resolve issues quickly and effectively, ensuring customers get the right outcomes and we understand what happened and how we can reduce the chance of it happening again. You’ll need to be able to look at problems from a number of different angles and propose a way forward that balances the needs of all those involved. You will work with a small team of Incident Managers and Incident Analysts, supporting the day to day management of incidents, delivering customer remediation that fairly addresses poor customer outcomes as well as looking at root cause analysis and reporting. We’re looking for someone who can use their experience to support effective incident resolution and remediation, with a passion for doing the right thing for our customers and the ability to see incidents as opportunities to deliver improvements to the customer experience and our processes and controls. To be successful in this role, you’ll have a strong understanding of operational processes, risk management and incident response within a highly regulated environment. You’ll be a great communicator able to breakdown complex information to a level everyone understands, have excellent relationship building skills to collaborate across the business, and will be passionate about delivering great customer outcomes and cultivating efficiencies and opportunities. A bit about you Your friends would probably describe you as the questioning and creative one. You’ll enjoy generating robust and sustainable practices that enable us to deliver excellent customer experiences every day as well as a desire for continual learning and driving improvements across what we do. Constantly learning, being challenged, having your own chunk of responsibility and being trusted to make it happen describe, in a nutshell, the environment you really thrive in. You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone. This role is extremely varied, day to day you’ll spend your time:

• Supporting the management of operational incidents by maintaining accurate and comprehensive records of operational incidents, including detailed incident reports, post incident reviews, root cause analysis findings and remediation plans.
• Co-ordinating and issuing incident communications across the business during live incidents.
• Working closely with relevant stakeholders to implement remediation plans including communications with advisers, clients and other third parties.
• Documenting agreed remediation calculation approaches to ensure consistent decisions that provide fair customer outcomes.
• Providing accurate and insightful analysis and reporting of incident root cause to support senior management reporting and continuous improvement.
• Providing regular reporting highlighting incident and remediation trends, performance metrics and progress on remediation initiatives to support senior management reporting.
• Working with the Incident Management and Operational Resilience team to support delivery of incident response exercises.

We’ve always placed more importance on cultural contribution above technical ability, but we’d in this role really like you to have/be:

• Demonstrated ability to define approach/calculations for new and complex remediations.
• Skilled at analysing data and themes to provide insight and drive improvements.
• Proficient at using Excel pivot tables.
• Attention to detail and a commitment to maintaining accurate records and documentation.
• A learning aptitude towards emerging technology, establishing innovative ways to use tools available to you.
• Strong relationship building skills and collaboration experience with both internal and external stakeholders.
• The ability to communicate at all levels, translating technical to non-technical/business language, and making informed decisions.
• The ability to work under pressure with minimal supervision.
• A strong team player who is approachable, helpful and willing to go the extra mile and enjoys collaborating with others.

A little about us  We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.  Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.  Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.  Inclusion and diversity at Nucleus  As with most things in life, who cares, wins. We really care about inclusion.  For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.  More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.  At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options. 

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