Responsibilities

• Manage and prioritize incidents, ensuring timely resolution and preparation of bi-weekly incident reports to reduce business impact.
• Lead end-to-end incident and production defect resolution across business and technology teams.
• Coordinate root cause analysis and define both immediate fixes and long-term corrective actions.
• Assess business impact and partner with Operations and IT teams on remediation plans.
• Drive interim solutions and workarounds to minimize service disruption before permanent fixes are delivered.
• Oversee quality control activities for incident fixes, including RCA validation, testing reviews, and implementation verification.
• Facilitate incident governance meetings and provide regular updates to key stakeholders.
• Manage customer and agent remediation activities, including incident communications where required.
• Escalate critical incidents to senior management, risk, and compliance teams as appropriate.
• Identify process improvement opportunities and lead enhancements to strengthen operational efficiency and data quality.
• Ensure compliance with regulatory requirements and reporting obligations, including Levy, CRS, FATCA, and data retention.
• Gather operational challenges and business needs, influencing stakeholders to drive sustainable solutions.
• Support and mentor team members while fostering collaboration, accountability, and continuous improvement.