Incident Management Senior Associate

This role of Incident Management Senior Associate 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 crucial 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.

Key responsibilities of the role:

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

Key Behaviours and skills required to be successful in the role:

• Experience working in a regulated environment is crucial
• Self-starter, with the ability to work independently with minimal guidance
• 5+ years’ experience
• Experience working in a high-pressured, time-sensitive environment
• Strong interpersonal and stakeholder managing skills, with the ability to work cooperatively / in partnership internally and externally at all levels
• Highly organized, process oriented and analytical mentality 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 colleagues at the executive level
• Experience in the global index industry would be beneficial

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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