Company DescriptionAt Frasers Group we're rethinking retail.
Through digital innovation and unique customer experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally.
As a leader in the industry, we're elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAMEFrasers Group Financial Services is the next chapter of elevation for the Frasers Group.We fear less and do more.
Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way.
The potential to elevate your career is massive, the experience unrivalled.Why join us?Our purpose – we are elevating the lives of the many with access to the world's best brands and experiences Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:Think without limits - Think fast, think fearlessly, and take the team with youOwn it and back yourself - Own the basics, own your role and own the resultsBe relevant - Relevant to our people, our partners and the planetAre you ready to join the Fearless?
Job Description The role of the Incidents and Remediation Manager is acting as the Incidents and Remediation SME, leading the end-to-end Operational Incident response effort and associated remediation activities.Manage the end-to-end Operational Incident journey from identification to remediation and closureAct as a business SME for Operational Incidents and associated RemediationLead the effective and efficient delivery of all FGFS service communications.Lead, manage, and develop the performance and potential of the teamProvide accurate and appropriate MI and reporting to The Senior Incidents and Resilience Manager, wider business areas and SLT/Forums etc.
as appropriateEnsure adherence to all governance, risk and compliance standards across the team Qualifications Expert knowledge of Incident Management, Remediation and Service Communications processes and protocolsStrong stakeholder management skillsDemonstrable experience with SQL Excellent communication and engagement skillsStrong experience of working and delivering in a regulated environmentStrong working knowledge of financial standards and guidelines and how they apply to incidents and remediation – e.g.
FCA, TCF, Data ProtectionAbility to prioritise and apply self-discipline to ensure optimum efficiency in performance and meet fast paced and challenging deadlines and demandsAbility to make authoritative, appropriate, pragmatic decisionsDiligent with exceptional attention to detailKnows when to delegate and when to escalateAbility to foster strong working relationships across the businessUnderstand project protocols and disciplineReporting – Appropriate pitch, accuracy and level of informationIs analytical, pragmatic and systematic in approach to problem solving and maximising opportunitiesAbility to manage conflict and knows when to escalate