Senior Associate, Incident Management, FTSE Russell

1 month ago

Charlotte NC United States London Stock Exchange Group Full time
This role is part of the Incident Management function within the Policy & Governance team for the FTSE Russell business, responsible for managing, recording and reporting on business issues, including incidents and client complaints, across our activities within the regulated businesses of FTSE International Limited and Refinitiv Benchmarks Services (UK) Limited. The role reports into the Director of Operational Oversight. As a member of this team, you will contribute to the improvement of the operational resilience and risk reduction of the index business.

This role will be responsible for ensuring the business operates in accordance with the business' incident management protocols and complaints procedures. The role works closely with Operations, Sales, Legal and Audit teams.

Key responsibilities of the role:
  • Contribute to development of incidents protocols, complaints procedures and ensure that other documents are reviewed regularly and remain fit for purpose.
  • Drive adherence to and compliance with LSEG policies
  • Work with internal partners to acquire details of incidents, perform root cause failure analyses, generate or review incident reports and identify improvement plans to reduce future risk.
  • Present incidents/client complaints analysis to FTSE Russell's governance bodies.
  • Support the creation of a framework to link incidents and client complaints with identified risks and planned improvement programs to demonstrate a holistic business view of issues and plans to remediate.
  • Lead post incident review sessions and develop a process for monitoring improvement actions identified in the review.
  • Ensure post incident reports are documented accurately along with formal client statements, collaborating with partners to ensure information is captured accurately.
  • Support client engagement for explaining the root cause of issues and remediation plans for minimizing the risk of future recurrence.
  • Work with colleagues across FTSE Russell and Group functions including Internal Audit, Compliance, Legal and Risk to progress incident management and client complaint reduction initiatives
Key behaviours and skills required to be successful in the role:
  • Strong analytical and time management skills
  • Strong interpersonal and stakeholder managing skills
  • Able to work independently and as part of a team
  • Highly organized, process oriented and results driven
  • Excellent written and verbal communication skills
  • Experience with financial markets in general and indices specifically would be helpful
  • Degree or equivalent experience or relevant professional qualification preferred
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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

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