Incident Analyst

2 weeks ago

Peterborough, Canada Diligenta Full time

Diligenta' s vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Opportunity

An exciting opportunity has a risen for an Incident Analyst to join the Corporate Incidents Team at Diligenta.

In this position, you will play a crucial role in reviewing and resolving corporate incidents for our client. You will be responsible for investigating and analysing the root cause and planning the actions required to rectify the issue, either independently or with relevant parties.

If you are a naturally analytical individual, with a good knowledge of Life and Pensions then please apply today

You will be:
  • Coordinating communication among internal stakeholders, policyholders, advisors, and external clients, and organize meetings as needed.
  • Overseeing the entire incident process, including investigation, analysis, planning, fixing root causes, and remediation for customers.
  • Handling regulatory reports and identify any breaches promptly.
  • Maintain inaccurate system records and update them as necessary.
  • Analysing data effectively and assess the impact on populations to determine required actions.
  • Identify recurring themes during root cause analysis and recommend solutions to internal stakeholders.
  • Assist with CI-related changes, from initial request through testing and feedback on Business Requirement Documents.
  • Maintain up-to-date knowledge of products, procedures, and systems to effectively manage Corporate Incidents.
You should apply if you have:
  • Strong knowledge of Life and/or Pensions products with expert knowledge in at least one area.
  • Good working knowledge of BaNCS.
  • Ability to learn and effectively navigate multiple computer systems and interrogate system specifications.
  • Excellent working knowledge of computer packages such as Microsoft Word, Excel, Project.
  • Strong analytical skills, ability to make sound logical decisions, understands the impact of key decisions.
  • Planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.
  • Strong customer focus with excellent written and verbal communication skills.
  • Ability to work effectively under pressure
The Perks
  • 25 days holidays + 8 bank holidays
  • Discretionary annual bonus
  • Company pension scheme membership
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
  • Access to our Confidential Helpline is available to be used by you and your family.
  • Develop your career through a wider global organisation of the TCS family.
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