.**Responsibilities**:- Manage and drive the incident management process from Start to Finish.- Produce the weekly Incident Management Report communicated with all senior leaders in supported Lines of Business.- Facilitates and ensures Issue Management Quality Standards are met for issues documented- Act as the Single point of Contact for issue metrics.- Transform raw data into useful metrics and reportable information for senior leadership.- Develops and produces issue and incident metrics for Senior Leadership on a weekly, monthly and quarterly basis.- Perform quality assurance over issues being reported on multiple executive level reports to include Monthly Operations Decks and Weekly Control Decks.- Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers during times of distress during the issue management process.- Keeps abreast of the organization's operational processes and best practices for business strategy.- Build partnerships with supported Line of Businesses Operations leaders, process owners, client experience leaders, control leaders, and Training, so that efforts are aligned with strategy and department efforts, regular two-way communication exists, downstream impacts are considered and business solutions are optimized.- Has the ability to operate with a limited level of direct supervision.- Can exercise independence of judgement and autonomy.- Acts as SME to senior stakeholders and /or other team members.- Ability to manage teams.**Qualifications**:- Ability to run and manage conference calls with business partners, technology and functional peers from multiple disciplines to reach a common goal.- Ability to problem solve, sound business judgment, and demonstrated result orientation.- Outstanding analytical and quantitative capabilities; history of academic andprofessional excellence and achievement.- Creativity and independent thinking; - Consistently demonstrates clear and concise written and verbal communication- Collaborative work style; effectively interacts with partners across organizational boundaries/hierarchies.- Leadership presence; commands respect and will earn trust of senior leaders.- Highly motivated and with enthusiasm for Financial Services industry and desire to master the business.- Highly proficient in MS Powerpoint and Excel.- 6-10 years of experience**Education**:- Bachelor's/University degree or equivalent experience, potentially Masters degree- Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers.- Significant impact on the area through complex deliverables.- Lead projects across their lifecycle: identifying and structuring the problem, analyzing root causes, developing solutions, communicating project results, and obtaining buy-in for change
