Location
London

Hours
Full Time

Salary
Negotiable

About the Role
This is a fixed term contract/secondment for an initial period of 12 months. The Incident Management Senior Associate role is part of the Incident Management function within the first line Regulatory Framework, Governance & Risk Team at FTSE Russell. You will assist in managing, recording and reporting on business issues, including incidents and client complaints, across activities within the regulated business FTSE International Limited. Reporting to the Head of Incident Management and Operational Resilience, you will ensure the business operates in accordance with relevant regulatory frameworks and compliance commitments related to incident and client complaint management.

The FTSE Russell business has experienced significant growth in data sets and product offerings, particularly in the sustainable investment market. This growth presents substantial global revenue opportunities, reliant on strategic alignment across data products and services, client engagement models, and enabling technologies, supported by a strong operational control framework. A robust quality and governance framework is essential to realizing these opportunities.

Key responsibilities include leading operational incidents in line with the Incident Management Protocol, coordinating with subject matter experts across business and engineering functions, conducting thorough post-incident reviews to identify root causes and remediation actions, supporting regulator requests including the FCA, performing weekly incident ticket reviews, conducting trend analysis with visual management information, liaising with teams to execute remediation plans, supporting incident presentations to Governance Forums, documenting post-incident reviews and client statements, and supporting client communications regarding root causes and remediation plans.

Experience
- 5+ years’ experience in a regulated financial services environment such as an index provider (preferable), data vendor, asset manager or investment bank
- Good knowledge of equity and fixed income products
- Awareness of index product functionality and market usage
- Experience working in high-pressure, time-sensitive environments
- Experience in the global index industry is beneficial

About you
- Self-starter with the ability to work independently with minimal guidance
- Strong interpersonal and stakeholder management skills with confidence to liaise and influence multiple stakeholder groups at all levels
- Ability to lead and resolve incident calls
- Highly organized, process-oriented and analytical mindset
- Strong delivery focus in complex environments
- Excellent written and oral communication skills with great attention to detail

Qualifications
No specific qualifications are stated; relevant experience and skills are essential.