LSEG
Head of Incident Management & Operational Resilience
Greater Charlotte Area, United States, USA
Sponsorship not specifiedDetected 15 days ago
LeadershipCommunication
About the role
- The role focuses primarily on operational incidents, while maintaining strong oversight and partnership with technology incident management teams (who sit outside of this reporting line), ensuring joined‑up handling of complex, cross‑functional issues.
- You will act as a senior escalation point during high‑impact incidents or complaints, provide clear leadership under pressure, and ensure outcomes meet both client and regulatory expectations.
Responsibilities
- Lead the end‑to‑end management of operational incidents, from identification and triage through resolution, closure and post‑incident review.
- Drive high‑quality root cause analysis and ensure remediation actions are tracked to completion.
- Partner closely with Client Experience teams (who operate the complaints process) to ensure appropriate escalation, risk assessment and linkage to underlying incidents or control issues.
- Support crisis management and resilience exercises, ensuring alignment with regulatory expectations and business priorities.
- Own incident and complaints MI, including trend analysis, repeat drivers, timeliness and remediation effectiveness.
- Support regulatory engagement, audits and reviews relating to incidents, complaints and resilience.
- Lead, develop and motivate a team of incident and resilience professionals.
- Build capability, consistency and confidence across the organisation through training, guidance and clear operating rhythms.
- Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
- We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.
Requirements
- Strong understanding of governance, regulatory expectations and audit‑ready documentation.
- Excellent written and verbal communication skills, with the ability to influence at executive level.
- Experience overseeing or working closely with formal client complaints frameworks.
- However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.
Benefits
- LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
- Ensure complaint themes and trends feed into incident learning, operational resilience improvements and governance reporting.
Company info
- Join us and be part of a team that values innovation, quality, and continuous improvement.
- 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.
- We are proud to be an equal opportunities employer.
- You will be part of a collaborative and creative culture where we encourage new ideas.
This listing is sourced directly from LSEG's careers page and normalized into a canonical job model.