Team Leader, Incident Management

2 weeks ago

Melbourne, Victoria, Australia Link Group Full time

Overview- The principal function of this role will be to manage the end-to-end incident management process ensuring incidents are closed quickly and efficiently, with mínimal impact to the day-to-day operations of the business. Key to the success of the role will be your ability to build strong relationships with key stakeholder across Services & Transformation and the broader R&SS business.- In addition to actioning and incident closure the expectation there will be a requirement to provide the business with a better understanding of failures within the control framework and gaps with current preventative actions which lead to repeat occurrences of incident, together with suggestions regarding process improvements.
Key Accountabilities and main responsibilities

  • Strategic Focus
  • Responsible for building a high performing team to ensure service levels are met, and to prioritise and adapt work to align with organisational goals as directed
  • Champion continuous improvement initiatives, and support and adapt to changes in technology or process, to ensure that best practice is incorporated into the business
  • Establish and maintain strong working relationships with key internal and external stakeholders, building strong customer relationships, and actively anticipating staff and member's needs
  • Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service


 Operational Management
  • Ensure that all interactions and activities are oriented to ensuring incident remediation and closure
  • Ensure the team works within the agreed operating model and ensure all decisions are made within agreed authority limits
  • Plan and forecast execution of team workflow activities based on individual and team efficiency, as well as planned / unplanned absences, in order to maximise achievement of key performance targets
  • Cross skill team members to reduce single point sensitivity
  • Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
  • Identify areas for process improvements, support best practice initiatives and participate in implementation processes to improve quality, performance and efficiency of the team
  • Ensure availability of, or be accountable to create, appropriate reporting to support business needs on monthly, weekly, daily, or ad hoc basis as required.


 People Leadership
  • Leading, motivating and developing a team incident specialists
  • Ensure all people management responsibilities are completed effectively and on time
  • Actively support and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation's goals
  • Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group's core values
  • Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives
  • Provide regular feedback, recognition, coaching and direction throughout the year to enhance performance and growth, and realign goals with changing business priorities
  • Develop, implement and maintain effective and transparent communication strategies to ensure team members are kept up to date with any organisational or legislative change
  • Recruit and or refer skilled individuals and identify the skills and experience required for successful job performance


 Governance & Risk
  • Support and actively promote a proactive risk management and compliance culture within the team, and ensure all risk and compliance reporting and assurance obligations are met
  • Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
  • Investigate, raise and resolve incidents where required via Link Group's risk tools
  • Maintain awareness of the regulatory environment with respect to team functions
  • Understand and respond to quality assurance reporting, and any daily or end of month reporting as and where required
  • Manage escalations and enquiries from internal and external stakeholders with urgency
  • The above list of key accountabilities is not an exhaustive list and may change from timetotime based on business needs.
    Experience & Personal Attributes
  • Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
  • Ability to collaborate, bring people together and have shared outcomes
  • Capability to foster resilience and determination through the broader team
  • Communicates effectively and transparently with all stakeholders
  • Ability to prioritise, organise and forward plan to ensure SLA's are met
  • Innovative and proactive; always looks for ways to improve the way we work through services and processes
  • Ability

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