Team Leader, Incident Management

6 months ago

Melbourne, 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 time-to-time 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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