Incident Manager

Context

The objective of this role is to manage, analyze, and investigate historical and operational incidents within a transversal and international scope. The successful candidate will ensure the integrity of incident tracking, drive the resolution of root causes, and collaborate with operational teams to optimize processes and data quality.

Missions

• Incident Management & Governance

  • End-to-End Tracking: Pilot the lifecycle of historical incidents within the "Groupe 360" tool, from initial attribution to final closure.
  • Critical Analysis: Conduct thorough daily reviews of incidents, challenging the information provided to ensure accuracy and security of treatment.
  • Investigation: Investigate root causes and assess the impacts of operational failures, ensuring all analyses are rigorously documented.
  • Accountability: Clarify responsibilities and follow up on the implementation of action plans and necessary compensations.

• Broker Claims & CSDR Support & Process Optimization

  • Claims Oversight: Support the management and systematic follow-up of Broker Claims.
  • Contribution to the CSDR compensation process, notably by updating monitoring materials, managing final information, and preparing the supporting documentation required for payments by the Finance team.
  • Operational Alignment: Define and implement target organizational structures with Operations teams to streamline workflows and reduce the effort required for OPC (Operational Permanent Control) check-and-challenge activities.
  • Knowledge Sharing: Act as a point of reference for Operations teams, sharing best practices to strengthen data quality and improve the standardization of incident documentation.