Intermediate Operational Incident Manager - contract governance support for all HR material and high-risk contracts-80935-1

Incident Management (Professional Exception, Business Operations)

Line of Business: CONTRACT GOVNCE & OVERSIGHT -HR SERVICES & OPERATIONS - Provide comprehensive contract governance support for all HR material and high-risk contracts as well as shared governance support for all HR medium and low-risk contracts. Comprehensive support encompasses financials governance & controls, incident and change management. Shared governance support includes oversight for all in scope medium and low-risk contracts.

Contract Duration: 12 months

Remote/Hybrid: Hybrid based in Toronto - Mon and first Friday of every month in office

Location Address: 81 Bay 34th Floor

Responsibilities:

As an Incident Management Consultant you will manage a centralized mailbox, ensuring timely and efficient communication regarding incident reports. The consultant will work closely with both internal teams and external stakeholders to identify, investigate, and mediate incidents, while also providing backup support to the Senior Incident Management Consultant. Additionally, this role will assist in meeting records retention requirements and ensure compliance with company policies and regulations.

Incident Tracking & Reporting: Lead or assist in thorough investigations of incidents, ensuring all relevant facts are gathered and documented, and appropriate remediation actions are taken. Monitor and track all incidents reported via a centralized mailbox, ensuring accurate and timely documentation.

Centralized Mailbox Management: Oversee and manage the centralized mailbox used for reporting incidents, triaging reports, and escalating as needed.

Stakeholder Collaboration: Partner with internal departments and external stakeholders to investigate, resolve, and mediate incidents.

Records Retention: Assist in maintaining records retention requirements, ensuring all records related to incidents are properly archived and compliant with company standards. Ensure adherence to company policies and regulatory requirements during incident management and reporting. Support the implementation of process improvements to enhance incident tracking, reporting, and resolution.

- Example of an incident: payroll incidents -most prevalent

- 5 employees have been paid twice - understanding why this occurred and remediating as soon as possible

- Flexible with experience - proven track record of being able to resolves issues and has great communication, previous Incident management is ideal

- Case Study - Provide candidates with an example of incident - they will need to analyze and write a summary of the incident for an executive audience - They will need to identify what critical information is missing

- Around 40 open tickets at once

- 120 incidents in the last fiscal year

Must haves:

1. 3-5 years of relevant experience -resolving issues and stakeholder management

2. Strong writing skills

3. Strong oral communication and collaboration skills

- Previous banking experience

- Corporate experience

- Previous incident management experience

Nice To Have

- Tech skills

Education and Certifications: Bachelors degree