Operational Incident Manager

Permanent contract|Bucuresti|Banking operations processing

Operational Incident Manager

  • Bucuresti, Romania
  • Permanent contract
  • Banking operations processing

Responsibilities

Within the Société Générale Group, GTPS offers a complete and integrated range of services based on the expertise of Transaction Banking and Payments Services.

GFL is the flow management department within GTPS.

The Incident Coordination Unit (CCI) is a major cross-functional function within GFL's business lines, responsible for supporting operational teams in the management and communication of incidents in collaboration with different kind of partner as technical control towers, Buiness Lines but also transversal department like Risk and compliance teams.The service also has a role of guarantor and optimization of processes to constantly improve the proper routing of flows through the Information System

What you will do:

  • Lead the incident management process and oversee team members involved in resolving incidents;
  • Be the spokesperson for the GTPS professions during production instances;
  • Guarantees knowledge of and compliance with incident management processes (Collaborate with the incident management team so all protocols are diligently followed);
  • Ensures that GFL's needs for the incident system are reported ;
  • Establish a privileged link with GTB business lines to fully understand their needs;
  • Identify and implement actions that will mark an improvement in the perception of incidents
  • Work in strong collaboration with GBSU to inform the customer vision at the heart of incident processes ;
  • GFL Incident Manager is the entry point both from the point of view of change and its operational implementation ;
  • Produce documents outlining incident protocols ;
  • Prioritize incidents according to their urgency and fluence in the business;
  • Provide support and functional leadership to team collaborators on the processes and change management;
  • Detect needs on behalf of GFL regarding stability and robustness and ensure their monitoring by the technical teams ;
  • Communicate with upper management if a major impact for the client are highlighted;
  • Interact with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closed ;
  • Log all incidents and their resolution to identify and prevent recurring malfunctions;
  • Manage and coach a team of  4 Incident Admin members.

Profile required

  • A good level of English/French (B2/C1);
  • Ability to lead, train and motivate a team;
  • Ability to analyze a high volume of data to identify solutions while working in a high –pressure and fast-paced environment;
  • Strong leadership and decision-making skills to guide and manage the incident response team;
  • Autonomy, curiosity, pedagogy, openness to others, adaptability, interpersonal skills, proactivity, customer satisfaction orientation, excellent communication skills, ability to negotiate and understand issues (customers, business, organizational), sensitivity to operational risk ;
  • Proven problem-solving and analytical skills;
  • Ability to handle major incidents swiftly and judiciously
  • Team player and leader who can also work independently when needed.

Why join us

SG GSC is a Great Place to Work® certified company. Here, you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.

If you feel like ambitiously pursuing your goals, then you have come to the right place.

Plus, you will enjoy all our benefits:

  • competitive compensation & remuneration, including annual performance bonus;
  • preventive healthcare plan, and group health & life insurance;
  • wide range of flexible benefits within a monthly budget;
  • office perks, wellbeing and mental health programs;
  • various social benefits and bonuses for personal or family events;
  • 9-to-5 workday & hybrid model with work-from-home; 
  • additional paid and unpaid time off, including Sabbatical leave;
  • learning and growth opportunities based on individual development and career plans;
  • unlimited access to various eLearning resources.

Business insight

We are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. 

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us! 

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.

We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organization, or any other characteristic that could be subject to discrimination.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 24000GY7
Entity: SG Global Solution Centre Romania
Starting date: 2024/10/01
Publication date: 2024/07/10
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