Business Operations Liaison – Incident Management

Responsibilities

• Serve as the primary Operational Organization representative during technology incidents and operational disruptions
• Partner with the Incident Management Problem Manager as the business liaison when operational issues require an operational response
• Triage and prioritize operational issues based on client impact, business risk, and regulatory considerations
• Provide real‑time status updates to business stakeholders and leadership during active incidents
• Escalate critical issues to appropriate stakeholders with clear business context and impact analysis
• Ensure business priorities and client considerations are represented in the team's incident management processes
• Contribute clearing and custody domain expertise (settlements, corporate actions, margin, trade processing, regulatory requirements) to the Incident Management’s team‑led post‑mortem analysis sessions
• Participate as a business subject matter expert in cross‑functional post‑mortem analysis sessions facilitated by the Incident Management Problem Manager
• Provide operational context and business impact assessment to inform root cause identification and corrective action planning
• Collaborate with the incident management team to ensure recommended corrective actions address business‑side operational concerns
• Assist in validating that implemented solutions effectively resolve business operational issues
• Partner with the incident management team to ensure Operational Organization teams understand and implement process improvements identified through formal post‑mortem analysis
• Collaborate on plan to engage clients as needed
• Document operational processes, known issues, and workarounds specific to clearing and custody business operations
• Build knowledge base articles to support Operational Organization teams
• Maintain up‑to‑date process documentation and workflow diagrams for key Customer Organization operational areas
• Collaborate with training teams to ensure operational staff are equipped with current processes and best practices
• Create operational reference materials that can be leveraged during incident response
• Communicate proactively with Account Management, Relationship Management, and Client Services teams when operational issues impact client experience
• Coordinate with Operations, Compliance, and other Customer Organization teams during multi‑faceted operational incidents
• Build strong relationships with Incident management, Technology, Product, and Compliance teams to enable effective collaboration during incidents
• Facilitate information flow between technical teams and business stakeholders, ensuring clear communication in both directions
• Prepare business‑focused incident summaries and impact reports for Customer Organization leadership

• 5+ years industry experience in operations, business analysis, or related roles within a custodian/clearing firm or financial services organization
• Bachelor's degree required; MBA or related advanced degree is a plus
• FINRA Series 7 & Series 63 preferred at time of hire (otherwise, candidates required to obtain a Series 7 license within 90 days of initial employment)
• Proven experience serving as a liaison between business and technology teams during operational incidents, effectively translating technical issues into business impact and priorities
• Strong command of SQL, Big Query, AI systems, and Microsoft Office suite, with demonstrated ability to quickly learn new technologies for root cause analysis and incident pattern identification
• Experience conducting comprehensive incident analysis, creating detailed post‑mortem reports, and developing operational process documentation including SOPs and knowledge base materials
• Strong project management and organizational skills to coordinate incident response efforts, track resolution progress, and maintain systematic documentation of operational procedures

Demonstrates expertise in operational incident management, including triaging issues, conducting root cause analysis, and developing process documentation. Proficient in liaising between business and technology teams to ensure effective communication and resolution of operational disruptions.