Incident Management Senior Manager

Incident Management Senior Manager

This role is part of the Incident Management function within the first line Regulatory Framework, Governance & Risk Team at FTSE Russell. The Incident Management Senior Manager is responsible for managing, recording and reporting on business issues, including incidents and client complaints, across FTSE International Limited.

The FTSE Russell business has expanded its data sets and product offerings, especially within the sustainable investment market. Achieving medium/long‑term growth will depend on strategic alignment across data products, client engagement models and new enabling technologies within a scalable operational control framework.

• Manage operational incidents in line with the Incident Management Policy and Procedure, coordinating the process with key collaborators and escalating issues where required.
• Conduct thorough post‑incident reviews to identify root causes and remediation actions, tracking those actions to prevent recurrence.
• Support engagement with regulators (e.g., FCA) and represent FTSE Russell during such interactions as required.
• Drive adherence to and compliance with Group policies.
• Analyze past incidents to identify improvements and remediation plans to reduce operational risk.
• Present incident and client complaint analysis to Governance Forums when needed.
• Document post‑incident reviews and formal client statements, ensuring accurate information capture.
• Communicate root causes and remediation plans to clients, ensuring prevention of future re‑occurrence.

• Experience working in a regulated environment is essential.
• Self‑starter with the ability to work independently with minimal guidance.
• 10+ years’ experience in a high‑pressure, time‑sensitive environment.
• Strong interpersonal and collaborator‑managing skills, working cooperatively internally and externally at all levels.
• Highly organized, process‑oriented and analytical with a strong delivery focus in complex environments.
• Excellent written and oral communication skills, presenting to all levels with attention to detail.
• Global role requiring excellent communication and partnership skills to influence a wide variety of collaborators at the executive level.
• Experience in the global index industry would be beneficial.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you’re ready to take your career to the next level and make a significant impact, we’d love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. You will be treated with respect for your individuality and encouraged to bring your true self to work, enriching our diverse workforce.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. We accommodate reasonable requests for religious practices and beliefs, as well as mental health or physical disability needs.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.