Notifiable Events Manager

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best-in-class Platform-based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

As a Notifiable Events Manager, you will play a pivotal role in leading the management and rectification of corporate incidents (Notifiable Events) across the severity spectrum. This role is central to delivering timely, compliant, and effective outcomes, with a strong focus on planning, monitoring, and coordinating event resolution. You will manage a team of Notifiable Event specialists, working collaboratively with internal teams, client stakeholders, and external partners to ensure day-to-day events are resolved effectively. You will also support improvements to processes and systems, implement corrective actions, and maintain oversight to prevent recurrence of incidents.

Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
• Cycle to Work Scheme & Interest-free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection

What you’ll be doing:

• Leading the resolution of corporate incidents, managing a team to ensure all events are rectified and closed within agreed timelines, escalating risks or blockages to senior management as required
• Driving multi-stakeholder engagement across Diligenta, M&G, and third-party partners, chairing meetings and ensuring effective communication and documentation
• Planning, monitoring, and managing resources, skills, and delivery of actions to meet agreed standards for timeliness, accuracy, and regulatory compliance
• Producing reports, analysis, and recommendations to support root cause investigations, lessons learned, and customer remediation approaches
• Identifying and driving process improvements to enhance operational efficiency, employee satisfaction, and consistency of event resolution practices

What we’re looking for:

• Proven Leadership, and Team Management experience, in a busy operational environment
• Proven experience within the Life & Pensions industry or wider financial services, with strong knowledge of Life, Pensions, or Investment products
• Comprehensive understanding of regulatory requirements including GDPR, FCA
• Conduct Rules, Treating Customers Fairly principles, and Consumer Duty obligations
• Strong track record in breach or incident management, complaints handling, or customer remediation, with experience managing a team or coordinating resources effectively
• Excellent analytical, problem-solving, and decision-making skills, with a focus on root cause analysis and implementing corrective actions
• Exceptional verbal and written communication skills, with the ability to produce clear reports and papers for both technical and non-technical audiences
• Strong interpersonal and stakeholder management skills, with the ability to negotiate, influence, and build effective relationships across multiple teams
• Proficient in Microsoft Office (Word, Excel, Outlook) with strong organisational, time management, and prioritisation skills

If you need any help or adjustments during the recruitment process, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!