Risk Event Resolution 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 Risk Event Resolution Manager, you will play a pivotal role in ensuring customer fairness by leading the investigation, management, and resolution of notifiable events across varying severity levels. This role is central to delivering timely, compliant, and effective outcomes, with a strong focus on stakeholder engagement, root cause analysis, and remediation. You will work collaboratively across internal teams, clients, and external partners to manage day-to-day events, implement corrective actions, and support improvements to processes and systems to prevent recurrence.

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 Notifiable Events, ensuring they are rectified and closed within agreed timelines, escalating risks and exceptions to senior management when required
• Driving multi-stakeholder engagement across Diligenta, Clients, and third parties, chairing project meetings and ensuring effective communication and documentation
• Producing reports, analysis, and recommendations to support root cause investigations, corrective actions, and customer redress approaches
• Overseeing the maintenance of accurate, timely, and compliant Notifiable Event records and logs, supporting quality assurance sampling and regulatory requirements
• Identifying and driving process improvements to enhance operational efficiency and customer experience

What we’re looking for:

• Proven experience within the Life & Pensions industry or project services, with strong knowledge of Life, Pensions or Investment products
• Comprehensive understanding of regulatory requirements including GDPR, FCA Conduct Rules, and Treating Customers Fairly principles
• A strong track record in breach incident management, complaint handling, or remediation activity would be advantageous
• Excellent analytical, problem-solving, and decision-making skills with a root cause focus
• Exceptional verbal and written communication skills, with the ability to produce reports and papers tailored to technical and non-technical audiences
• Strong interpersonal and stakeholder management skills, with the ability to negotiate, influence and build effective relationships
• Proficient in Microsoft Office (Word, Excel, Outlook) with strong organisational and time management 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!