Responsibilities

This role is responsible for:
Receiving calls for service for the Incident Management team from business line and Technology Services; triaging calls through questioning to determine facts; business impact; urgency and severity; entering data into Incident management database; working with Head of Incident Management and/or Senior Incident Manager to assign incidents to incident manager(s).
Maintaining Incident management database to ensure accuracy and completeness and supporting Incident Managers with their obligation to enter incident data into database in a timely fashion.
Supporting Incident Managers in the administration of incident management including but not limited to; sending out meeting invitations; drafting Incident Alerts and Executive Summaries; maintaining the administrative aspects of the incident management group.
With help of incident managers, handles low criticality issues to resolution.
May be responsible to collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements which may require interpreting policy changes and impact to function. May represent the department in global initiatives. May serve as business unit liaison with other departments.
Maintain/create accurate and timely reports and/or documentation with minimal supervision and oversee the timely completion of scheduled departmental reporting. May perform ad hoc analysis and reporting and collaborate with Management and stakeholders. Collaborates with project team stakeholders and senior management as needed to ensure business needs are met without negative impact to existing functions and services.
May develop and implement policies, procedures, and training materials to maximize efficiency and customer service. May manage/lead projects requiring coordination with other teams and may perform other such duties as assigned including trouble shooting operational issues. May serve as business units subject matter expert with vendors and may also manage the vendor relationships.
May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner. This position requires the application of various complex methods, procedures, and excellent knowledge of the business units product(s) and system application(s) and may provide guidance and instruction to staff.


Qualifications

Superior organization skills

Excellent ability to multi-task

Superior customer service skills

Advanced MS Excel, Access, Word, PPT

Superior knowledge of department computer applications and systems

Superior time management skills

Excellent written and verbal skills

Excellent interpersonal skills

Superior analytical skills

Strong capacity to work independently

Bachelor Degree Preferred, Associates Degree Required

8+ years, Professional experience in analysis or equivalent, financial services industry or business line experience preferred.


Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday 8:00AM-5:00PM


Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

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