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Resolution Manager


Location: Skipton/Home-Based
Type: Permanent – Full time

The Resolution Manager is responsible for managing Client and Cardholders incidents real time, as well as for building and implementing protocols to facilitate the right business response to these type of events. In addition, the role holder will manage and lead investigations into issues and problems impacting Clients and Cardholders, ensuring the necessary fixes are put in place and preventative measures taken.


Incident Management (20 %)
• Designing and implementing protocols to coordinate the approach across the business to ensure incidents are managed appropriately and communicated to the affected parties in a timely manner
• Leading the response to incidents on behalf of the business, coordinating all resources on a real time basis, making key decisions
• Managing the communication of impacts and issues to Clients and Cardholders
• Keeping senior leaders of the business updated on progress
• Escalating issues where appropriate to aid response and recovery

Leading investigations into system and process related issues and problems (70%)
• Taking ownership of complex investigations
• Facilitating resolution via appropriate resources within the business, for example IT and Client/Customer Support
• Ensuring fixes are implemented in such a way as to ensure issues do not recur, where relevant via other parts of the business, such as IT and/or Transformation
• Investigating and resolving issues related to report production and accuracy
• Liaising with Production to ensure any set up/build related issues that come to light subsequently are resolved

Infrastructure support (10%)
• Ensuring API/CRM integration and access is maintained
• Ensuring route cause analysis is completed on incidents, lessons learned and appropriate changes made, and communicated where appropriate, to the wider business and Clients
• Addressing Client issues related to systems and settings


• Minimum of 3 years’ experience in a similar role in the banking and payments industry
• Proven ability to gain a detailed understanding of Contis systems infrastructure
• Detailed knowledge of card processing/Visa systems infrastructure, with the ability to act as a subject matter expert for the business
• Tenacious and thorough, with a proven ability to conduct detailed investigations, identify route cause and define a resolution path
• Proven ability to influence colleagues to achieve a desired outcome
• Self-starter with a considered approach to defining how best to proceed with
• Pragmatic and structured approach especially when under pressure
• Highly organised
• Positive in outlook with a ’can do’ attitude
• Great attention to detail
• Strong team player
• Excellent Numeracy and Literacy skills
• Strong IT skills, Microsoft office and similar systems
• Solutions focussed
• Ability to work to tight deadlines
• Educated to degree or similar standard


Please confirm you are eligible to work in the UK

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