Circle Lead - Event & Incident Management
Core
Lead a frontline team in receiving, validating, and escalating customer-reported service incidents across retail banking channels to ensure operational resilience and customer confidence.
Role type
Senior IC Incident Management Lead (Customer Experience)
Builds
Incident response workflows, escalation paths, and operational stability for retail banking services
Domain
Retail Banking / Customer Operations / Incident Management
Required skills
Incident management frameworks, team leadership, crisis management, SLA management, stakeholder coordination, performance management, process improvement, ticketing systems, risk mitigation
Preferred skills
ITIL, Agile, Project Management, Business Continuity, Banking/Financial Services experience, Executive reporting
Technologies
Ticketing systems, Incident management tools
Responsibilities
Lead frontline team handling customer-reported incidents via chat and phone; Ensure accurate assessment, validation, categorization, and routing of issues; Drive timely escalation and consistent customer updates; Coach and develop team members; Monitor and improve KPIs related to operational efficiency and incident handling; Collaborate with technology, risk, and product stakeholders
Seniority
Senior, hands-on IC with team leadership
