Enterprise Incident Manager (HYBRID - Richmond, VA)

Atlantic Union Bank; Glen Allen (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Enterprise Incident Manager to oversee incident management and resolution processes. This role involves coordinating with various teams to ensure timely responses to incidents, maintaining documentation, and supporting a customer-centric approach to incident resolution. The ideal candidate will have a strong background in incident management, excellent communication skills, and the ability to thrive under pressure. Join a dynamic team where your contributions will directly enhance customer experiences and operational efficiency.

Qualifications

• 3+ years' experience in incident management or related field.
• Experience in the financial services industry is a plus.

Responsibilities

• Responding to and resolving incidents efficiently.
• Documenting incident details and coordinating with teams.
• Providing administrative support for incident management.

Skills

Effective communication

Analytical thinking

Problem-solving

Customer centricity

Attention to detail

Team collaboration

Leadership skills

Results driven

Crisis decision-making

Education

Bachelor's degree in business, IT, or Computer Science

Job description

Description

The Enterprise Incident Manager holds a critical position at Atlantic Union Bank, identifying and analyzing incidents, coordinating with relevant teams to initiate triage, containment and recovery efforts, and documenting incidents to their resolution. The Incident Coordinator supports all Atlantic Union Bank teammates, vendors, customer segments, and business units.

Position Accountabilities

• Responding to and resolving incidents in a timely and efficient manner.


• Coordinating with IT, operations, and other relevant teams or vendors during incident response.


• Ensuring incident response plans align with Atlantic Union Bank's unparalleled customer experience standards.


• Documenting incident details, causes, and resolution actions for future reference.


• Providing administrative and incident case management support to the overall PIM process.


• Serving as primary PIM contact in the absence of the Enterprise Incident Manager.


• Collaborating with Business Line Experience and CX Program Manager on service recovery components of incident management and resolution.


• Partnering with Office of the President to detect early indicators of incidents through customer channels and complaint management.


• Escalating incidents requiring senior leadership intervention.


• Providing regular updates to relevant stakeholders about the status of incidents.


• Participating in post-incident reviews and contribute to the implementation of corrective actions.


• Ensuring that the incident management process is adhered to across the organization.

Organizational Relationship

• This position reports directly to the Enterprise Incident Director.


• Internal - Occasional contact with LOB leadership, Executives, Risk Management, Compliance and Legal teammates.


• External - Occasional contact with third party vendors.

Position Qualifications

Education & Experience

• Bachelor's degree in business, IT, Computer Science, or a related field.


• 3+ years' proven experience in incident management or a related field.


• 3+ years' experience in the financial services industry.


• 2+ years' working in a customer service environment.


• Process design and improvement experience.


• Project Management experience.

Knowledge & Skills

• Effective communication and interpersonal skills.


• Analytical thinking and problem-solving abilities.


• Customer centricity.


• Attention to detail and thorough documentation skills.


• Team collaboration and leadership skills.


• Results driven.


• Ability to stay calm under pressure and make sound decisions in crisis situations.

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.