CASS Incident Resolution Analyst (FTC)

The Vacancy

The CASS Incident Resolution Analyst is responsible for monitoring and responding to events raised as part of Brooks Macdonald incident management within the front office, primarily relating to CASS non-compliance, ensuring that disruptions to business operations are identified, recorded and resolved efficiently and effectively. This will include conducting robust root cause analysis and liaising with relevant stakeholders to assess and recommend required preventative measures and process improvements leading to best-in-class client and stakeholder outcomes.

Role Responsibilities:

• Monitor and respond to front office incidents reported by users, systems, or automated tools.
• Assist with the resolution process for front office incidents, primarily relating to CASS non-compliance, ensuring timely and effective resolution of disruptions.
• Collaborate with front office teams and other internal stakeholders to manage and resolve incidents, coordinating the incident management resolver teams according to the severity and urgency of the incident.
• Liaise with CASS Oversight Function to ensure a professional, accurate and timely resolution of CASS related issues is achieved.
• Follow the established incident management procedures and best practices and ensure compliance with policies and standards.
• Maintain clear and consistent communication with stakeholders during incidents, providing regular updates on status and resolution efforts, and escalating accordingly.
• Utilise the company’s Governance, Risk and Compliance (GRC) Tools to document, track progress, manage risks associated with front office operations, and identify trends and patterns.
• Conduct post-incident reviews to identify root causes and recommend corrective actions to prevent recurrence, ensuring that the incident resolution meets at a minimum the agreed service level agreements and quality standards, and verifying the satisfaction of the end users and stakeholders.
• Ensure all incidents are properly documented, including actions taken and lessons learned.
• Identify opportunities for process improvements within all areas of the business relating to CASS non-compliance and liaise with relevant stakeholders to drive the implementation of best practices.
• Generate and analyse incident reports to track performance metrics and identify trends.
• Produce accurate and timely Management Information for relevant governance committees to drive timely incident resolution, mitigation and risk awareness to Senior Management.
• Perform role always ensuring adherence to the expected behaviours stated in the FCA Conduct Rules.

Knowledge, Skills and Experience:

• Experience in incident management or a similar oversight or risk role within the wealth or asset management sector.
• Impact awareness and knowledge of FCA Client Asset Sourcebook (CASS) rules.
• Knowledge and understanding of investment product types managed by investment management firms including General Investment Accounts, ISAs, Offshore Bonds, personal and group pension products as well as knowledge of assets held (e.g. equities, funds, investment trusts, bonds).
• Familiarity with risk management tools such as RiskSmart, aCCelerate, Metricstream, or Archer.
• Proven ability to manage and resolve incidents effectively, demonstrating ownership with clear decision making.
• Analytical approach to problem solving and ability to identify, present and mitigate areas of risk or operational underperformance, primarily relating to CASS non-compliance.
• Excellent verbal and written communication skills to effectively convey complex information to stakeholders.
• Demonstrable organisational skills to manage multiple incidents and priorities simultaneously.