Head of Incident Management & Operational Resilience

Head of Incident Management & Operational Resilience

FTSE Russell | Director
Location: Fort Mill

FTSE Russell is seeking a senior, experienced Head of Incident Management & Operational Resilience to lead our operational incident and client complaints oversight capability and further strengthen the resilience of our global index business.

This is a Director‑level (GG15) role, managing a high‑performing team of 6–8 professionals, and reporting to the Head of Regulatory, Risk & Controls. The role plays a critical leadership position at the intersection of operations, risk, governance, client outcomes and regulatory expectations!

The Role

You will be accountable for leading FTSE Russell’s operational incident management, client complaints oversight, and operational resilience activities, ensuring issues are identified, managed, escalated and learned from in a consistent, transparent and well‑governed manner.

The role focuses primarily on operational incidents, while maintaining strong oversight and partnership with technology incident management teams (who sit outside of this reporting line), ensuring joined‑up handling of complex, cross‑functional issues.

You will act as a senior escalation point during high‑impact incidents or complaints, provide clear leadership under pressure, and ensure outcomes meet both client and regulatory expectations.

Key Responsibilities

Incident Management (Operational)

• Lead the end‑to‑end management of operational incidents, from identification and triage through resolution, closure and post‑incident review.

• Coordinate cross‑functional response across Operations, Product, Data, Technology, Risk, Compliance, Legal and Sales.

• Ensure incidents are documented, escalated and reported accurately and in a regulator‑ready manner.

• Drive high‑quality root cause analysis and ensure remediation actions are tracked to completion.

Client Complaints Oversight

• Provide senior first‑line oversight of client complaints, including benchmark‑related complaints, in line with the FTSE Russell Complaints‑Handling framework.

• Partner closely with Client Experience teams (who operate the complaints process) to ensure appropriate escalation, risk assessment and linkage to underlying incidents or control issues.

• Act as a critical issue point for complex, sensitive or high‑risk complaints and support governance‑level determinations or appeals where required.

• Ensure complaint themes and trends feed into incident learning, operational resilience improvements and governance reporting.

Operational Resilience & Crisis Readiness

• Strengthen FTSE Russell’s ability to anticipate, respond to, recover from and learn from disruption.

• Embed lessons from incidents and complaints into resilience planning, scenarios, playbooks and continuous improvement activities.

• Support crisis management and resilience exercises, ensuring alignment with regulatory expectations and business priorities.

Governance, MI & Stakeholder Engagement

• Own incident and complaints MI, including trend analysis, repeat drivers, timeliness and remediation effectiveness.

• Present clear, concise insights to senior management and governance forums.

• Support regulatory engagement, audits and reviews relating to incidents, complaints and resilience.

People Leadership

• Lead, develop and motivate a team of incident and resilience professionals.

• Build capability, consistency and confidence across the organisation through training, guidance and clear operating rhythms.

What We’re Looking For

Essential

• Extensive experience leading incident management, operational resilience and/or crisis management in a regulated financial services, data or market infrastructure environment.

• Proven ability to lead complex, high‑pressure situations with senior collaborators.

• Strong understanding of governance, regulatory expectations and audit‑ready documentation.

• Continuous improvement mindset, embedding lessons learned, metrics and feedback loops into BAU

• Demonstrated people leadership experience, with a track record of building high‑performing teams.

• Excellent written and verbal communication skills, with the ability to influence at executive level.

Desirable

• Experience overseeing or working closely with formal client complaints frameworks.

• Exposure to index, benchmark, data, analytics or similar high‑integrity service environments.

• Strong analytical skills, including incident and complaints trend analysis and dashboarding.

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.