Enterprise Incident Manager (HYBRID - Richmond, VA)

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.