Position: Incident Manager Coordinator Location: Toronto, ON (Hybrid – 2-3 days onsite) Duration: 12-Month Contract (Potential for Permanent Conversion) Schedule: Monday to Friday, 37.5 hours per week Positions Available: 1 French Bilingualism: Asset About the Opportunity Our client is seeking an experienced Incident Manager Coordinator to support the end-to-end management of incidents impacting clients, business operations, and internal stakeholders. This role plays a critical part in ensuring incidents are managed efficiently, communications are timely and accurate, and business impacts are minimized. Working closely with Incident Management, technology teams, operations, product groups, and business stakeholders, the successful candidate will help coordinate incident response activities, maintain documentation, support communications, and contribute to continuous process improvements. This is a great opportunity for someone with strong organizational skills, excellent communication, and experience supporting operational or incident management in a financial services setting. Key Responsibilities Support the coordination and execution of business incidents throughout the incident lifecycle. Track incident progress and ensure timely follow-up with key stakeholders. Develop and maintain incident impact assessments, identifying affected clients, products, and services. Prepare and distribute internal and client-facing communications using approved messaging. Coordinate incident bridge calls, including scheduling, minute-taking, action tracking, and follow-up activities. Maintain accurate incident logs, timelines, documentation, and audit trails. Assist with Post-Incident Reviews (PIRs) by gathering data, documenting findings, and tracking remediation actions. Analyze incident trends and identify opportunities for process improvements. Collaborate with technology, operations, product, risk, and support teams to ensure effective information sharing during incidents. Provide backup support for high-priority incidents and during periods of absence. Participate in on-call and after-hours support for critical incidents as required. Required Qualifications Bachelor's degree in Information Technology, Business Administration, or a related discipline. 3+ years of experience in incident management, operations support, service management, or a similar coordination role. Strong organizational and prioritization skills with the ability to manage multiple activities in a fast-paced environment. Excellent written and verbal communication skills. Ability to effectively manage stakeholder relationships across multiple business functions. Strong attention to detail and documentation skills. Experience working in time-sensitive operational environments. Preferred Qualifications Experience within financial services, banking, wealth management, or a highly regulated industry. Familiarity with incident management frameworks and service operations. Exposure to ITIL methodologies and best practices. Understanding of operational risk and business continuity concepts. French language skills are considered an asset. Why Apply? Opportunity to work in a fast-paced and collaborative environment. Exposure to enterprise-wide incident management and business operations. Meaningful role supporting client experience and business continuity. Potential for long-term employment based on performance. Hybrid work model offering flexibility and team collaboration. Use AI for Hiring: Our recruitment process for this role includes the use of AI-based tools to help evaluate candidate qualifications and screen applications. Why Kelly? At Kelly®, we’re committed to finding rewarding opportunities that help you thrive—both professionally and personally. We partner with leading organizations across industries, connecting talented individuals to roles that fit their skills, interests, and goals. As part of the Kelly team, you’ll have access to a diverse network, ongoing career support, and resources to help you succeed. We value inclusion, respect, and work-life balance, and we offer competitive pay and benefits. Join us and discover what’s next for your career!