Incident Assistant Manager

Lloyds Banking Group · Chester · £40,824–£45,360 (stated in the posting)

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Job Description Summary

Job Description

What you will be doing?

• Support the end-to-end response to Embedded Finance incidents, from initial triage and impact assessment through to service restoration, closure and post-incident review.
• Help coordinate incident bridges and working groups, bringing together business, technology, operations and supplier stakeholders, and maintaining clear actions, owners, priorities and update timings.
• Support the assessment and documentation of customer, merchant, colleague, operational, financial, regulatory and reputational impacts, escalating risks and concerns promptly.
• Prepare clear and timely incident communications for senior stakeholders, operational teams and third-party partners, accurately setting out the issue, impact, actions, risks and current status.
• Work with suppliers and other internal or external service partners to support investigation, restoration and resolution, following up actions and constructively challenging delays or unclear ownership.
• Maintain complete and accurate incident records, including priority, impact, decisions, actions, workarounds, resolution details and agreed next steps.
• Conduct root cause analysis and post-incident reviews, capturing learning and tracking improvement actions, controls and preventative measures through to completion.
• Maintain and improve incident playbooks, escalation routes, stakeholder lists, disruption models, reporting and governance for Embedded Finance products.
• Produce incident management insight and reporting, helping to identify themes, trends, recurring failure points and opportunities to improve customer outcomes and operational resilience.
• Support and lead any potential rectification and remediation activity.
• There may be some operational work involved in the role, including supporting agreed monitoring, oversight, control or tactical activities where required.

What you'll need:

• Experience of supporting incidents or operational issues in a complex environment, with the ability to remain calm, organised and delivery-focused under pressure.
• Strong stakeholder management skills, with the confidence to coordinate colleagues across business, technology, operational and third-party teams and to follow up actions to completion.
• Excellent written and verbal communication skills, with the ability to simplify complex information and tailor updates for operational, technical and senior audiences.
• A customer-focused mindset, strong analytical capability and sound judgement when supporting impact, priority, risk and escalation assessments.
• Tenacity, resilience and personal ownership, with the ability to manage competing priorities, keep accurate records and turn incident learning into practical improvements.
• Experience in coding & reporting is desirable but not essential.

This is a place for you: 

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop. 

 
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. 

 
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. 

 
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. 

 
 
We also offer a wide-ranging benefits package, which includes: 

• A generous pension contribution of up to 15% 

• An annual performance-related bonus 

• Share schemes including free shares 

• Benefits you can adapt to your lifestyle, such as discounted shopping 

• 30 days’ holiday, with bank holidays on top 

• A range of wellbeing initiatives and generous parental leave policies 

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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