Lead and manage incident resolution by directing operational managers, balancing resources, and ensuring timely issue resolution
Run incident calls and assess impacts, collaborating across teams to minimise disruption and maintain business continuity
Communicate incident status and actions effectively to senior leaders, providing clear updates on scale, impact, and resolution progress
Drive root cause analysis and continuous improvement, ensuring lessons are captured and tracked through actionable plans
Monitor service performance and develop improvement strategies, using trend analysis to address hot spots and enhance reliability
Maintain and evolve operational frameworks, including incident playbooks, disruption models, and tactical processes, while partnering with stakeholders to optimise practices
Requirements
Passion for product innovation and technology in Consumer Lending and Buy Now Pay Later, with a strong customer-centric mindset
Tenacious and resilient in navigating change and complexity, with the ability to work independently, prioritise effectively, and view challenges as opportunities for growth
Strong communicator, both written and verbal, with the ability to simplify complex topics and tailor messages to different audiences
Skilled in stakeholder management, including experience with internal teams and third-party partners
Strong analytical skills to interpret data and drive customer-focused improvements, with a solid understanding of regulatory and control environments
Genuine enthusiasm for contributing to team success and fostering a collaborative environment
Benefits
A generous pension contribution of up to 15%
An annual bonus award, subject to Group performance
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
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