Senior Manager, Incident and Problem Management

Trust unlocks our greatest potential. For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank. If that excites you, how about joining our Operational Rigour team as a Senior Manager, Incident and Problem Management? Reporting to the Head of Operational Rigour, you will lead the Incident and Problem Management function for ClearBank. You’ll work with all areas of the business to deliver a world class incident management function, interacting with multiple stakeholders throughout the business, including Board members. You will be leading a small team to coordinate rapid response and effective management of major incidents. You’ll be working closely with our Innovation and Operations teams, improving the processes, deepening knowledge, and providing support. Ultimately, you’ll be identifying root cause, thesis, and actions to drive better outcomes in the future. You’ll have the opportunity to drive process improvements, automation and best practice to deliver a better service to the business and customers. You’ll be sharing your wealth of experience with the team to help them develop and grow within their roles.

Please note - Given the nature of this role, there is an expectation to provide leadership and support during out of hours incidents, including participation in an on-call rota where required.

Your Role Includes:

• Work with a large array of stakeholders to deliver a world class incident response function.
• Refine, implement and deliver the incident, problem and event management strategy and framework for ClearBank.
• Lead the incident and problem management team to deliver effective incident response daily, from managing incidents through to conducting post incident reviews and identifying themes.
• Coordinate and manage the responses to major incidents, chairing meetings and escalating to ExCo and Board as necessary.
• Ensure that an effective post incident review process is in place that establishes clear root cause and tracked actions.
• Continuously review and analyse incident data to establish themes and emerging risks.
• Innovate and automate processes and procedures, using tooling and best practice to improve user experience.
• Constantly drive improvements in the process and the outcomes for the bank, its clients and stakeholders.
• Work closely with third parties or third-party managers to manage and resolve incidents.
• Ensure that processes are embedded and that everyone in the Bank is trained and aware of the incident processes and are supported with tools, advice, and guidance.
• Work within the Operational Resilience function to reduce risks and incidents, improving outcomes for all stakeholders.

What You’ll Bring:

• Proven track record of successfully running an Incident Management function within a fast paced, scaling organisation.
• In depth experience of incident, problem, and event management, knowledge of best practice and its application operationally for optimal outcomes.
• Experience of the financial services industry and the related regulations and frameworks that a regulated entity like ClearBank operate within.
• Experience of managing regulatory incidents and the relevant reporting required.
• Experience of technology-led organisations, ideally with experience of cloud-based platforms.
• Excellent stakeholder management and communication skills with the ability to articulate sensitive or important issues and solutions in a nuanced and balanced way.
• Strong, balanced, and decisive leadership skills, especially when under pressure.
• The ability to work with people at all levels of an organisation both horizontally and vertically.
• Strong team management and leadership skills with an ability to nurture and develop a team.
• Motivated and driven leader who is delivery and process improvement focused.

What We Offer In Return:

• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.
• Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.
• Holiday – 27 days of annual leave per year, plus bank holidays.
• Holiday buy/sell - Buy or sell up to five days of annual leave each year and shape your year around what matters most.
• Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.
• Socials – Regular social events open to all.
• Holiday swap – Option to swap your bank holidays to any other day of your choice.
• Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.
• Bigger than ClearBank – Take a couple of days per year to do something that matters to you.
• Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.
• Family – Enhanced family-friendly leave.
• Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.

Equal Opportunities:

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.