Risk Event / Incident Manager (2LoD)

We are looking for a strong operational risk and incident professional to take ownership of our enterprise-wide Risk Event and Incident Management process. This role will sit in 2nd Line, supporting the CRO in ensuring the identification, escalation, governance and remediation of all risk events across the business. The scope is broad - touching Operations, Finance, Product, Commercial, Credit Risk, Data and Technology. You will be a key coordination and control point: ensuring Risk Events & Incidents are understood, prioritised, analysed and remediated in a way that protects customers, supports commercial objectives and meets FCA expectations. This is a visible role with direct engagement with senior leadership, including presenting reporting and insights to the Executive Risk Committee.

RESPONSIBILITIES

• Risk Event & Incident Lifecycle Management
  • Own the end-to-end lifecycle of risk events and incidents, ensuring timely logging, classification, investigation and closure.
  • Maintain a consistent approach to impact assessment and severity ratings, aligned to internal thresholds and regulatory expectations.
  • Ensure high-quality root cause analysis, including identification of control gaps, process failures and behavioural/cultural drivers.
  • Translate complex incidents into structured, evidence-based records that withstand audit and regulatory scrutiny.
• Prioritisation, Coordination & Orchestration
  • Coordinate multi-disciplinary responses, involving product, tech, data, operations, credit, commercial, finance and compliance.
  • Prioritise effort and resource - particularly where teams may be supporting multiple concurrent events.
  • Apply judgement to recommend response pathways, escalation timing and closure criteria.
  • Drive momentum and accountability, pushing actions to completion without losing sight of business realities or operational pressure.
  • Produce insightful reporting packs for CRO and leadership including trend analysis, thematic insights and forward-looking risk views.
  • Present analysis and findings at the Executive Risk Committee, facilitating honest discussion and transparent challenge.
  • Maintain strong audit trails, evidence bases and oversight records to support internal audit, external audit and FCA requests.
  • Escalate material or emerging risks early, with clear articulation of impacts, options and recommendations.
• Insights, Themes & Continuous Improvement
  • Identify patterns across events - recurring control weaknesses, process points of failure, customer fairness issues, thematic themes.
  • Support development of KRIs, dashboards and MI to improve transparency and drive better decision making.
  • Recommend pragmatic improvements, balancing commercial needs, risk appetite, customer impact and delivery timelines.
  • Promote proactive risk awareness and preventative behaviours across the business.
• Policy, Process & Framework Support
  • Help strengthen and embed the Risk Event and Incident framework, including taxonomy, thresholds and escalation paths.
  • Support integration of the framework into BAU, ensuring consistent understanding and adoption across teams.
  • Contribute to process improvements, workflow enhancements and system optimisation.

ABOUT YOU

Experience & Knowledge

• Strong working knowledge of operational risk frameworks, risk event processes and root cause analysis methodologies.
• Proven track record managing end-to-end risk events simultaneously, maintaining control, pace and clarity in a fast-moving environment.
• Experience coordinating risk/incident remediation activity across cross-functional teams, including prioritising effort and managing collisions in resource demand.
• Experience preparing reporting and insights for executive committees - including confidence presenting to senior stakeholders.
• Clear understanding of customer, commercial, regulatory and control impacts when assessing risk events and recommended actions.
• Demonstrable experience working with credit card products, consumer lending and/or broader consumer finance.
• Familiarity with technical or operational incidents (e.g. data errors, system outages, processing issues) and their business impacts.
• Exposure to operational resilience concepts (impact tolerances, important business services, disruption pathways, service continuity etc.).
• Comfortable using risk tooling or MI/analytics platforms to interrogate data, analyse trends and support decision-making.

Skills & Mindset

• Holistic thinker: sees connections across systems, processes, products, controls and customer journeys.
• Commercial + risk balanced: pragmatic, solution-oriented and able to recommend proportionate remediation.
• Highly organised: can track multiple workstreams and priorities simultaneously.
• Influential communicator: able to challenge constructively and secure buy-in.
• Data-comfortable: able to interrogate MI, spot patterns and draw conclusions.
• Calm under pressure: able to lead, coordinate and communicate during live events.

Personal Qualities

• Strong team player – collaborative and relationship-driven.
• Pragmatic and outcome-oriented - focuses on what matters.
• Curious and analytical - pushes beyond surface symptoms.
• Professional and credible - trusted by senior stakeholders.
• Proactive - takes ownership without waiting to be instructed.

What Success Looks Like

• Risk Events & Incidents are managed consistently, confidently and quickly.
• Actions close on time and lead to tangible improvements.
• Leads and committees trust the data, insight and challenge.
• Themes are surfaced early and remediated proactively.
• Operational risk maturity increases across the business.
• Customers and commercial outcomes are protected.