Incident Relationship Manager

A renowned Retail Bank based in Central London requires an Incident Relationship Manager for a hybrid position requiring 1 day a week in the office (4 days / week homeworking).

The Incident Relationship Manager will work closely with the Business Management team, being a focal point and lead for both the detection and resolution of incidents across the Retail Bank divisions.

As the Retail division becomes increasingly complex in its operations and infrastructure it is important for the business to have a clear and agile incident management framework.

The Business & Incident Relationship Manager will need to be able to lead varied teams across the Retail division and support them in resolving incidents, as well as ensuring that lessons are learned through root cause analysis to continually improve and evolve the Incident Manage Framework.

Key Responsibilities - Incident Relationship Manager

• Ensure that all processes used by the business Incident team are thoroughly documented, consistently audited, and regularly improved.
• Respond to a reported business/service incident and initiate the business incident management process.
• Provide strong Stakeholder Management. Hold regular meetings with Stakeholders to discuss business Incident Management trends and queries.
• Ensure that incidents affecting the retail business are managed (by making sure that a. we stop the incident b. understanding the impact on customers/business and c. we have a remediation in place)
• Implement and own the business incident management process and liaise with IT in resolving the incident.
• Manage relationships between IT and the business units. Maintaining open lines of communication with all parties from both a service delivery as well as business incident management perspective.
• Collaboratively work alongside the IT Incident Management Team to identify/support root cause analysis and remediation of issues.
• Logging of all incidents and their resolution to see if there are recurring malfunctions, work with IT to understand how these can be fixed through continuous improvement.
• Consult with business unit’s and capture and review IT usage, services, technology, digital, and department specific projects in order to identify, forecast and develop IT needs
• Produce weekly monthly MI dashboards for key stake holders across the Retail business to understand the current status of the outstanding incidents.
• Communicating with senior management when major issues are found in the IT system.

Skills & Experience - Incident Relationship Manager

• Good stakeholder management skills.
• Proven incident management experience - incident identification and assessment, running incidents, incident response and resolution.
• Experience in one or more domains of operational risk, such as IT, information security, process optimisation, fraud management
• Ability to influence and gain agreement with regards to planning and prioritisation.
• Prompt, clear decision maker, able to provide clear guidance to working groups and project teams.
• Business relationship management experience and the ability to prioritise own work and develop concise, executable plans which align clearly with business directives; can drive initiatives autonomously, keeping the various senior colleagues up to date as required.
• Self-starter with the ability to support and encourage colleagues.
• Strong communication skills including verbally when leading a team / working group and via reports.
• An ability to think and act independently.

This is a fantastic opportunity to advance your career with a high-profile retail bank offering exceptional growth and development prospects. If you’re ready to take the next step, apply now with your full CV to be considered for this urgent role.