Incident Assistant Manager

At Lloyds Banking Group, we're on an exciting journey to develop finance for good. As an Incident Management Assistant Manager, the role involves supporting the end-to-end handling of incidents across our innovative Embedded Finance products. Collaboration with business, technology, operations, suppliers, and other partners helps restore services, protect customers, and deliver clear, timely outcomes. Your role will involve managing incidents from initial triage and impact assessment through to service restoration, closure, and post-incident review. You'll coordinate incident bridges and working groups, ensuring actions, owners, priorities, and updates are clearly defined and communicated. Assess and document impacts related to customers, merchants, colleagues, operations, finances, regulations, and reputation, bringing up concerns when necessary. Additionally, prepare clear updates for senior collaborators, operational teams, and third-party partners. Maintaining accurate incident records supports root cause analysis and post-incident reviews. This helps turn learning into practical improvements. Assistance is provided in updating incident playbooks, routes for critical issues, disruption models, reporting, and governance. Incident insights help identify recurring problems and opportunities to improve customer outcomes and operational resilience. Why join us We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. What you'll need

• Customer Centricity: The capability to prioritize customer outcomes during incident response, evaluating impacts and aiding effective measures to safeguard customers.
• Critical Thinking: The capacity to examine incident details, determine root causes and deficiencies, evaluate evidence impartially, and transform findings into actionable solutions and preventive measures.
• Managing Key Relationships: Experience collaborating across business, technology, operations, and external partners, balancing varying priorities and uniting individuals to advance resolution and customer outcomes.
• Risk Management: The ability to identify, assess, and bring up incident risks and impacts, including customer, operational, regulatory, and reputational considerations.
• Data Literacy: The capacity to analyze incident information and reporting to detect themes, trends, and recurring failure points and aid evidence-based improvements.
And any experience of this would be really useful
• Collaborator Reporting: Experience gathering, analyzing, and communicating information for key collaborators, including producing clear status reporting.
• Business Continuity: Experience supporting continuity plans, impact assessments, or scenario testing in response to disruption.
• Technical Operations: Experience supporting monitoring, investigation, or resolution of operational or technology issues.
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. We are 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 launch a dedicated Working with Cancer initiative.

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.

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
• 28 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies