Head of Incident and Problem Management

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📅  Posted 12 days ago 📍 United Kingdom
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Job Description

About us

ClearBank was built on the belief that banking infrastructure would no longer slow down progress. Instead, it’s the catalyst that unlocks the potential to innovate. That’s why our clients — financial institutions from fintech’s and crypto platforms, to banks and credit unions — use our API to power their banking infrastructure.

But we wouldn’t be ClearBank without our people. They’re what powers our innovative technology and the reason we love what we do every day. We’re a group of spirited people who are never afraid to challenge the norm – becoming stronger, more energised, and that much better when we’re together. It’s our belief in fairness, autonomy and choice that means our people are empowered with the tools to learn, grow, and contribute to ours and our clients’ success. Interested in joining us? Read on or visit our website for more information.

About you

You’ll be joining the Operational Resilience team as the Head of Incident and Problem Management. Reporting to the Head of Operational Resilience, you’ll be a part of a fast-growing business that is challenging the market and doing things differently.

We’re looking for someone energetic, dynamic, and motivated, to join our expanding team to support our rapidly growing business. You’ll be flexible and thrive in a fast-paced ever-evolving environment, where every day is different. 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 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.

And you’ll be joining the #14 fastest-growing tech company in the UK, according to Deloitte Fast 50.

You will be

  • Responsible for the incident and problem management function for the Bank
  • Work with a large array of stakeholders to deliver a world class incident response function
  • Create and deliver the incident, problem and event management strategy and roadmap for ClearBank
  • Lead the incident and problem management team to deliver effective incident response on a daily basis, 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 relevant actions
  • Create, deliver, and embed an event management process for the Bank
  • 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, it’s customers and stakeholders
  • Work closely with technology teams to understand recurring events and issues within the technology platform
  • 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

About what we offer

  • At ClearBank we have a flexible working philosophy, empowering our employees to manage their time in a way which allows them to meet both work and personal commitments, in partnership with their line manager
  • Spacious and well-equipped new offices in London and Bristol
  • 27 days annual leave per year, plus flexible bank holidays
  • The option to work outside of the UK for up to 30 days per year
  • Regular company-wide socials
  • Take a couple of days per year to volunteer with your chosen charity to do something bigger than ClearBank
  • Private healthcare through Healix and discounted Bupa dental cover, with employee healthy living perks and discounts through YuLife
  • Enhanced family-friendly leave
  • Plus, you’ll have the opportunity to join an innovative team that’s building a bank fit for the future! 🚀

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.

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share this with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit

By submitting your CV, you confirm that you can demonstrate you have the right to work in the UK. Regretfully we are not in a position to sponsor applicants for immigration purposes at the current time. By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage, and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.


What we are looking for

You will need to have a proven track record of successfully running an incident management function within an organisation, with the ability to scale up a function to support an ever-growing business.

We are looking for a motivated team player who is delivery focused and can suggest solutions as to how things can be done better, as we’re always looking to improve and do things differently.

Core Skills and Experience:

  • 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