Senior Client Service Incident Response

Embark on a transformative journey as a Senior Client Service Incident Response where you will be responsible for overseeing and managing the communication framework for business incidents. The role focuses on improving the frequency, accuracy, consistency, and relevance of incident communications, with a special emphasis on ensuring seamless communications for key stakeholders across multiple teams and time zones. The Senior Client will play a pivotal role in driving the incident management strategy, coordinating resources, managing critical incidents, and ensuring comprehensive reporting and follow-up for P1+ incidents, while maintaining compliance with policies and regulations.

This role will require working outside of standard business hours, providing 24/7 support, 365 days per year during critical incidents. Flexibility and availability to engage with teams across multiple time zones are essential
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To be successful as a Senior Client Service Incident Response, you should have:

• Leadership and Team Management (minimum AVP level), to act as a senior member of the team, proven track record of leading cross-functional teams, managing team dynamics, and driving results in a high-stakes environment and with ability to mentor and guide team members, fostering a culture of excellence, compliance, and continuous improvement
• Extensive experience in incident response, with a proven ability to manage complex, high-pressure situations and coordinate incident communications across multiple teams. Strong understanding of incident response frameworks, root cause analysis, and post-incident reviews.
• Client Relationship Management - strong communication skills with the ability to engage senior stakeholders, clients, and colleagues, ensuring clarity and transparency during incident management.
• Experience managing client-facing communications during critical incidents, maintaining calm and professionalism under pressure.
• Regulatory Knowledge and Compliance with deep understanding of industry regulations and best practices related to incident management and client servicing, with the ability to ensure compliance across all areas.
• Skilled in identifying trends, analysing incident data, and driving improvements to reduce impact and enhance service resilience.
• Experience in producing high-quality reports, summaries, and presentations for senior leadership

Other highly valued skills include:

• Experience in a Corporate client servicing, risk, or operations function.
• Project Management Experience.
• Crisis Management and Resilience Training.
• Technical Understanding of IT Service Management.
• Familiarity with ITIL or other incident management frameworks, particularly in relation to IT service changes, maintenance, and incident resolution.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role can be based in Radbroke Halll, Knutsford with a hybrid working model of working a minimum of 2 days per week in the office.

To mitigate the impact of unexpected incidents by identifying, responding and resolving disruptions that threaten the banks IT services, operations and technological infrastructure through effective decision making and successful resource delegation.

• Development, implementation and management of major incident management programmes.
• Execution of responses to reported incidents from various channels including email, phone and monitoring systems, prioritised by its potential impact to the bank's IT systems, and provide regular status updates to affected stakeholders.
• Analysis of logs, system data and user reports to identify the root cause of incidents and determine the necessary course of action to resolve or follow escalation protocols to escalates incidents to the relevant team or individual for assistance.
• Execution of regular tests and simulations to test response procedures in the event of an incident.
• Documentation and analysis of past incident details, the steps to resolution and lessons learnt from each case to support the identification of recurring issues in the future, implement preventive measures to minimize future occurrence and to build a comprehensive knowledge bases of known issues.

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and elevate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while…