Senior Manager, Incident and Problem Management

Job Description

Trust unlocks our greatest potential.

For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’.

What you can expect:

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

If that excites you, how about joining our Operational Rigour team as a Senior Manager, Incident and Problem Management? Reporting to the Head of Operational Rigour, you will lead the Incident and Problem Management function for ClearBank. 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 small 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.

Please note - Given the nature of this role, there is an expectation to provide leadership and support during out of hours incidents, including participation in an on-call rota where required.

Your role includes:

• Work with a large array of stakeholders to deliver a world class incident response function

• Refine, implement and deliver the incident, problem and event management strategy and framework for ClearBank

• Lead the incident and problem management team to deliver effective incident response daily, 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 tracked actions

• 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, its clients and stakeholders

• 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

What you’ll bring:

To excel in this role, you’ll also need:

• Proven track record of successfully running an Incident Management function within a fast paced, scaling organisation

• 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

• Motivated and driven leader who is delivery and process improvement focused

Regretfully we are not able to sponsor applicants for immigration purposes at the current time.

What makes a great ClearBank team member? Does this sound like you?

• You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank;

• You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care;

• You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate;

• ‘I’ before ’we’, isn’t in your vocabulary

If this sounds like you then we encourage you to dust off that CV and apply!

What we offer in return:

• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.

• Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.

• Holiday – 27 days of annual leave per year, plus bank holidays.

• Holiday buy/sell - Buy or sell up to five days of annual leave each year and shape your year around what matters most.

• Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.

• Socials – Regular social events open to all.

• Holiday swap – Option to swap your bank holidays to any other day of your choice.

• Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.

• Bigger than ClearBank – Take a couple of days per year to do something that matters to you.

• Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.

• Family – Enhanced family-friendly leave.

• Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.

And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future.

A little bit more about us!

ClearBank is Where You Can belong:

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:

• 42% of our senior management roles are held by women

• Our enhanced family leave policies

• Launching our partnership with Code First Girls

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group

Our hiring process and what you can expect:

Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;

Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too);

First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.

Second Interview: This will be a competency-based interview with one or more members of our team.

Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.

Offer: Congratulations! Get ready to transform banking forever!

Our commitment to you as a candidate:

We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.

We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.

We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!

Equal Opportunities

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 that with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit

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.