Job Description
Purpose of the role
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.
Accountabilities
* 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 escalate 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.
Assistant Vice President Expectations
* To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
* Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
* If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
* OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
* Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
* Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
* Take ownership for managing risk and strengthening controls in relation to the work done.
* Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
* Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
* Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, solve problems creatively and effectively.
* Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
* Influence or convince stakeholders to achieve outcomes.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
Join Barclays as a Client Service Incident Manager, 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 Client Service Incident Manager 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.
To be successful as a Client Service Incident Manager, you should have:
* 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.