Head of Client Service Incident Response

On‑call expectation: cover incidents approximately one in four weeks and be immediately available for critical events.

Required capabilities

• Experienced in Crisis Leadership Structures in a regulated environment
• Ability to operate effectively in Senior Stakeholders in a matrix environment
• Involvement in Communication Play Books for scale incidents
• Ability to lead a small team but matrix engagement on teams that influence this role but not owned by this role
• Analysis skills
• Incident management, service communications, post‑incident analysis, regulatory engagement, and multi‑stakeholder banking experience.
• On‑call expectation: cover incidents approximately one in four weeks and be immediately available for critical events

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulat...