Business Unit: Unsecured Lending
Salary range: up to circa £60,000 per annum DOE + red-hot benefits
Location: Hybrid with occasional to Chester hub
Contract type: Permanent

• Lead end-to-end incident management for critical business and operational disruptions affecting the Unsecured Lending business, across Credit Card and Unsecured Personal Loan products.
• Act as the primary escalation point for incidents, ensuring timely resolution and minimal customer impact.
• Ensure adherence to the incident response framework, escalating issues to executive leadership and regulators when necessary.
• Provide real-time communication to stakeholders, including root cause updates, impact assessments, and resolution timelines.
• Provide structured and timely updates to customers, ensuring contingency communications are deployed rapidly and adhere to minimum control standards.
• Ensure that any required customer remediation resulting from incidents or operational issues are completed.
• Conduct post-incident reviews (PIRs) to identify root causes and prevent future occurrences.
• Ensure incident management processes comply with FCA, PRA, and Consumer Duty regulations.