Incident Manager

Our client seeks a Business Incident Manager to assist their team on a 6 Month contract.

Are you ready for a role where no two days are the same, and where the work you do really matters? As a Business Incident Manager in the Security & Resilience Team, you'll be at the heart of protecting customers, supporting colleagues and helping the business respond with confidence when it matters most.

This is a fantastic opportunity to build strong relationships across the bank, work with a wide range of stakeholders and play a visible role in delivering purpose. You'll be part of a collaborative team, with real scope to influence outcomes, strengthen resilience and make a meaningful difference across Jersey, Guernsey and the Isle of Man.

In this role, you'll lead the response to business incidents that could affect customers, disrupt operations or create reputational risk. From coordinating live incidents to driving lessons learned and reducing future risk, you'll have end-to-end involvement and genuine impact. It's a fast-paced, high-profile role that calls for sound judgement, strong communication and the confidence to work across multiple priorities.

Key Responsibilities:

• Lead the end-to-end management of business incidents, ensuring effective coordination, addressing blocking issues, and resolution across Crown Dependencies operations.
• Act as a central point of coordination during live incidents, protecting customers, minimising disruption, and supporting timely recovery.
• Drive continuous improvement of incident management and resilience processes, aligning to Group frameworks and regulatory expectations.
• Deliver post-incident reviews and root cause analysis, identifying lessons learned and implementing actions to reduce future risk.
• Collaborate with colleagues at all grades and partners across the organisation to strengthen operational resilience and continuity capability.
• Support wider COO and business objectives through resilience planning, scenario testing, and governance activity.
• Apply risk management principles to identify, assess, and mitigate operational disruption risks across people, process, technology, and external dependencies.
• Use data, insight, and tooling (e.g. ServiceNow, SharePoint, Fusion) to track incidents, monitor trends, and inform decision-making.
• Contribute to a culture of resilience, promoting standard procedures, mentoring colleagues, and ensuring the business is prepared for disruption.

Key Skills and Experience:

• Excellent organisational, analytical, and communication skills, with the ability to translate complex topics into clear, accessible messages.
• Ability to build trusted relationships and sustain effective working relationships across the Group and with external partners to achieve shared outcomes. Collaborates openly and honestly, addressing differences constructively and working through challenges in straight forward and respectful way.
• Proactive and delivery-focused, with strong attention to detail, sound judgement and the ability to manage competing priorities independently.
• Ability to work independently and make sound judgements.
• Open to learning, problem-solving, and continuous improvement.
• Committed to delivering high standards of resilience for customers.
• Demonstrates understanding of a regulated Bank's approach to policies and standards, risk management and regulatory frameworks.
• Data and digitally literate, including awareness of AI concepts, with a strong focus on improving ways of working and efficiency.
• Able to apply experience with AI tools in new situations and work within established AI rules and procedures.
• Ability to apply a set of standards which establishes, implements and maintains oversight to mitigate negative impact of failed internal processes, people and systems, or from cyber and external events.
• Working understanding of strategic tools (e.g., SharePoint, Jira, Fusion, ServiceNow).

Experience of the following would be advantageous

• Understanding of the strategic, customer and industry need for comprehensive resilience and continuity across the Bank's operations, spanning the resilience lifecycle of prevent, respond, recover, adapt and learn.
• Strong critical thinking skills, with the ability to use data, analysis, insight and feedback to support effective decision-making and continuous improvement.

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