Incident Response and Operational Manager

JOB TITLE: Incident Response and Operational Manager

SALARY: From £59,850

LOCATION(S): Chester, Leeds or Manchester

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

Here in the Embedded Finance team, we are a start-up business unit within Lloyds Banking Group Consumer Lending and are tasked with building out propositions that solve customers’ financial needs, when and where they are.

We seek people with a desire to learn, an ability to build partnerships with a broad range of specialists across functions, and the patience and resilience to implement strategies that will evolve with changing customer, market, and regulatory contexts.

Our agile team is fast paced, focussed and fun; we want someone who is open, collaborative, driven, demonstrating a commercial and agile mentality whilst having fun along the way.

What you will be doing

• Lead and manage incident resolution by directing operational managers, balancing resources, and ensuring timely issue resolution.
• Run incident calls and assess impacts, collaborating across teams to minimise disruption and maintain business continuity.
• Communicate incident status and actions effectively to senior leaders, providing clear updates on scale, impact, and resolution progress.
• Drive root cause analysis and continuous improvement, ensuring lessons are captured and tracked through actionable plans.
• Monitor service performance and develop improvement strategies, using trend analysis to address hot spots and enhance reliability.
• Maintain and evolve operational frameworks, including incident playbooks, disruption models, and tactical processes, while partnering with stakeholders to optimise practices.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need

• Passion for product innovation and technology in Consumer Lending and Buy Now Pay Later, with a strong customer-centric mindset and a drive to create solutions that meet customer needs through creative problem solving.
• Tenacious and resilient in navigating change and complexity, with the ability to work independently, prioritise effectively, and view challenges as opportunities for growth.
• Strong communicator, both written and verbal, with the ability to simplify complex topics and tailor messages to different audiences. Skilled in stakeholder management, including experience with internal teams and third-party partners.
• Strong analytical skills to interpret data and drive customer-focused improvements, with a solid understanding of regulatory and control environments.
• Genuine enthusiasm for contributing to team success and fostering a collaborative environment.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.