Out of Hours Incident and Operational Resilience Manager

JOB TITLE: Out of Hours Incident and Operational Resilience Manager

SALARY: £43,803 to £48,670
LOCATION: Basildon
HOURS: Full-Time
WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at our office site.

About this Opportunity

Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.
Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for an Operational Resilience Manager.

The Operational Resilience Manager is expected to manage the Operational Resilience of their IBP (Important Business Process). This role ensures resilience governance, mapping, and cultural alignment within the organisation. You’ll work alongside the Incident Management Team and IBP Practitioner Forum to maintain compliance and operational standards.

There will also be an Out of Hours requirement to support our VIP clients. On call hours will include Monday - Friday 5pm - 11pm, Saturday 8am - 11pm & Sunday 10am - 4pm on a rota basis.

What You’ll Be Doing

Governance

• Facilitate and chair Local Governance meetings with stakeholders to discuss resilience matters related to IBP or change governance. Hold regular meetings to provide updates on IBP resilience, mapping updates, remediation actions among others.

IBP Mapping

• Perform End-to-End (E2E) mapping of any new IBPs within prescribed timeframe for approval and manage artefacts in ServiceNow. You’ll proactively analyse IBP Remediation Actions and manage the IBP annual assessment being responsible for attesting business unit compliance with RCSA Operational Resilience Library Controls.

Out of Hours Duties

• Provide on-call support for resilience-related incidents outside standard business hours, including weekends and bank holidays. You’ll also liaise with the Incident Management Team and relevant stakeholders to ensure timely resolution of critical issues.

Culture & People

• Be proficient in all tools and ensure anyone involved in managing IBP data in ServiceNow understands the tooling. You’ll champion this within the business.

Why Lloyds Banking Group

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

• Strong understanding of Operational Resilience principles.

• Ability to manage governance forums and stakeholder engagement.

• Proficiency in ServiceNow and technical mapping tools.

• Analytical skills for remediation and resilience assessment.

• Excellent communication and coordination skills.

• Flexibility to provide out-of-hours support when required

About Working For Us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. 

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 28 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.