Incident Assistant Manager

Overview

In this role, you will oversee end-to-end incident management for Embedded Finance products, coordinating across internal teams and partners to restore services and protect customers. You’ll support triage, impact assessments and post-incident reviews within a fast-paced, collaborative team. You will drive clear incident communications to senior stakeholders and ensure timely, evidence-based actions and learning. This role offers a chance to influence operational resilience at scale and work in a values-led, inclusive culture.

Pay / Benefits

• generous pension contribution up to 15%
• annual performance-related bonus
• share schemes including free shares
• discounted shopping
• 30 days’ holiday plus bank holidays
• wellbeing initiatives and parental leave policies

Responsibilities

• Support end-to-end incident response from triage to closure and post-incident review
• Coordinate incident bridges and working groups with business, technology, operations and supplier stakeholders
• Assess and document impacts across customers, merchants, colleagues, operations, finance, regulatory, and reputational areas; escalate risks
• Prepare clear, timely incident communications for various audiences
• Collaborate with suppliers and service partners to investigate, restore and resolve incidents, tracking actions
• Maintain complete incident records (priority, impact, decisions, actions, workarounds, resolutions)
• Conduct root cause analysis and post-incident learning, tracking improvements and preventative measures
• Maintain and improve incident playbooks, escalation routes, and governance for Embedded Finance products
• Produce incident management insights to identify trends and opportunities to improve customer outcomes and resilience
• Support rectification and remediation activities as needed
• Handle operational tasks such as monitoring, oversight, control or tactical activities when required

Key requirements

• Experience supporting incidents or operational issues in a complex environment
• Strong stakeholder management skills to coordinate cross-functional teams
• Excellent written and verbal communication, ability to simplify complex information for multiple audiences
• Customer-focused mindset with strong analytical ability and good judgement for impact and risk assessments
• Tenacity and resilience with ability to manage competing priorities and keep accurate records
• Experience in coding & reporting is desirable but not essential

• calm under pressure
• organised
• delivery-focused
• customer-focused
• strong communication
• coding & reporting (desirable)

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