About This Role

• Managing business incidents and risk events in line with governance frameworks and agreed controls.
• Chairing meetings with internal stakeholders, Lloyds Banking Group representatives, IT teams and operational colleagues to drive incident resolution.
• Tracking actions, monitoring progress and ensuring timely completion of remediation activities arising from incidents and risk events.
• Completing root cause analysis and identifying opportunities to improve processes, controls and customer outcomes.
• Producing management information, reports, agendas and updates for senior stakeholders, forums and governance committees.
• Acting as a Subject Matter Expert on projects, assessing operational impacts and identifying risks associated with change initiatives.
• Supporting customer rectification activities and ensuring customer detriment is identified, understood and addressed appropriately.
• Escalating complex issues when required and deputising for the Incident Management Senior Team Leader where appropriate.
• Contributing to continuous improvement activity by analysing trends, sharing technical knowledge and helping to strengthen operational controls.   

• Previous experience within Financial Services, Life & Pensions, Risk, Governance, Compliance or Operational Oversight environments.
• Excellent stakeholder management skills with the ability to influence, challenge and build effective working relationships across multiple teams.
• Strong organisational and planning skills with the ability to prioritise workload and manage competing deadlines effectively.
• Experience of incident management, risk event management, remediation, governance or customer rectification activities.
• Proven ability to analyse information, identify root causes and support the delivery of effective business solutions.
• Strong communication skills with experience presenting information in a clear, concise and professional manner.
• Experience working across project lifecycles, supporting change initiatives or coordinating cross-functional activities.
• Ability to work within a regulated environment while maintaining a strong focus on customer outcomes and compliance requirements.
• A professional qualification such as CII, or previous experience within Life & Pensions administration, would be advantageous.

HM: Deborah Salmond HM Email: Deborah.Salmond@diligenta.co.uk

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