Incident Management Lead

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Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

About the role

Hargreaves Lansdown (HL) are now recruiting an exciting opportunity for an Incident Management Lead to join a new team. You'll be responsible for overseeing the day-to-day management of incidents/crises including the ongoing development and embedding of the Operation Resilience Incident Management Framework, standards, and processes across the organisation, ensuring HL is operating in a way that minimises disruption to clients, colleagues and process.

What you'll be doing

• Leading the coordination of incidents across the organisation in line with HL Incident and Crisis Management Framework, standards, and processes.
• Creating and embedding a suite of Crisis Management standards and processes across the organisation, ensuring that those within crisis management fully understand their role and responsibilities, and how to operate during a crisis/incident.
• Monitor, maintain and update the Crisis Management Framework.
• Responsible for the creation, maintenance, and delivery of Crisis Management training.
• Driving improvements by working with stakeholders across Digital, Cyber, Data, Third Parties, Risk and 1st line teams to create and embed a robust, centralised process for the management of incidents.
• Professional competence ensuring up to date regulatory knowledge and expertise through industry forums and broader engagement internally.
• Work collaboratively with stakeholders to monitor and detect early signs of an incident, assess the potential business/client impact, invoke the appropriate crisis response (Bronze/Silver/Gold) working through to recovery of the incident.
• Establish and drive an effective process for incident communications, ensuring key stakeholders are informed at all relevant phases of the Incident Management life-cycle.
• Responsible for the completion of incident root cause analysis, driving improvements to the overall management of incidents through conducting post incident reviews.
• Prepare reports and dashboards related to incidents/crises to inform senior stakeholders up to executive level.
• Ability and experience to deputise for Senior Manager Scenario Testing and Incident Management, including when required on industry and specific resilience related meetings.
  

About you

• Previous experience of running incidents is preferred
• Strong networking capability and influencing skills
• Ability to manage own workload and deadline-oriented work
• Strong verbal and written communication skills
• Results oriented Critical, analytical thinking and pragmatic problem solving
• Effective communication, negotiation and presentation skills
• Good organisational, analytical and research skills
• Ability to work well under pressure in a fast paced environment

Interview process

The interview process for this role will be a two-stage interview with a task assessment.

Working Schedule

This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.

The team must be available on a 7am-7pm rota.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

*dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.