Location: BOURNEMOUTH, DORSET, United Kingdom

As a Commercial & Investment Bank Regional Incident Manager, you will lead the execution of Global Technology Incident Management processes across the EMEA location. 

Your leadership will be pivotal in maintaining high availability and transactional integrity across our global operations, ensuring an unparalleled customer and colleague experience, resolving complex incidents, and driving the evolution of our processes and working practices. Furthermore, you will lead the response to the most critical and severe incidents and crises and provide leadership and strategic direction. Beyond this you'll develop and maintain relationships with controls and 2LoD along with representing CIB in both firmwide forums but also with our regulators and senior stakeholders.

 Job responsibilities: 

• Lead a dedicated and diverse technology team responsible for managing the CIB response to the most critical and severe incidents and crises, ensuring swift and effective resolution
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts
• Ensure the highest quality of communication for incident status, resolution, and impacts to internal and external stakeholders, including gathering relevant information to communicate to regulators
• Establish and maintain strong relationships with internal and external stakeholders, including key cross-functional team leads and controls partners, to ensure compliance with legal, regulatory, and industry standards
• Provide thought leadership and oversee the implementation and management of Technology Standards and Control Objectives, ensuring robust risk controls across the Incident organization
• Champion continuous improvement by identifying process optimization opportunities, incorporating best practices, and staying abreast of emerging technologies
• Cultivate a culture that reduces repeat incidents, fostering shared learning across global teams, ensuring we continue to be recognized as a high performing value adding team to the Corporate and Investment Bank
• Build and manage relationships with senior business and technology management and serve as a point of contact and escalation in region.

Required qualifications, capabilities, and skills:

• The successful candidate will have significant experience leading teams, managing the response to technical incidents. 
• Demonstrated ability to translate complex technology and controls concepts into relatable business terminology for senior stakeholders
• Demonstrated ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with global colleagues to deliver optimal outcomes for our business and customers.
• A proven track record of influencing executive-level decision-making
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Experience with regulator interactions with particular focus on EU & UK regulatory requirements.
• Passionate about delivering an exceptional customer and colleague experience on a global scale.

Preferred qualifications, capabilities, and skills:

• Skilled at building and maintaining relationships across global teams. 
• Coaching, mentoring, supporting and leading a diverse team of direct reports.
• Exceptional communication skills (written and verbal) at all levels of seniority.
• A keen critical thinker with a global perspective.
• Ability to take charge of a situation and drive forward on a global scale.
• Experience working with Event, Incident, Problem, and Change management on a global level.

Commercial & Investment Bank EMEA Regional Incident Lead