The Business Incident Manager is responsible for the end-to-end management of business incidents impacting the NS&I B2B account, supporting key services including Tax-Free Childcare (TFC), Help to Save (HTS), Court Funds Office (CFO), and Help to Buy (HTB). The role ensures effective coordination of incident response activities, maintains clear and timely communication with internal stakeholders and clients, and drives continuous improvement through root cause analysis and incident trend reporting.
Key Responsibilities
Incident Management & Coordination
- Lead the management of business incidents from identification through to resolution and closure.
- Coordinate cross-functional teams (operations, IT, suppliers, and stakeholders) to restore service as quickly as possible.
- Ensure incidents are prioritised appropriately based on business impact, risk, and customer detriment.
- Maintain control and oversight during live incidents, including facilitating incident calls/bridges and decision-making.
Stakeholder & Client Communication
- Act as the primary point of contact for incident-related communication within the business and with NS&I/HMRC stakeholders.
- Provide clear, concise, and timely updates to internal teams, senior leadership, and client representatives.
- Translate technical issues into business-impact language for non-technical audiences.
- Ensure communication aligns with contractual obligations (SLAs/OLAs) and governance expectations.
Service Recovery & Resolution
- Drive and coordinate actions required to mitigate customer and operational impact.
- Challenge and support resolver teams to ensure timely and effective resolution of incidents.
- Escalate issues appropriately where progress is at risk or impact is increasing.
Root Cause Analysis & Continuous Improvement
- Lead or coordinate the completion of root cause analysis (RCA) for significant incidents.
- Ensure corrective and preventative actions are clearly defined, tracked, and implemented.
- Identify systemic issues and opportunities to reduce incident recurrence.
Reporting, Insights & Trend Analysis
- Produce regular incident reporting, including KPIs, SLA performance, and impact analysis.
- Provide statistical and trend analysis to identify recurring themes, risks, and service weaknesses.
- Present insights and recommendations to senior stakeholders to inform operational and strategic improvements.
Skills & Experience
- Proven experience in incident management within a complex operational or service delivery environment.
- Strong stakeholder management and communication skills, particularly in high-pressure situations.
- Ability to coordinate multiple teams and drive outcomes under tight timelines.
- Experience producing RCA documentation and leading continuous improvement initiatives.
- Analytical mindset with experience in data interpretation, reporting, and trend analysis.
- Understanding of SLA/KPI frameworks and service management principles (e.g., ITIL desirable).
Key Competencies
- Calm and decisive under pressure
- Highly organised with strong attention to detail
- Clear and confident communicator
- Proactive problem-solver
- Strong commercial and customer awareness
Benefits
- Pension Scheme - contributions matched up to 10%
- Private medical cover
- Income Protection
- Life Assurance
- 25 days paid leave + National Holidays
- Flex benefits program