Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.


Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.


Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

If you would like some flexibility then please discuss this with the hiring manager.


Business Incident Management is a 24x7x365 function within BX Group Technology Service Management (GTSM) that is responsible for the communications and management of agreed incidents that impact or threaten to impact BX, our colleagues, clients and customers and/or our regulatory position in line with the agreed BIM strategy.


The Business Incident Manager (BIM) is responsible, in respect of agreed incidents, for:

24x7x365 incident communications management of stakeholders at various levels within the Business including frontline, operations, product, COO, CIO and other functional areas within the organisation
24x7x365 incident management of business/external incidents e2e supporting the business with remediation

They are also responsible for supporting the delivery and maintenance of operational effectiveness in line with accepted policies, standards, practices and procedures. The role holder will also support and drive BIM continuous service improvement as a member of the BIM team, implementing and tracking to completion.


What will you be doing?

Act as a point of contact for all BIM activity across BX GTSM, wider business areas and other required teams within the wider organisation
Managing stakeholders in the event of live incidents, predominantly in the major/limited incident arena. This entails working closely with BX GTSM units in addition to other representatives across Barclays where required
Producing and presenting communications to stakeholders. Accountable for establishing the true business and operational impact of incidents within the business
Ensuring reporting regulations are met for Regulatory bodies such as the FCA & CBI (under PSD2), MAS and IHC etc with 100% accuracy
Applying the appropriate incident prioritisation to incidents aligned to the resilience and service criticality framework
Adopts positive behaviours in the role, is passionate and committed to providing excellent customer service and displays a “can do” attitude when interacting with stakeholders and customers
Proactively and continually supports identification of potential opportunities and enhancement areas for service improvements within BIM aligned to the BX GTSM ethos – taking the lead to deliver
Work collaboratively with other BIM’s to ensure best practice is delivered – understands and able to articulate to colleagues/stakeholders how BIM underpins business goals and objectives and their expected contribution
Continually pursuing their own development to increase personal effectiveness, acknowledging strengths and areas of development that support the BIM strategy and the longer term strategic needs of the wider BX GTSM community
Core 24x7x365 incident management of business/external incidents. Participation in a flex shift pattern in hours (07:30 – 18:00), plus inclusion out of hours on call on a rota basis