Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

We currently have a vacancy for a Risk Event Governance Manager in Bristol or Edinburgh. This role is responsible for overseeing the governance, management and resolution of business incidents and risk events across the Lloyds Banking Group account. You will lead a team of Incident and Event Managers, working closely with Operations, IT, Group Risk, Client and Lloyds Banking Group stakeholders to ensure incidents are identified, investigated and resolved in line with regulatory and client expectations. The role offers the opportunity to influence customer outcomes, drive improvements in incident governance and help strengthen risk management practices across the organisation.

What you'll be doing

• Leading and developing a team of Incident and Event Managers, ensuring delivery of high-quality incident governance and customer outcomes.
• Overseeing the identification, management and resolution of business incidents and risk events in line with governance frameworks, client requirements and internal standards.
• Working closely with Operations, IT, Change, Group Risk and Lloyds Banking Group stakeholders to coordinate investigations and drive timely resolution of incidents.
• Ensuring customer remediation activities are completed accurately and within agreed timescales where customer impact has been identified.
• Identifying root cause themes, producing meaningful analysis and engaging stakeholders to implement improvements that reduce the risk of recurrence.
• Producing management information, reports and updates for senior stakeholders, governance forums and client meetings.
• Promoting a strong risk event culture across the organisation through stakeholder engagement, training and ongoing support.
• Building effective relationships with internal and external stakeholders while acting as a key point of contact for incident and event governance matters.
• Supporting continuous improvement initiatives by identifying opportunities to strengthen controls, governance processes and operational resilience.