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Thursday 08 June 2023 £24,579 - £27,310 Other Agile Working Arrangements / Open to Discussion Part of Lloyds Banking Group, Cardnet are a provider of merchant services across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.

Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper and a strong mandate for growth in 2022 and beyond. We currently have an opportunity available in our Operations Team for an Operations Assurance Assistant.

You'll share our passion for solving problems and demonstrate a cool head under pressure in managing service Incidents and the follow up remedial and root cause analysis activity. You'll apply your skills and expertise to positively manage stakeholders and their expectations and focus on understanding what has gone wrong and how we can improve our service.

Working as part of a small but skilled team, you will be responsible for the administration of Cardnet’s Critical Business Process (CBP), which will include reviewing controls, identifying improvements and supporting assessment activities. There will be the opportunity to gain externally recognised Continuous Improvement qualifications (Lean Six Sigma) as part of the role. Your curiosity and attention to detail will help you quickly become a subject matter expert who will be a ‘go to’ person for all things Incident and CBP-related.

• Work closely with Central Incident teams and internal/JV stakeholders during the management of live incidents to co-ordinate colleague communications, assess impact and manage remediation activities
• Lead and support Root Cause Analysis activities to ensure that we learn from service issues and ensure we use these experiences to make improvements to our system and service performance
• To manage the completion of remediation activity including impact analysis, letter generation, and client reimbursement
• Completion of Risk submissions and close liaison with Risk partners to share updates and agree where control strengthening is required
• Build and develop close working relationships with all operational areas within both the bank and JV partner, including sharing knowledge on Cardnet and ensuring roles and responsibilities understood
• Provide monthly MI Reporting and trend analysis on incident and service performance
• Support annual and periodic reviews of Cardnet’s CBP, including reviewing controls and identifying improvements

• Continuous Improvement & Problem Solving
• Attention to Detail and Ability to Analyse Complex Data
• Strong Stakeholder Management and Negotiation Skills
• Self-Motivated
• Tenacity And Willingness To ask Awkward Questions
• Clarity In Written and Verbal Communication
• Calm Under Pressure

• Proven problem-solving experience and mentality
• Experience working with 3rd parties (clients or suppliers) and internal stakeholders
• Ability to work effectively under pressure, negotiate effectively and communicate clearly in both verbal and written formats
• Proven ability to build and maintain relationships at all levels of client and internally – including Sales/RMs, Risk and Operations
• Strong communication skills, including ability to chair meetings with multiple senior stakeholders
• Comfortable managing and analysis large amounts of technical data
• A deep curiosity and tenacity to understand root causes of issues and find solutions to meet client requirements
• Working knowledge of card acquiring and card schemes an advantage
• Continuous Improvement (Lean Six Sigma) qualification and/or experience an advantage