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Head of Operational Resilience


Deep knowledge of financial regulatory requirements, especially those concerning Operational Resilience and Outsourcing.

Good knowledge across the following areas: business continuity; incident/crisis management; disaster recovery, including IT resilience/recovery.

Responsible for the design and delivery of the Operational Resilience Framework, ensuring it is embedded across the organisation and continues to meet all regulatory and business expectations.

Maintain and develop a program of work that delivers on the regulatory requirements for operational resilience, including reviewing and mapping important business services and testing and remediating them against tolerance thresholds; ensure meaningful KPIs are monitored.

Review, set, assess, and generally monitor Tolerance Levels and considering Consumer Intolerable Harm ensure appropriate escalations and mitigations are under-taken in the event of an incident 

Accountable for ensuring the proper reporting and analysis of loss events and quantification of potential events 

Lead on crisis management across operational areas, both in testing and any actual invocation

Overall programme management and governance

Experience in defining, implementing and enforcing risk-based standards, processes and procedures for responding to disruptions in business or IT operations

Experience with the testing of emergency response, IT recovery support and business resumption procedures

Experience with the management of vendors that provide critical or important services, both outsourced and non-outsourced.

Knowledge on operational risk tools and mitigating factors.

Experience with Financial Services or similar regulated industry


Proven ability to work under stressful conditions such as business-related crisis but remaining calm under pressure working quickly and effectively, especially in periods of crisis management

Ability to work in virtual, disparate, cross functional teams

Has the ability to influence at all levels and to take a view and challenge when necessary

Gravitas, presence and ability to exert influence across Teams. Demonstrable leadership 

Highly analytical, able to formulate and follow through long term plans

Takes ownership, gets things done and solves problems

Identifying and managing critical and important outsourcers and other service/product providers to a minimum of the regulatory requirement; promote effective oversight to a common, high standard; challenge underperformance and ensure any failings are scrutinised; perform and document thorough due diligence; assess business continuity and crisis management arrangements, including testing.

Managing and supporting business areas with the escalation and response of Operational Disruptions where Impact Tolerances have been breached.

Identifying and training stakeholders to carry out Framework activities, guiding and helping them to embed Operational Resilience within their BAU activities.


Ensure your own continuous professional development by participating in external networking / conferences /associations / groups, to stay current on Industry developments & innovations.  Encourage, support and coach other team members in their own development.

Maintain a positive and solution-oriented approach to work, providing open and honest feedback.

In all internal and external contact, present a professional and positive image of the department, the team and the company as well as maintaining mutually constructive, positive and beneficial relationships.

Take all reasonable steps to ensure appropriate confidentiality.

Proactive and a self-starter.

Empathetic with a high degree of emotional intelligence

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