Operational Resilience Manager

3 weeks ago

Middlesbrough, United Kingdom GB Bank Full time

About us

We are a small team of ambitious, passionate, and committed people who have come together to make our shared purpose a reality – to help build better futures for the communities that need it most. Following the award of our full banking licence, we are delighted to be adding to our team to enable our big ambitions. We are determined to grow a bank that we can be proud of. One that makes a difference, is empathetic, fair and creates opportunities for everyone.


Role purpose

In this exciting, newly created role we’ll ask you to lead on delivering the Bank's strategies and plans to align with industry standards and regulations for Incident Management, Operational Resilience, and Business Continuity. This is a really varied role would suit someone who is a self-starter, enjoys being hands-on and would welcome the opportunity to work closely with a wide range of stakeholders in an ever-changing and growing business.


As Operational Resilience Manager, you will find yourself:

  • Managing and co-ordinating all problems and incidents to help minimise the impact for our customers and stakeholders, ensuring service operations are restored quickly.
  • As the key escalation point for incidents, you will assess any reported incidents, whilst reviewing the impact and urgency of the situation.
  • Setting clear standards for Operational Resilience by defining the maximum tolerable level of disruption to important business services, supported with specific outcomes and risk metrics.
  • Building an effective Business Continuity and crisis management regime, being responsible for the development of Business Impact Assessments (BIA), Business Continuity Plans (BCP) test plans across the business, embedding governance, roles, and responsibilities.


In this role we'll reply on you to...

  • Ensure that our deliverables are aligned with regulations and latest thinking in the financial services sector.
  • Prioritise the things that matter most, by understanding our important business services and determine which have propensity to pose an intolerable harm or high risk.
  • Deliver the Bank's Operational Resilience roadmap to help prevent, adapt, respond to, recover from, and learn from operational disruptions.
  • Capture relevant information to determine whether an incident needs to be declared and then classifying the severity of the incident (minor to critical).
  • Leading improvements in Business Continuity by designing, building, and delivering plans, against requirements, policies, frameworks, and best practices e.g., ISO22301.
  • Provide oversight through effective governance and oversight of controls and practices.
  • Promote and influence a positive culture across the Bank and embed into business-as-usual practices.
  • Provide support to teams across the Bank and define and embed shared responsibilities.
  • Coordinate and lead testing plans, highlighting weaknesses and areas for improvement.
  • Provide monthly and ad hoc MI as required for management and risk committees.
  • Liaise with stakeholders to provide updates on compliance status and delivery roadmaps.
  • Work closely with outsourced service providers suppliers as required to implement recovery and resolution plans.
  • Upon resolution of an incident, produce an incident report identifying root cause analysis and lessons learnt and improvements.



Skills and experience – you are/will have most of the following:

  • Hands on experience of working in incident response & management, operational resilience, and business continuity roles.
  • Demonstrable knowledge of adhering to industry regulations PS21/3, PS6/21, and international standards such as ISO22301.
  • Good knowledge and application of ITIL Incident and Problem management practices.
  • Proven experience with running Major Incident Management and Crisis Management.
  • Proven record in the development of business continuity deliverables e.g., BIA's, BCPs,
  • BCM framework and communication plans.
  • Ability to lead and influence rapid response teams in the event of a crisis or incident.
  • Working knowledge of cloud services providers and key technologies e.g., Amazon AWS, Microsoft products (Azure, Office 365).
  • Experience of Outsourcing and third-party risk management PS7/21.
  • Project management and planning experience.
  • High energy, enthusiastic and can-do mindset.
  • An excellent communicator at all levels, with strong writing skills.
  • Problem-solving skills and an ability to interpret data to identify emerging risks and key trends.
  • Detail oriented but able to determine priorities in a time sensitive manner.
  • Collaborative and considerate working style.
  • Stakeholder management experience.
  • Be a calming influence, even in high pressure and crisis situations.


What we can offer you:


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