Operational Resilience Lead

6 months ago

Redhill, United Kingdom WTW Full time

Within the Insurance Portfolio of Outsourcing line of business, operational resilience specifically includes critical systems and processes supporting including Payroll, Query Handling, Complaints Handling and One-off/ Lump Sum Payments.

Great opportunity to join our Outsourcing line of business as an **Operational Resilience Lead **responsible in supporting the implementation and strengthening of the business's operational resilience.

The Operational Resilience lead will also support the daily processes and activities to provide monitoring and alerting for issues and risks while managing the day-to-day operations and resources of the operational resilience service. This role reports into the Outsourcing GB Head of Risk.

A key element of the role is ensuring that the measures and mitigations in place adhere to the regulatory controls in place globally, including the Financial Services Compensation Scheme (FSCS), Financial Conduct Authority (FCA) and the Pensions Regulator (TPR).

Responsible for supporting the implementation and strengthening of the business’s operational resilience.

**The Role**
- Ensuring that a consistent framework is in place to systematically identify, measure, mitigate, report, monitor, test and manage the most significant resilience risks to our business.
- Implementation of the framework and polices designed to prevent, adapt, and respond to, as well as recover and learn from, operational disruptions.
- Oversee all continuity planning within the LOB, working closely with the Enterprise Operational Resilience team.
- Working with the Enterprise Operational Resilience team, develop, review and coordinate implementation of Operational Resilience Policy in respect of critical business services and processes for Outsourcing LOB.
- Develop, coordinate the action plan for Operational Resilience in respect of Operational Buffer/Redundancy, Contingency Plans and Recovery Plans and monitor/report on overall execution.
- Develop a consolidated Operational Resilience report, ensuring validation with SMEs and sign off by the Head of Risk
- Define Resources, Limitations/Constraints, Test strategy of Contingency Plans
- Define Recovery Time Objective (RTO) and Recovery Point Objective (RPO) goals, Test strategy and Monitoring solution for each identified system.
- Coordinate an annual testing plan and track completion of test/exercise reports and identified actions.
- Coordinate and support the development and execution of the Third-Party assessments.
- Document Business Continuity strategy options, including advantages and disadvantages for each, and what additional work would be needed to make the strategy viable.
- Custodian of the Business Continuity and Resilience implementation plan
- Lead for LOB incident response and business impact assessment during and post an incident

**The Requirements**
- Strong background in operational risk management, business continuity planning, or crisis management
- Experience in designing and delivering organisational resilience systems.
- Extensive industry experience in a similar role within the financial services industry with a good knowledge of insurance business structure (development, dependencies, features etc.)
- Strong logical and problem-solving skills with the ability to effectively evaluate and assess immediate security needs and requirements and develop and implement practical solutions to complex problems.
- Highly organised, motivated professional with excellent written and verbal communicator, being able to engage, advise and enthuse at all levels and across cultural divides, and with the ability to understand and explain the impact and sensitivity of security issues.
- Highly adept at building rapport and influencing at all levels of the organization from the Executive leadership to front line workers and delivering through a matrix organisation.
- Proactive self-starter, able to work effectively under time constraints and deadlines, has a sense of urgency to accomplish things quickly, and an ability to prioritise multiple tasks and deal with unforeseen circumstances.
- Detailed understanding of all MS Products (Excel, Access & PowerPoint) essential
- Desire to learn and take on responsibility.
- Able to work as a collaborator in a complex, cross functional and operational environment.
- Professional certification in (Certificate of the Business Continuity Institute (CBCI), Disaster Recovery Institute (DRI), ISO 22301:2019 etc.) will be an added advantage.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued, and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

**Equal Opportunity Employer

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