Business Continuity Manager

Job Title: Business Resilience ManagerReports to: Div Head of ResilienceBusiness Units:

Group wide – divisions and functionsLocation:

UK-based: Hybrid Working (Pan India based)

Key Purpose

Support the design of the Group’s Resilience (GR) strategy encompassing property, people, technology, and supplier resilience disciplines and implement across Capita.Support the design and implementation of Business Continuity Management, Business Resilience, Incident Management and other related frameworks as required.Provide subject matter expertise, overseeing and supporting the business in implementing and embedding these frameworksSupport the business with exercising, incident response and planning.Support the business during Business incidents and facilitate incident management processes / calls.Support bids and acquisitions through specialist advice.Identify risks and effectively manage them through governance and reporting.Collaborate with partners across Capita e.g., Group Property, IT Major Incident Mgmt (IT MIM) and develop relationships to support the embedding of process and procedures.Ensure client contractual obligations are met including ISO 22301 certificationCollaborate with Resilience Assurance teams to improve resilience in the businessDimensions

Scope:

Role is ‘not on-call’ but some out of core hours activity may be required on best endeavoursGroup-wide (UK and International)Property, People, Data, Technology and Supplier ResilienceBusiness Continuity PlanningRisk Management Framework – ensuring risks are documented and managedRegulation in relation to Resilience

Internal relationshipsDivisional stakeholders including Executive OfficersIncident Team MembersDivisional Risk DirectorsGroup Internal AuditResilience TeamTSS IT DR TeamFunctional Leads e.g. Property, H&S, IT etcIncident Management Teams e.g. IT, Information Security, PropertyExternal RelationshipsAttend client (governance / bid) meetings as required3rd Party suppliersResilience / risk consulting companies / vendorsExternal crisis related agencies e.g. emergency servicesISO audit teamsKey Decisions:Agree remediation measures for divisional/functional incidents / non-compliance to frameworksStaff management:Direct reports as defined by structure chartsScope may be expanded as Capita’s footprint changes

Key Accountabilities

Support the implementation of the partner functionSupport the implementation of the partnering approach (stakeholders, business ownership etc)Support the process/procedures for implementation at divisional / first line business activity levelDevelop the implementation of the tools to support the implementation e.g RACI, Service Catalogues etcProvide SME support to assist the business and 1LOD in meeting GR policies and standardsDesign and implement 1LOD activity within the divisionsSupport the implementation of GR policies and standards across the divisions and functionsSupport scenario exercising and assessment to identify opportunities for improvement / strengtheningRemediation / Resilience Risk ManagementPartner with the allocated business to identify and manage resilience risks, providing support on risk mitigation solutions and plansSupport the management of risk reporting into business risk committees e.g. DRC to inform on current status / gaps etcSupport resilience forums to aide / embed understanding and roleReview existing capabilities and identify opportunities for improvementSupport Post-Incident Reviews (PIR), and identify opportunities for improvementEscalate relevant matters through line management, executive management, and Senior Business/Function management as appropriateMaintain client obligations including ISO22301 certificationIncident and Crisis Management SupportProvide Incident & Crisis Management support - this may entail out of core business hours support on a best endeavour’s basis.Support local incident responseSupport bids & acquisitions through specialist advicePartner with SMEs and provide resilience support and oversight to acquisitions, bids, and disposals to ensure they are managed appropriately and in a timely mannerEnsure the business fully understands the proposed business continuity and resilience contractual requirements, and that the terms are agreeable.Support and provide oversight on third party vendorsPartner with SMEs to supplier resilience capabilities are understood by the business. Identify risks and opportunities for improvementShare intelligence to promote better ResilienceShare risk intelligence across Capital based on internal and external threats and identify opportunities for increase response, readiness, and monitoringStaff ManagementWork with the line manager to ensure appropriate resources and succession plans are in place and to actively search and implement synergies and efficiencies across the divisions.Be a role model for the team by demonstrating commitment to Capita’s values and behaviours.Mentor and develop direct reports, manage performance, communicate targets and monitor standards of competent behaviour, dealing with poor performance promptly, where appropriate through feedback to the divisional/business management.

Measures of successPro-active member of forums, committees and stakeholder meetings

Gauge - feedbackPerceived to provide strong support, subject matter expertise and delivery

Gauge – as abovePerceived to be responsive and adaptive in the interests of the company and stakeholders.

Gauge – survey on cooperation, ability to deliver, response time, quality of responseEffective team management, with a focus on coaching team members and skills development

Gauge on staff skills and knowledge improvement (based on performance reviews), career progression of staff (within Capita and internal promotions vs external hires), employee feedback (360 feedback survey) and Capita employee engagement indexResilience risks and vulnerabilities are identified and proactively risk managed to demonstrate effective risk oversight

Gauge - feedback

4. Key Competencies Essential (E) Important (I) Not Applicable (N/A)LeadershipInspiring, supporting and developing others to achieve outstanding levels of performance.

EPerformance ManagementDelivery of business objectives through effective setting of personal and team goals.

ETeam WorkingCo-operating with and respecting colleagues to exceed the sum of individual performance.

ECommunicationThe ability to listen, express and articulate information effectively.

ECommercial AwarenessContribution to the Business through awareness of Group Services, the Business Unit’s purpose and its marketplace; and identification of new opportunities.

ECustomer ServiceCreating the best possible experience for Business Partners and their customers.

EInnovation & Continuous ImprovementConstantly seeking to improve the way business is done through analysis, creativity, problem solving and change initiatives.

EResults focusedGetting the job done in an efficient way through effective time, task and financial management.

ESkills, Knowledge & ExperienceProven experience of delivering 1LOD/2LOD Business Continuity / Resilience ideally within a regulated environmentThorough understanding of incident and crisis management best-practiceExperience of delivery across both private and public sectors is desirableAt least 3 years’ experience of business continuityA knowledge of the key business functions (e.g., operations, sales, marketing, finance, corporate governance) and an understanding of the key crisis management risks and controls in these areas.Risk management knowledge and experience, using fundamental risk management concepts and methodologiesA detailed knowledge of the standards (ISO, BCI), tools and techniques of business continuityBC/Crisis related qualification preferredProven track record of effective people managementAbility to work effectively with senior managers, operational and IT staff to ensure they deliver requirements in accordance with the standardsHigh standard of analytical, organisational, and planning skills and resource management together with ability to problem solve, prioritise effectively and to deliver results.Significant understanding of large projects and the likely risk issues that may affect project delivery and financial impactsCapability to translate complex concepts/ requirements into practical business solutionsCommercial understandingGood challenging and investigative skillsStrong communication (including report writing), challenging, investigative, influencing and presentational skills, with senior management and in formal committee settingsAbility to work with staff at all levelsAbility to or experience of working with ClientsA self-motivated individual with the ability to drive and develop the role and assist management in ensuring that the business is controlled, compliant and well managed.A helpful and positive manner, with an optimistic, open, pragmatic, and flexible approach to change.Flexibility and ability to work in a multinational and multicultural environment.

Interested candidates with relevant skillset, please email your resume to

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