Head of Operational Resilience & Business Services

Tasks

• Proactive leadership, oversight, and performance management of the Business Support Team, the local IT project, and the Profile Manager.
• Building and fostering a collaborative, service-oriented, and high-performing culture across all teams.
• Setting clear, ambitious performance and development goals for team members.
• Guidance, mentoring, and support for team members to ensure they receive adequate support and professional development.
• Establishing and maintaining strategic partnerships with all relevant internal stakeholders (e.g., the Risk Department, management and operational departments, first-line and middle-line GRC staff, and senior management).
• Managing the department's budget, business planning, and work priorities within the areas of responsibility.
• Leadership and management of the Business Support Team, consisting of an Executive/Personal Assistant and Financial Operations.
• Ensuring appropriate communication flows and continuity of services across the branch.
• Distribution of the workload within the team to ensure efficient and effective service delivery.
• Overseeing the onboarding of Executive Support and Business Support Services for the branch manager and senior management.
• Contribute to the branch's business support processes, service standards, and strategic initiatives.
• Management of improvement programs, accountability, and performance-based measures at the executive and administrative levels.
• Provision of management oversight for all local and corporate business continuity operations.
• Ensuring the delivery of reliable, robust, and resilient business and operational processes and group commitments.
• Serves as a key internal resource for local testing initiatives, providing reports on service delivery and areas for improvement.
• A senior-level problem solver who uses business acumen to recommend key mitigation measures for client and employee implementations.
• Development of executive summaries, business continuity program meetings to identify trends, regular management reporting, and other information requirements.
• Providing expertise for business impact analyses, resilience plans, procedures, drills, etc.
• Ensuring an appropriate approach to business risk with respect to the bank and the associated mitigations, in conjunction with the business impact analysis.
• Ensuring operational readiness for function-specific tests, audits, or proactive preparation for senior management and/or committees.
• Serves as the central compliance framework for regulatory relationships across all aspects of the customer financial management policy. Local management guidelines for existing business units and behavioral compliance (BCL) that integrate business operations—including management and operations (BOL), information technology (IT), information security (IS), test day risk management (TDRM), and data management (DM).
• Defining the direction and recommending "go/no-go" decisions for operational activities.
• Ensuring alignment with evolving regulatory requirements and industry best practices.
• Ensure the consistent use of Business Continuity Management (BCM), Information Technology Resilience and Security (ITRS), Test Day Risk Management (TDRM), and Data Management (DM).
• Coordination of the identification, assessment, and documentation of local or critical functions and the associated executive reference.
• Collaborate with key local functions, BCL staff, and group stakeholders to ensure accurate and comprehensive documentation.
• Maintenance of accurate and up-to-date functional and application-specific operating instructions and related documentation for the Group.
• Ensuring the use of specific job titles for certain senior IT, finance, and business