Head of Operational Resilience & Business Services

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PRINCIPALES FUNCIONES

Leadership & People Management:

• Provide leadership, direction and performance management to the Business Support Team, Local IT Support, and Facilities Manager.
• Build and maintain a collaborative, service-oriented and high-performing culture across all teams.
• Establish clear objectives, performance standards and development plans for direct reports.
• Coach, mentor and support team members, ensuring appropriate training and professional development.
• Drive succession planning and operational continuity across all managed functions.
• Manage departmental budgets, resource planning and workforce requirements within areas of responsibility.

Business Support Services

• Lead and manage the Business Support Team comprising Executive/Personal Assistant and Reception functions.
• Ensure appropriate Front of House coverage and continuity of executive support services across the Branch.
• Allocate workloads and priorities within the team to ensure efficient and effective service delivery.
• Oversee the coordination of Executive Assistant and Personal Assistant support for the Head of Guernsey, COO and CRO.
• Continuously improve business support processes, service standards and stakeholder satisfaction.
• Ensure appropriate governance, confidentiality and professionalism in all executive and administrative support activities.

Information Technology Management

• Provide management oversight of the Local IT and onsite technology operations.
• Ensure the delivery of reliable, secure and resilient IT services aligned to Business and Group requirements.
• Act as the senior business stakeholder for local technology initiatives, projects and service delivery matters.
• Support effective management of technology risks, operational incidents and service improvements.
• Facilitate strong collaboration between local IT teams and Group Technology functions.

Facilities Management

• Provide leadership and oversight of the Facilities Management function.
• Ensure the Branch premises operate safely, efficiently and in accordance with regulatory and health and safety requirements.
• Oversee workplace services, business continuity arrangements relating to facilities, vendor management and office infrastructure.
• Support office planning and workplace initiatives that enhance employee experience and operational effectiveness.
• Ensure appropriate management of facilities-related risks, contracts and service providers.

Operational Resilience Governance & Oversight:

• Serve as the Local Operational Resilience Responsible per JBG Global Operational Resilience Policy.
• Represent Local Operational Resilience with the existing Business Risk and Conduct Committee (BRCC), integrating key functions including Business Continuity Management (BCM), Information Technology (IT), Information Security (IS), Third-Party Risk Management (TPRM) and Data Management.
• Ensure effective implementation of global policies and procedures at the local level.
• Maintain alignment with evolving regulatory requirements and industry best practice.
• Provide oversight across Business Continuity Management (BCM), Information Technology, Information Security, Third-Party Risk Management and Data Management activities.

Critical Function Management:

• Coordinate the identification, assessment and documentation of local Critical Functions and associated Disruption Tolerances.
• Partner with local function owners, BCM and Group stakeholders to maintain accurate resilience documentation.
• Conduct annual reviews of Critical Functions and Disruption Tolerances and submit recommendations for Group approval.
• Ensure Critical Functions remain appropriately supported, tested and governed.

Testing & Lifecycle Management:

• Develop and maintain a multi-year resilience testing programme aligned to Group standards.
• Plan and coordinate end-to-end resilience testing exercises, including business recovery and crisis management scenarios.
• Ensure testing outcomes are documented, reported and translated into actionable remediation plans.
• Monitor testing effectiveness and drive continuous improvement in resilience capabilities.

Remediation & Continuous Improvement:

• Oversee remediation activities arising from resilience assessments, testing, incidents and audit findings.
• Monitor, validate and report progress against agreed actions and timelines.
• Escalate material risks, gaps and investment requirements to appropriate governance forums.
• Promote a culture of proactive risk management and continuous improvement across the Branch.

Reporting & Stakeholder Management:

• Provide regular reporting to local governance committees and updates to the Group Operational Resilience Committee (ORCO) and Operational Risk Control (ORC) on local testing outcomes, incidents, risks and remediation status.
• Contribute to annual Group reporting submitted to the Executive Board Risk Committee (ExB RC) and Board of Directors Governance & Risk Committee (BoD GRC).
• Maintain effective relationships with senior stakeholders locally and within Zurich Head Office.

Third Party Risk Management & Outsourcing

• Act as the Branch subject matter expert for Third Party Risk Management and Outsourcing.
• Chair the Local Third Party and Outsourcing Sub-Committee.
• Oversee all outsourcing governance, risk assessment, monitoring and reporting activities.
• Coordinate quarterly outsourcing reporting and ensure compliance with regulatory obligations.
• Drive effective use of systems and technology, including ServiceNow, to support third-party oversight and reporting.

Cyber Security

• Act as the local coordinator for cyber security matters and primary liaison with Group Information Security teams.
• Promote cyber resilience awareness throughout the Branch.
• Coordinate local cyber testing, simulations and awareness programmes.
• Monitor emerging cyber threats and ensure local risks are appropriately managed and escalated.
• Support the Branch's response to technology and cyber incidents.

Information Security & Data Protection

• Support implementation and maintenance of Information Security controls and standards.
• Partner with Legal, Risk and Compliance to ensure ongoing compliance with data protection requirements.
• Promote awareness of information security and data protection obligations across the Branch.
• Coordinate audits, reviews and assurance activities relating to information security and data protection.
• Support the delivery of remediation actions arising from reviews and assessments.

YOUR PROFILE

Personal and Social

• Proven people leader with experience managing multidisciplinary operational teams.
• Strong stakeholder skills, able to work with and challenge people at all levels, including senior management and Group functions.
• Excellent communication and presentation skills, with the ability to translate complex topics into practical business solutions.
• Highly organised, proactive and capable of managing multiple priorities simultaneously.
• Demonstrates sound judgement, resilience and composure under pressure.
• Collaborative leadership style with the ability to build trusted relationships across the organisation.
• Strong coaching and team development capabilities.

Professional and Technical

• Extensive experience within operational resilience, operational risk, outsourcing, business continuity or a related discipline within a regulated financial services environment.
• Minimum 7 years' relevant experience, including management responsibility.
• Strong understanding of operational resilience frameworks and regulatory expectations.
• Experience managing business support, operational services or corporate infrastructure functions.
• Demonstrable experience in third-party risk management and outsourcing governance.
• Knowledge of business continuity, crisis management and resilience testing methodologies.
• Strong understanding of cyber security and information security principles.
• Experience producing management information and presenting to committees and senior governance forums.
• Knowledge of ServiceNow or similar governance and workflow management tools.
• Previous experience managing budgets, suppliers and service delivery functions would be advantageous.

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