Operational Resilience Manager

**Role overview**

The Operational Resilience Manager role reports to the Head of Risk and Compliance within the second line of defense risk function for the United Kingdom, Ireland, and South African jurisdictions.

The role holder will be responsible for delivering an Operational Resilience and Business Continuity framework, including policies, processes, and controls. The role will be expected to lead and co-ordinate Operational Resilience and Business Continuity Management activities across the United Kingdom, Ireland, and Central and Southern Africa. Activities will include Operational Resilience planning, testing, invocation, and continuous improvement, as well as working directly with clients to understand requirements and build appropriate plans.

The role is based in South Africa; however, the role holder will be required to understand the UK Financial Conduct Authority’s (FCA) rules and regulations surrounding Consumer Duty and Operational Resilience and a level of understanding of required governance to support the FCA requirements.

**Key duties**
- Operate as part of the extended TP leadership team, working with managers and senior managers across the business to influence and create BCM plans to meet the changing needs of the regulatory environment, Teleperformance and its clients.
- Ensure adherence to FCA Operational Resilience and Consumer Duty rules and regulations.
- Align plans to Group standards, best practice and ISO22301.
- Achieve ISO22301 certification within 18 months.
- Influence strategic building planning from a BCM perspective and update BCP accordingly.
- Maintain and continually improve BC options paper for client solutions/services.
- Work with each client lead to understand client needs building and maintaining bespoke plans as required, with appropriate costs approved.
- Produce reporting for Risk meetings, Board meetings, planning sessions, client reviews.
- Work closely with the Risk Team, Operations, IT Solutions, Infrastructure, IT Disaster Recovery/Resilience Manager and Procurement Department to ensure Teleperformance Operational Resilience needs are being met, documented, tested and evidenced.

**Experience**
- Demonstrable experience of managing Business Continuity across multiple jurisdictions and sites plus BPO experience (minimum 5 years).
- ISO22301 experience including audit activity and ISO22301 implementation.
- Financial Conduct Authority knowledge particularly surrounding Consumer Duty and Operational Resilience regulations.
- Strong experience of BCM relating to risk-based testing, remediation, and continuous improvement.
- Experience of negotiation of requirements versus capability to deliver an agreed position.
- Strong evidence of operating as part of senior leadership teams, driving BCM compliance through influence, negotiation, training, and awareness, deploying project management methodology as needed.
- A strong and confident manager who believes in doing the right thing, sets and delivers high standards of themselves and expects the same from others.
- People Line Management experience.

**Skills Required**:

- Strong communication and team-working skills with a proven ability to effectively work and drive engagement across different roles, clients, and stakeholder groups - key.
- Strong stakeholder management, negotiation and influencing skills - key.
- Project Management experience - key.
- Knowledge of ISO22301 or similar BCM standards - desired.
- Understanding of the Consumer Duty and Operational Resilience regulations - desired.

**Job Types**: Full-time, Permanent