Deputy General Manager - Business Resilience Job in Capita Offshore Business Services Pvt., Ltd.

Job Description Key Purpose Support the design of the Group s Resilience (GR) strategy encompassing property, people, technology, and supplier resilience disciplines and implement across Capita. Lead, design, and support 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 frameworks Support 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 certification Collaborate with Resilience Assurance teams to improve resilience in the business Scope: Role is not on-call but some out of core hours activity may be required on best endeavours. Capita Experience - all locations Property, People, Data, Technology and Supplier Resilience Business Continuity Planning Risk Management Framework ensuring risks are documented and managed Regulation in relation to resilience Internal relationships Group ExCo Divisional stakeholders including Executive Officers Incident Team Members Divisional Risk Directors Group Internal Audit Resilience Team TSS IT DR Team Functional Leads e.g. Property, H&S, IT etc Incident Management Teams e.g. IT, Information Security, Property External Relationships Attend client (governance / bid) meetings as required 3rd Party suppliers Resilience / risk consulting companies / vendors External crisis related agencies e.g. emergency services Key Decisions: Agree remediation measures for divisional/functional incidents / non-compliance to frameworks Staff management: Direct reports as defined by structure charts Develop and implement the partner function Develop and implement the partnering approach (stakeholders, business ownership etc) Develop and manage process/procedures for implementation at divisional / first line business activity level Develop and implement the tools to support the implementation e.g RACI, Service Catalogues etc Provide SME support to assist the business and 1LOD in meeting GR policies and standards Design and implement 1LOD activity within the divisions Support the implementation of GR policies and standards across the divisions and functions Support scenario exercising and assessment to identify opportunities for improvement / strengthening Remediation / Resilience Risk Management Partner with the business to identify and manage resilience risks, providing support on risk mitigation solutions and plans Management of risk reporting into business risk committees e.g. DRC to inform on current status / gaps etc Establish and run resilience forums to aide / embed understanding and role Review existing capabilities and identify opportunities for improvement Support Post-Incident Reviews (PIR), and identify opportunities for improvement Escalate relevant matters to the Group Resilience Director, Executive management, and Senior Business/Function management as appropriate Maintain client obligations including ISO22301 certification Incident and Crisis Management Support Provide Incident & Crisis Management support - this may entail out of core business hours support on a best endeavour s basis. Lead incident response Support bids & acquisitions through specialist advice Partner with SMEs and provide resilience support and oversight to acquisitions, bids, and disposals to ensure they are managed appropriately and in a timely manner Ensure 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 vendors Partner with SMEs to supplier resilience capabilities are understood by the business. Identify risks and opportunities for improvement Share intelligence to promote better Resilience Share risk intelligence across Capital based on internal and external threats and identify opportunities for increase response, readiness, and monitoring Staff Management Work with the Group Resilience Director 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. Pro-active member of forums, committees and stakeholder meetings Gauge - feedback Perceived to provide strong support, subject matter expertise and delivery Gauge as above Perceived to be responsive and adaptive in the interests of the company and stakeholders. Gauge survey on cooperation, ability to deliver, response time, quality of response Effective 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 index Resilience risks and vulnerabilities are identified and proactively risk managed to demonstrate effective risk oversight Gauge - feedback 4. Key Competencies Leadership Inspiring, supporting and developing others to achieve outstanding levels of performance. Performance Management Delivery of business objectives through effective setting of personal and team goals. Team Working Co-operating with and respecting colleagues to exceed the sum of individual performance. Communication The ability to listen, express and articulate information effectively. Commercial Awareness Contribution to the Business through awareness of Group Services, the Business Unit s purpose and its marketplace; and identification of new opportunities. Customer Service Creating the best possible experience for Business Partners and their customers. Innovation & Continuous Improvement Constantly seeking to improve the way business is done through analysis, creativity, problem solving and change initiatives. Results focused Getting the job done in an efficient way through effective time, task and financial management. Skills, Knowledge & Experience Proven experience of delivering 1LOD/2LOD Business Continuity / Resilience ideally within a regulated environment Thorough understanding of incident and crisis management best-practice Experience of delivery across both private and public sectors is desirable At least 5 years experience of business continuity at senior levels A 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 methodologies A detailed knowledge of the standards (ISO, BCI), tools and techniques of business continuity BC/Crisis related qualification preferred Proven track record of effective people management Ability to work effectively with senior managers, operational and IT staff to ensure they deliver requirements in accordance with the standards High 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 impacts Capability to translate complex concepts/ requirements into practical business solutions Commercial understanding Good challenging and investigative skills Strong communication (including report writing), challenging, investigative, influencing and presentational skills, with senior management and in formal committee settings Ability to work with staff at all levels Ability to or experience of working with Clients A 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.