Key Responsibilities
Business Continuity Management
* Maintain the organisation-wide Business Continuity Management Framework, ensuring alignment with ISO Standard 22301 and UK regulatory requirements.
* Lead the refresh and implementation of Business Impact Assessments (BIA) and Business Continuity Plans (BCPs) across the organisation, including an ongoing annual review process.
* Develop and undertake organisation-wide continuity testing on an annual basis.
* Coordinate reviews of third‑party BCPs, providing insight into third‑party risk assessments and ensuring continuity of third parties is present within the BIA and BCM processes.
Operational Resilience
* Maintain the organisation-wide Operational Resilience framework, ensuring alignment with UK regulatory requirements.
* Lead the refresh and testing of Important Business Services (IBS), impact tolerances, mapping and scenario testing activities.
* Coordinate with business areas to ensure resilience risks, issues and vulnerabilities are identified, documented, and mitigated.
* Support the development of the annual self‑assessment document.
Regulatory Impact Assessment
* Conduct assessments of relevant existing and emerging industry regulation (e.g., FCA, ICO, BCI) and evaluate operational impacts.
* Translate relevant regulatory requirements into clear business actions and monitor completion.
* Act as a subject‑matter contact for relevant regulatory change across customer‑facing operations.
Change & Transformation Support
* Provide continuity and resilience input to change initiatives, digital transformation projects, and process redesign.
* Undertake formal risk assessments for change, ensuring risks, dependencies, and controls are understood and addressed.
* Support project teams with continuity and resilience considerations and readiness for regulatory change.
Incident & Issue Management
* Work with the Group wide Incident Manager to provide a business continuity perspective on ongoing incidents and emerging issues.
* Support proactive identification of potential operational incidents and coordinate mitigation actions.
* Assist with root‑cause analysis, lessons learned exercises, and tracking of follow‑up actions.
Reporting & Stakeholder Communication
* Produce high‑quality continuity and resilience reporting for senior leadership, committees, and regulators.
* Communicate continuity and resilience insights clearly to operational teams, senior managers, and external stakeholders.
* Promote a strong continuity and resilience culture across customer operations.
Knowledge, Skills & Experience
Technical & Professional Skills
* Strong knowledge of Operational Resilience, business continuity, and ISO 22301 / FCA regulatory obligations.
* Good understanding of risk management frameworks, control design, and assurance methodologies.
* Experience in insurance operations, ideally in home insurance, customer service, or claims.
* Ability to interpret and communicate standard or regulatory change in a practical, business‑focused way.
* Understanding of third‑party risk management and supply chain assurance.
* Experience supporting incident management, risk assessments, or operational change.
Analytical & Problem‑Solving Skills
* Ability to analyse operational processes, resilience vulnerabilities, and continuity risks, recommending actionable improvements.
* Strong critical thinking with the ability to challenge constructively.
* Data‑literate with the ability to interpret risk metrics, control results, and incident patterns.
Communication & Stakeholder Skills
* Clear and confident communicator able to explain complex continuity, resilience, and risk concepts in simple terms.
* Skilled at building relationships with operational teams, risk owners, project managers, and suppliers.
* Influential and credible with senior leaders and cross‑functional stakeholders.
Personal Attributes
* Proactive, organised, and able to manage multiple priorities simultaneously.
* Strong attention to detail with a structured and methodical approach.
* Confidence to provide balanced challenge while supporting continuous improvement.
* Committed to maintaining high standards of governance, compliance, fraud prevention, and customer outcomes.
Benefits
Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on‑the‑job experience and cross‑functional projects. We support role‑relevant professional qualifications and offer Lunch and Learn sessions to keep you connected to the business.
Health and Wellbeing: Private healthcare through BUPA, an Employee Assistance Programme, a Wellbeing Centre with online tools, regular seminars, annual flu jabs, and an annual eye care voucher.
Financial Security and Reward: An annual discretionary bonus scheme up to 30% of base pay, life insurance at four times salary, a pension with Aegon, significant discount on Homeprotect home insurance, a friends and family discount, and a staff referral bonus.
Time Off: 25 days’ annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.
Flexible Working: We trust our people to work in a way that best suits them. Employees are encouraged to work from home with support and equipment provided.
Equal Opportunity
We’re proud to be an equal‑opportunity employer and actively encourage applications from all backgrounds. We consider visa sponsorship on a case‑by‑case basis for the right candidate.
Regulatory Responsibilities
All colleagues are expected to uphold the FCA Individual Conduct Rules, act with integrity, keep accurate and auditable records, protect data under UK GDPR, and report incidents, breaches, and financial crime concerns promptly.
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