Director of Operational Resilience

The Enterprise Operational Resilience team is looking to hire a Director to lead on Operational Resilience support for our European entities and across all Segments globally. This will be a pivotal role in shaping the maturity and future of operational resilience for WTW. 

The role holder will be able to ensure effective execution of the group’s operational resilience policy and standards via supporting the embedding of operational resilience requirements into business-as-usual control execution processes, aligned with growing regulatory expectations.  Your expertise will ensure the organization can adapt to the changing risk landscape as required and is able to withstand disruptions whilst safeguarding our clients and the market.  The ideal candidate will bring deep experience from large-scale financial services organizations in developing and executing requirements against global operational resilience regulations and supporting businesses to ensure compliance maturity / sophistication of processes over time. 

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

The Role

Global Segment policy implementation support

• Lead on supporting global Segments with all areas of Operational Resilience policy implementation via development of implementation / maturity plans, regular engagement, education, and workshops - and using regulatory subject matter expertise to ensure Segments achieve and maintain compliance with internal policy and external regulatory requirements including:

  • Identification of the right Essential Services (Important Business Services, Critical or Important Functions or Critical Business Services) 

  • Creation and maintenance of end-to-end dependency maps including critical processes, suppliers, technology, data, colleagues and facilities including ensuring maintenance of service catalogue changes in collaboration with key Functions 

  • Creation / evolution of service level recovery time objectives (RTOs) and Impact Tolerance (ITOL) statements, including further maturing additional metrics and measurements used as part of t9olerance setting (in addition to timebound periods)

  • Proactive identification of potential vulnerabilities within all Segment Essential Services using metrics / data analysis and via risk driven considerations to ensure consideration through management bodies and committees (up to Board)

  • Development of annual Segment test schedules (in collaboration with Crisis Management & Testing function), and execution support covering holistic recovery strategy testing, scenario testing and oversight of tests conducted by Technology or Information / Cyber Security

  • Development of annual strategy / self-assessment documentation, via subject matter expertise and appropriate qualitative and quantitative data / information to ensure Board understanding of risk management outcomes and any potential vulnerabilities that require remediation.

• Perform controls assurance on key operational resilience driven policy requirements, including gaps and potential remediation items / areas for improvement or vulnerabilities. 

• Attend Segment specific governance or Board level committee meetings to ensure operational resilience posture is understood, with any risks / vulnerabilities raised for decision making.

Crisis Management Support

• Support incident response efforts for all Segments (and Europe) via close liaison with Business Incident Management Team leads and the Enterprise Crisis Management Team, ensuring appropriate response activities are being undertaken and supporting external communication strategy implementation within prescribed timeframes.

• Input to post incident reviews and ensure appropriate remediation actions are tracked following significant impacts on Essential Services – embedding these into future processes. 

Continuous development and Collaboration

• Input to the continuous improvement of the operational resilience framework, including development and maturing of all methodologies used to execute policy requirements. 

• Execute ad hoc enterprise-wide holistic operational resilience improvement initiatives as driven by risk landscape or annual strategic objectives

• Engage with Leads covering Functions and Delivery Centers to ensure appropriate integration of operational resilience dependency considerations into Segment maturity plans and in readiness for any disruption events that may occur.

• Drive stakeholder engagement by promoting training initiatives that foster a strong risk-aware culture throughout business-as-usual operations.

• Partner with second line Risk and Compliance functions to ensure Segment operational resilience approach supports overall risk management strategy.

• Stay abreast of future operational resilience regulations inputting to formulation of implementation plans within appropriate timeframes for Segments

Management and oversight

Management of one direct report responsible for supporting business continuity execution and maturity across Europe and Segments globally, including provision of further training on operational resilience activities over time.

The Requirements

• Substantial hands on experience supporting business implementation of operational resilience frameworks within highly complex organizations—ideally financial services 

• Deep understanding and experience of development or maturing operational resilience methodologies covering identification of Essential Services (Important Business Services, Critical or Important Functions, Critical Business Services), setting of Impact Tolerances, scenario test planning, sophistication and execution and self-assessment processes / documentation development.

• Ability to translate new regulatory and technical requirements into actionable plans that can be implemented swiftly

• Experience in engaging with Senior Stakeholders (up to Board level) and other external parties including clients and regulators – with ability to communicate complex concepts clearly via governance to different audiences.

• Ability to lead complex change initiatives and develop training and awareness programs specific to operational resilience

• Deep understanding of the future regulatory landscape for operational resilience across global jurisdictions

• Strategic thinker but with strong execution capability.

• Exceptional stakeholder management and influencing skills up to Board level

• Excellent written and verbal communication, including executive-level presentation.

• Strong data / reporting and analytical skills 

• Collaborative leadership style with the ability to work across diverse teams.

• CBCI, MBCI, DRI, or equivalent.

• Project or change management certifications (e.g., PRINCE2, Agile) beneficial.

What we can offer you:

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.