This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements of the role.  Other duties not listed here may be assigned as necessary to ensure the proper operations of the department and the business.

Purpose of Role 

• Provide leadership in coordinating, assessing, developing & communicating recovery environment requirements and contingency plans associated with the company’s Business Units to protect the firm in the event that facilities or technology resources are unavailable due to an unforeseen disruption 

• Manage the implementation and day-to-day processes related to promoting and maintaining Business Resilience for NWM US 

• Manage the lifecycle of all incidents required to restore IT services for users or customers as quickly as possible when an interruption takes place 

• Support day to day prioritization of operational performance and oversight of key processes   

• Responsible for oversight of incident and change processes monitoring the adherence to the defined incident and change processes 

• Ensure effective and rapid response to major incidents, minimizing duration of service interruptions 

• Facilitate timely identification, escalation, resolution, and follow-up for all outstanding issues 

Responsibilities 

• Assume management responsibility for Business Contingency planning efforts with a major focus on assuring the adequacy of business unit contingency plans for critical business areas, functions, and applications 

• Provide emergency leadership in the face of uncertainty, change and aggressive deadlines defined by the scope of the incident, regulatory environment, or business drivers 

• Work with business units to manage plans for maximum efficiencies and effectiveness, mitigating the effect of a technology system or application failure or problem. Perform periodic reviews and tests of established Business Continuity Plans and procedures, reporting findings to management and making recommendations for improvements as needed 

• Collaborate Globally across Business, technologically and external resources to ensure consistent content, understanding and execution of all Business Continuity and incident related plans 

• Strategically assess the Business Continuity implications of proposed technological or organizational changes, and coordinate any revisions to existing Business Continuity Plans and Procedures necessitated by such changes 

• Provide oversight of Third-Party vendors (including affiliates) in regard to Business Resiliency and Incident Management 

• Manage Business Continuity Planning documentation and oversee training to all employees having a need to understand the Business Continuity Planning process 

• Monitor and understand external factors/ guidance (Industry/ Regulatory/ Fed/ State) that may impact NWM Business Continuity planning and action accordingly 

• Work with facilities management to ensure the appropriate fire and first aid safety requirements/ resources are always in place  

• Develop, coordinate, and promote incident management activities across NWM and take responsibility for effective functioning of Incident Management processes across all support areas 

• Provide direct communications between Incident Management, Technology, and the Business. Participate in appropriate business unit and development planning meetings and activities 

• Drive a culture of attention to risk excellence, quality, and continuous self-assessment to ensure compliance with internal policies and regulatory standards 

• Support stakeholders responsible for supporting the actions and decision making required to successfully manage an incident 

• Work effectively and collaboratively with Operational Risk and Business management and participate in continuous improvement efforts through a risk lens 

• Manage risks and mitigation/ contingency plans ensuring right level of visibility 

• Identify issues and address with solutions with appropriate urgency and within the correct escalation path 

• Continuously assess implementation risks, priorities, resource requirements, critical dependencies, and assumptions 

• Identify and implement cost-saving and continuous improvement initiatives across Incident Management and Resilience 

What are the skills, knowledge and experience needed to do the role? 

• Undergraduate degree or equivalent professional qualification. 

• Minimum of 5 years experience working in Financial Services/IT/Investment organizations, with 3 years experience in Business Resilience or Incident management highly preferred 

• Considerable knowledge of incident management principles, procedures, and techniques 

• Strong knowledge of issue resolution and escalation practices, NWM products and services and IT infrastructure 

• Ability to apply analysis and creative thinking when solving problems and conflicts. 

• Ability to provide acute attention to detail. 

• Ability to communicate effectively to all levels within the organization. 

• Decision making ability within specified parameters as well as independent and collaborative decision-making skills. 

• Skilled at identifying and implementing process improvements 

• Ability to effectively establish and maintain relationships across the organization. 

• Strong written and verbal communication skills - must be confident in presenting diverse subject matter and creating clear and concise materials for stakeholders 

• Solid business acumen and an awareness of business implications of decisions. 

• Demonstrated skill in timely, proactive, responsive follow-through on deliverables. 

• Ability to organize tasks and priorities effectively and under minimal supervision. 

• Proven ability to function in an environment requiring flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions 

• Works effectively across geographies – must be comfortable with video conference presentation and leading dialog with technology SME’s as well as audit/regulator engagement 

• Strong personal drive to challenge existing process and seek efficiencies 

• Understanding of third-party risk management principles and outsourcing/ offshoring best practice regarding resilience