Business Continuity – Operational Resilience Manager

Role Overview

• Maintain the organisation-wide Business Continuity Management Framework, ensure 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.
• 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 with the development of the annual self-assessment document.
• 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.
• 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.
• Work with the Incident Manager to provide 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.
• 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.

Requirements

• 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.
• 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.
• 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.
• 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

• A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance.
• Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities
• we want you to build your long-term career with us.
• Discount of 50% and 15% for friends and family when you choose to take out a home insurance policy with us.
• An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals.
• Home working starter kit and money to spend on additional equipment you may need.
• Charitable giving scheme, so you can donate to our partner charity, or one of your choices.
• The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!
• 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually.
• Private medical cover for all employees
• Life insurance
• Annual discretionary bonus scheme
• Pension contribution
• Free fruit and really good coffee for the days you come into the office.
• Local and national retail discounts