Operational Resilience Incident and Third-Party Lead (12 month FTC)

Responsible for Operational Resilience Incident Reporting across Chaucer Group. Lead the Operational Resilience Third Party due diligence and monitoring activities, including the creation of exit plans for all material third parties.

Maintain operational resilience incident management procedures, incident log and near‑miss register. Assess incidents through an operational resilience lens to understand impact on delivery of business services and to determine if the incident poses a risk to Chaucer’s objectives. Co‑ordinate incidents when they occur, liaise with stakeholders and follow governance steps for escalation.

Monitor regulatory incident thresholds (FCA, PRA, CBI, DORA, MAS) and gather required information to report where necessary. Maintain records for initial, intermediate and final phases of operational resilience incident reporting. For less severe incidents, follow Chaucer’s internal guidelines for reporting local incidents. Determine severity of incidents and assess against operational loss thresholds, liaising with the 2LoD for operational loss reporting.

Perform root‑cause analysis, create incident reports and facilitate lessons‑learned sessions with relevant stakeholders. Liaise with other members of the operational resilience team and wider stakeholder network to ensure awareness of the appropriate actions during an incident.

Maintain the exit‑plan framework for material third parties, perform exit‑plan risk identification, determine mitigation actions and create/examine the exit plan. Review exit plans annually and keep them up‑to‑date, reflecting changes to services or business requirements. Liaise with Chaucer’s third‑party risk manager, procurement and operational resilience teams regarding exit‑plan creation and maintenance.

Serve as the main operational resilience point of contact to the third‑party risk manager, reviewing mutual procedures and assessing regulatory changes. Work closely together in the event of exiting a supplier to fully understand downstream impact. Liaise with the 2LoD and 3LoD, as required, to ensure alignment regarding material third parties.

Prepare and submit operational resilience incident reports and contribute to annual self‑assessments (PRA/FCA, CBI, MAS) to Chaucer boards and regulators. Share the outcomes of exit plans and incident reports with the operational resilience group, operations committee, risk management team, board and regulators where required.

Regulatory Responsibilities

Support the CSL and CIC Board in maintaining a corporate culture, policies and procedures that regard the interests of customers fairly.

Skills and Competencies

• Proven delivery of operational resilience incident management and event outcomes.
• Track record of enhancing material third‑party exit methodologies and plans.
• Knowledge of the insurance industry or financial services (beneficial).
• Knowledge of operational resilience regulation (PRA/FCA, CBI, DORA, MAS).
• Foster a collaborative approach to work with stakeholders across the business and champion resilience.
• Demonstrate a risk‑based approach to avoid unnecessary complexity and to focus on what truly matters.
• Embrace change and new technologies to enhance ways of working and reduce manual methods.
• Demonstrate a professional style that supports Chaucer’s values.
• Ability to tailor reporting to meet the needs of different stakeholders, telling the 'so what' story for operational resilience.
• Commercial and solution‑oriented approach to identifying resilience gaps and emerging risks.
• Proactive risk management, leveraging lessons learned from incidents to drive improvements.
• Excellent influencing skills to embed a risk‑aware culture and promote resiliency in the first line.

Equal Employment Opportunity

Chaucer is committed to diversity, actively values difference and respects people regardless of the protected characteristics which are outlined in the Equality Act 2010 (UK legislation) as a result of the Equal Treatment Directive 2006 (EU legislation). Chaucer is open to considering flexible working arrangements for all roles and encourages you to outline your needs during the interview process.