Business Resiliency Associate

Our customers and communities matter to us at Chase, and we recognise that in order to deliver a first-class service, it is our people that do this, without exception, in a first-class way. There has never been a more exciting time to work with us; we have built a cloud native bank, and we want to give talented people like you an opportunity to work with us at the leading edge. The teams we build are as diverse and culture rich as the communities we serve, and we consider that to be a foundation stone for our thriving working environment. After successfully launching a brand-new retail bank into the United Kingdom, we are super excited to be scaling up our Chase brand and growing our team with it.

To that end, we are looking for exceptional Incident & Resiliency Managers to proactively minimise disruption to our customers during an incident and to protect them through robust resiliency planning when we return to business as usual. The Business Resiliency & Response Senior Associate will have two core roles: to work with IC and Firmwide Resiliency to deliver market leading Resiliency plans and playbooks to ensure we know how to respond to threats and incidents which may affect our operation. The role holder will be responsible for a catalog of plans and will maintain the plans, ensure effective testing and manage any lessons learnt.

The second part of the role is during an incident, requiring quick response to support the incident management process during P1 incidents with regulator and Essential Service triage. The role holder will support in Escalated Incidents managing the response and key stakeholders including C Suite. They will also need to review actions and liaise with multiple teams to review our response and conduct an After-Action Report. This role is ideal for highly motivated individuals with advanced problem solving and communication skills.

As you know, technology and financial services do not sleep, so the Global team you would be joining supports availability on a 24/7/365 basis. You would work during UK daylight hours Monday to Friday and would be on rota for weekdays out of hours and weekends in an on-call arrangement. However, as we progress, we may move to rotating shifts to cover weekends depending on the growth of the operation and business requirements. In return, we will invest in your growth and career development at Chase, as you will be working as part of a global network, supporting the newest and innovative ideas in resiliency.

As part of Chase’s global team of incident managers and innovators, your work will have a massive impact, both on us as a company and on our customers in the UK and eventually throughout Europe.

• Ensure Business Impact Analyses (BIAs) and Business Continuity Plan (BCP) Risk Assessments have been undertaken in all key locations globally.
• Ensure effective BCPs are in place globally, across all key locations, business divisions and support functions.
• Ensure all business continuity documentation is reviewed, maintained, updated and tested/exercised on a regular basis.
• Identify and manage important business services and carry out impact assessments.
• Identify and manage critical applications both to the important business services and to the plans recovery.
• Assess regulator impact on the incident and if it is reportable.
• Document key actions & events during an escalated Incident bridge call.
• Hold a close relationship with Technology Incident Management and Firmwide Resiliency.
• Assist with tracking and reporting on root cause and After Action Report.
• Build effective relationships with operation managers and the business to maintain understanding of the impact of incidents affecting the key service lines.
• On call support during weekends and holidays, as needed.

• Proven Business resiliency skills with the ability to manage, test and maintain a catalogue of plans.
• Proven ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with colleagues to deliver the right outcomes for our business and customers.
• Possess excellent proven written and verbal communication skills.
• Prior experience of sending out executive alerts/communication mailers.
• Business analytical skills around reporting & governance.
• Root cause analysis skillset on the data.
• External market knowledge and trends.
• Strong problem solving, analytical, and time management skills.
• Self-motivated individual.

• Bachelor’s degree (preferred).
• Experience in Business Incident Management.
• Experience working with tools such as ServiceNow, Confluence, GENT etc.
• Excellent communication skills and ability to collaborate with team members.
• Relevant Resiliency Certification / Qualifications beneficial (CBCI, AMBCI, MBCI).