Head of Operational Resilience (1st LoD) New London

Head of Operational Resilience (1st LoD)

London

Head of Operational Resilience (1st LoD), London, Permanent

Join Pay.UK as Head of Operational Resilience 1LoD and focus on building resilience in an organisation that supports the UK’s retail payment systems. This is a senior leadership role for someone who can provide clear first line oversight, shape practical risk management activity, and work closely with colleagues across the business to make sure important services remain robust, tested and well governed.

You’ll apply your operational continuity knowledge in an organisation that supports the UK’s retail payment systems, helping keep critical services reliable, tested, and well governed. You’ll be part of an organisation at the centre of payments infrastructure, where 11 billion transactions worth over £10 trillion are processed annually.

Accountabilities

• Oversee first line operational resilience activity across relevant business areas, ensuring plans, controls and governance are clear, current and effective.
• Define and maintain resilience frameworks, processes and reporting that support important business services and meet internal and regulatory expectations.
• Review resilience risks, scenarios and dependencies, and turn findings into clear actions for teams and leaders.
• Coordinate testing and exercise activity, including scenario planning, lessons learned and follow-up actions.
• Work with risk, technology, operations and business teams to assess vulnerabilities, reinforce controls and improve recovery readiness.
• Prepare clear updates, papers and reporting for senior governance forums, setting out resilience status, issues and required actions.
• Monitor remediation activity and track delivery against agreed resilience priorities, timelines and standards.
• Support incident review activity by identifying resilience themes, control gaps and practical improvements.

Qualifications, Skills and Experience

• Experience in operational resilience activities in a first-line role within a regulated environment, including oversight of plans, controls and governance.
• Knowledge of operational resilience frameworks, governance and scenario testing, with experience applying these in operational settings.
• Experience assessing important business services, dependencies, risks and control effectiveness across complex operational environments.
• Experience producing senior-level reporting and presenting resilience issues, decisions and actions in a clear, structured way.
• Experience collaborating with business, operations, technology and risk teams to deliver operational resilience improvements.

Pay.UK Behaviours

• Listen to Find Win-Wins – Empathy, Listening and Understanding
• Influence with Courage – Influence, Courage
• Go Horizontal First – Cross Boundary Collaboration
• Take Ownership – Self Development
• Opportunity Mindset – Initiative
• Simplify – Achievement Orientation

Leadership Behaviours

• Set Direction – Strategic Planning, Team leadership
• Hold Colleagues to Account – Accountability
• Coach & Grow Your Colleagues – Develop Others

Inclusion

At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and qualifications match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees.

Benefits

• 30 days annual leave (excluding bank holidays)
• Employee assistance programme
• Cycle to Work Scheme
• Season ticket loan
• Annual fitness subsidy of up to £500 per annum
• Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)