Business Resilience Manager

Business Resilience Manager

Job title: Business Resilience Manager

Job Description:

Professional Know-how

Academic:

• Matric (Completed)
• ISO 22301 Lead Implementor/Auditor accreditation

Experience:

• 5+ years of experience in a Business Continuity / Crisis Management role
• Experience in leading small teams (3+)
• Experience leading a broad portfolio of work relating to resilience

Working Relationships

Internal:

• Internal Stakeholders
• Business lines, functions
• Senior management team
• Operations

External:

• Stakeholders / Business ownerships

Primary Responsibilities

• Support senior leadership teams in implementation and delivering the group policies and standards across Capita.
• Build and maintain strong relationships with key Division stakeholders and support Heads of Resilience in the implementation.
• Delivery of the Group Business Resilience (GBR) Programme of Work (PoW) which includes continuous improvement activity, remediation and pan-Capita resilience initiatives e.g. Awareness.
• Lead the management of the implementation and management of suppliers.
• Provide reporting to Divisional Risk Committees and/or Executive Risk and Ethics Committees and Heads of Resilience.
• Provide primary point of contact for support and advice to Divisional SMEs and Business Units as required primarily on C2 and Standards / ISO 22301.
• Identifying and escalating risks and issues via the approved framework.
• Lead and continually develop the standards, tooling and programme of work.
• Act as the Line Manager for members of the respective teams which includes managing performance, supporting their development/training and career planning.
• Manage and support the Major Incident and/or Group Crisis Management plan activity; this includes setting the approach, exercise - Crisis Coordinator.

Support the implementation of the partner function

• Support the implementation of the partnering approach (stakeholders, business ownership etc).
• Support the process/procedures for implementation at divisional/first line business activity level.
• Develop the implementation of the tools to support the implementation e.g. RACI, Service Catalogues etc.
• Provide SME support to assist the business and 1LOD in meeting GR policies and standards.

Design and implement 1LOD activity within the divisions

• Support the implementation of GR policies and standards across the divisions and functions.
• Support scenario exercising and assessment to identify opportunities for improvement/strengthening.
• Partner with the allocated business to identify and manage resilience risks, providing support on risk mitigation solutions and plans.
• Support the management of risk reporting into business risk committees e.g. DRC to inform on current status/gaps etc.
• Support resilience forums to aid/embeds understanding and role.
• Review existing capabilities and identify opportunities for improvement.
• Support Post-Incident Reviews (PIR), and identify opportunities for improvement.
• Escalate relevant matters through line management, executive management, and Senior Business/Function management as appropriate.
• Maintain client obligations including ISO22301 certification.

Incident and Crisis Management Support

• Provide Incident & Crisis Management support - this may entail out of core business hours support on a best endeavours basis.
• Support local incident response.

Support bids & acquisitions through specialist advice

• Partner with SMEs and provide resilience support and oversight to acquisitions, bids, and disposals to ensure they are managed appropriately and in a timely manner.
• Ensure the business fully understands the proposed business continuity and resilience contractual requirements, and that the terms are agreeable.

Support and provide oversight on third party vendors

• Partner with SMEs to ensure supplier resilience capabilities are understood by the business. Identify risks and opportunities for improvement.

Share intelligence to promote better Resilience

• Share risk intelligence across Capita based on internal and external threats and identify opportunities for increased response, readiness, and monitoring.

Staff Management

• Work with the line manager to ensure appropriate resources and succession plans are in place and to actively search and implement synergies and efficiencies across the divisions.
• Be a role model for the team by demonstrating commitment to Capita’s values and behaviours.
• Mentor and develop direct reports, manage performance, communicate targets and monitor standards of competent behaviour, dealing with poor performance promptly, where appropriate through feedback to the divisional/business management.

Key Skills & Competencies:

• Good leadership skills and ability to be organised during a crisis.
• Proven ability to build relationships being able to both support and challenge senior business leaders.
• Experience working with customer-focused service organisations in a business resilience or equivalent role.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain world-class customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a crèche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised

Location: Cape Town, South Africa

Time Type: Full time

Contract Type: Permanent