Senior Operational Resilience Manager (2nd LoD)

Senior Operational Resilience Manager (2LoD) - London, Permanent 

This role provides strategic oversight of Pay.UK’s Resilience Framework. Covering Operational Resilience, Business Continuity, and Crisis Management - ensuring we meet Bank of England regulatory requirements. Working closely with first‑line leaders and resilience specialists across the organisation, the role ensures our Important Business Services are effectively mapped, assessed, and supported with clear evidence of strengthened resilience.

You will oversee the development and implementation of Pay.UK’s Business Continuity Plan, enhancing our ability to respond and recover during disruptions. The role also oversees third‑party resilience across the payments ecosystem and partners with the CRO Function leadership team to ensure robust third‑party due diligence.

Key Accountabilities

• Manage the development, maturity, and implementation of Pay.UK’s Resilience Framework, ensuring alignment with its role as a systemic risk manager, PSO, and FMI
• Embed Operational Resilience, Business Continuity, and Crisis Management into business and operational processes through effective governance, quality management systems, and collaboration with internal and external stakeholders, including CNI providers
• Serve as a key resource for the organisation, offering insights on Operational Resilience, Business Continuity, and Crisis Management while holding the first-line teams accountable when necessary
• Increase organisational awareness through targeted learning programmes, training, and resilience‑focused communications
• Develop, maintain, and implement Business Continuity and Crisis Management plans in line with regulatory expectations and industry best practice, ensuring alignment with impact tolerances for Important Business Services.
• Support Technology Continuity teams with IT Disaster Recovery requirements, reporting, and alignment to resilience objectives
• Act as SME for incident response and Crisis Management, including facilitating crisis meetings, guiding post‑incident reviews, and ensuring remediation actions are agreed and completed
• Oversee Operational Resilience and Business Continuity forums, validating relevant management information, reporting, and business intelligence
• Develop and sustain effective collaborations with critical stakeholders, including Participant Banks, major suppliers, Third-Party Risk Management functions, and other payment systems
• Support identification, escalation, and treatment of operational resilience–related risks, including third‑party and concentration risks, and lead remediation activities where required
• Work closely with Operational Risk, Security, and Technology Risk teams to ensure a coordinated approach to third‑party oversight and to reduce the likelihood of disruption from control failures
• Represent Pay.UK at relevant industry events, leveraging external networks and insights to shape resilience and risk practices.

Qualifications, Skills & Experience

• Significant experience in 2nd Line Operational Resilience
• Deep understanding and practical application of the Bank of England Operational Resilience Policy as it applies to FMIs
• CBCI/MBCI accreditation or equivalent level of professional proficiency demonstrated through relevant experience
• Experience providing business continuity, crisis management, and incident management guidance at an organisational level
• Comprehensive knowledge of industry standards and best practice in Business Continuity and Operational Resilience
• Experience developing and maturing Operational Resilience frameworks, including the implementation of resilience tools and methodologies
• Ability to build credibility and act as a trusted advisor to senior stakeholders
• Proficient SME capability in Operational Resilience, Business Continuity, and Crisis Management, with the ability to simplify complex information for senior audiences
• Skilled in producing Board and Executive‑level risk reports
• Able to apply technical knowledge in a practical, balanced, and commercially aware manner
• Encourages constructive dialogue while remaining firm in their ethical judgment and professional integrity
• Proficient in organising tasks with the capability to prioritise and handle workload efficiently in a lively setting.

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 experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.

Who we are

Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.

From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.

Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2024, the UK's retail payment systems processed 11 billion transactions worth over £10 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 9 million switches since it’s launch in 2013.

Every day, individuals and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.

Benefits & Additional Information

• 12% Non-contributory pension
• Discretionary annual bonus 
• 30 days annual leave (excluding bank holidays)
• Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
• 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)

Please note:

• Some of our benefits are only available to colleagues upon successful completion of the probationary period.