Senior Operational Resilience Manager - 1st Line

London, England, United Kingdom

6/30/2025

Senior Operational Resilience Manager, Permanent, London

The Senior Operational Resilience Manager will lead a team of operational resilience focused colleagues to enable the continued implementation of the resilience frameworks and incident management process within 1LoD, in line with the Bank of England Operational Resilience policy focused on maintaining important business services within impact tolerance.

The role will utilise extensive understanding of Pay.UK's current services ensuring continuous development of operational resilience capabilities across 1LoD risk teams and act as SME advisor for incident response and management.

Key Accountabilities

• Support the business in meeting the Pay.UK Resilience Framework (RF) in line with the Bank of England Operational Resilience Policy focused on maintaining important business services within impact tolerance.
• Support the business in delivering the Pay.UK incident management process (IMP) and alignment of playbooks across all relevant business areas, ensuring they remain up to date and aligned to industry best practice.
• Guide the organisation in transitioning from a responsive approach to a preventative mindset while utilising the Resilience and Enterprise Risk Management Frameworks.
• Determine strategies for boosting awareness of operational resilience within Pay.UK and manage the establishment and execution of training programs and awareness events, highlighting the critical nature of operational resilience in business interactions.
• Oversee the scope, design, and delivery of operational resilience tests and exercises ensuring appropriate SME resource are available to participate.
• Manage the IBS vulnerability assessments and monitoring of these vulnerabilities to resolution, supporting appropriate business areas as required.
• Act as a subject matter resource for 1LoD incident management, overseeing post-incident discussions, reporting, and ensuring necessary remediation action plans are created.
• Lead the Operational Resilience Working Group (ORWG), ensuring the role of the committee remains relevant and fits the needs of the business, incorporating all relevant pillars to ensure an aligned view from across Pay.UK.
• Oversee the completion and annual reviews (or as often as required) of the business impact analysis, business service assessment and impact tolerance rationale.
• Identify and report new risks and issues, particularly operational resilience, without delay and assist, as necessary, in the development of appropriate options for remediation.
• Oversea a central location for the secure storage of Operational Resilience documentation is available and appropriate access for document owners and users of shared information.
• Oversee the maintenance of Directorate response and continuity plan(s).
• Ensure CMBCG admin contacts re relevant to ensure regulators and the sectors framework us up to date with Pay.UK contact details. Ensure any output from CMBCG communications are shared appropriately access Pay.UK and CMBCG members.
• Act as a trusted advisor providing timely feedback to support the 1LoD Director of Risk with arising issues that may affect customers, operational performance, people, brand or reputation.
• Attend industry events, as required, to help inform Pay.UK Operational Resilience and Risk Activity.
  
  

Skills, Qualifications and Experience

• Educated to degree level in a relevant subject, or hold an equivalent professional risk qualification.
• Practical experience as an in-house practitioner delivering, maintaining, and maturing operational resilience systems in alignment with regulatory guidelines.
• Detailed understanding of the Bank of England policy for Operational Resilience as it relates to Pay.UK as an FMI is desirable.
• Detailed knowledge of Bacs, Faster Payments, Cheques or an SME in one of these services.
• Experience working within the financial services/ banking industry.
• Demonstrated capability to take initiative, manage personal tasks, and inspire colleagues as well.
• Demonstrated understanding of operational resilience.
• Advanced communication in all forms (written, verbal and listening), and negotiating skills. Establish trusting relationships to maintain open communication.
• Being attentive to details and equipped to respond adaptively to challenges in order to support problem resolution. Identifying pros and cons of a situation to make informed decisions.
• An efficient team contributor with a professional and confidential work attitude, skilled at balancing routine business duties to meet the annual targets for operational resilience.
• Maintains a keen focus on personal and professional growth, actively seeking skills and knowledge relevant to their role and career.
  
  

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.