Business Resilience Associate

JP Morgan

Location: Midlothian

Job Type: Full time

Last updated

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About us

We are Chase – part of the JPMorgan Chase family. We are a leading provider of traditional and digital financial services worldwide. We operate like a start-up, embedded within a leading global financial institution. We are working together in powerful partnership to ethically disrupt the financial services market in the UK.

Our vision is to inspire and equip our customers to get more from their money, all from the palm of their hand, with our innovative and seamless mobile banking app, supported by our friendly and knowledgeable customer support team.

Our team is at the heart of building this new venture, focused on developing offerings that put the customer at the centre.

Resilience Operations Associate

Here at Chase Bank UK, we are recruiting 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 back to business as usual.

This opportunity will have 2 core roles, during an incident the role requires quick response to identify disruption, initiate the incident management process and engage teams as needed to mitigate impacts and resolve issues to minimize impact to our customers. The role holder will manage and chair incident bridges and assist the Resiliency Lead in operational activities in major incidents. They will need to utilize their knowledge of Customer Operations and work with cutting edge technology squads to deliver resolutions through a pressurized environment with a cool head, strong instincts and good judgement.

The second part of the role is to work with IC and Firmwide Resiliency to assist the Resiliency lead in market leading Resiliency plans and playbooks to ensure we know how to respond to threats and incidents which may affect our operation.

Incident Responsibilities:

  • Post Incident Documentation to assist in root cause analysis
  • Assessing business impact on the incident occurred (example tech, non tech or any other business-related incidents)
  • Facilitate timely communications to customers to help manage their experience using our communication tooling
  • Documenting key actions & events during an incident bridge call
  • Assisting incident management activities within Contact Center, servicing and Operations
  • Holding a close relationship with technology incident management and LOB wide resiliency
  • Drive a culture that reduces repeat incidents, helping to join the dots up through shared learning.
  • Assist with tracking and reporting on root cause and After Action Report
  • Built 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

Business Resiliency Responsibilities:

  • 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

To succeed in this role you will:

  • Drive group chats and bridge calls effectively to resolve incidents
  • Have a 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
  • Have business analytical skills around reporting & governance
  • External market knowledge and trends
  • Strong problem solving, analytical, and time management skills.
  • Self-started / motivated individual

Essential experience/qualifications for this role:

  • Bachelor’s degree (preferred)
  • Relevant experience of functioning in high stress environments
  • 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)

As you know, technology and financial services do not sleep, so the Global team you’d be joining support availability on a 24/7/365 basis. We operate a follow the sun model, which means you’ll work your daylight hours and handover to one of our other Incident Management teams when your shift finishes for the day. The role does require weekend in an on-call arrangement

You’ve got this!