Business Continuity & Resilience Manager

Governance & Business Continuity Framework

• Define, formalize, and maintain the Business Continuity Policy aligned with Payment Services' strategic objectives, stakeholder expectations (particularly SaaS clients), and applicable standards/regulatory requirements.
• Establish the methodological framework for the continuity program, including planning, roles/responsibilities, plan lifecycle, documentation, and review process.
• Implement effective governance, including committees, key roles, and validation/escalation processes.
• Maintain ISO 22301 certification and extend the Business Continuity Management System (BCMS) framework to new Payment Services perimeters.

Business Impact Analysis & Risk Assessment

• Lead and regularly update Business Impact Analyses (BIA) to identify critical processes, dependencies (e.g., human resources, IT, providers), and acceptable recovery times (RTO/RPO).
• Conduct Business Continuity Risk Assessments to evaluate internal/external threats that could disrupt operations.
• Identify risk mitigation measures and propose actionable plans to address identified risks.

Development & Maintenance of Continuity Plans

• Design, formalize, and keep updated Business Continuity Plans (BCP), IT Disaster Recovery Plans (DRP), and crisis management procedures (e.g., emergency plans, crisis cells).
• Integrate critical providers and suppliers into the continuity strategy to ensure complete alignment across the business.
• Ensure alignment between business plans, IT plans, and contractual/SLA commitments with service providers and clients.

Testing, Exercises & Validation

• Develop a multi-year continuity testing plan, including failover tests, crisis simulations, recovery drills, and documentation reviews.
• Lead the execution of tests by defining scenarios, coordinating with business/IT teams, supervising, evaluating, and reporting outcomes.
• Draft reports, analyze lessons learned, identify gaps, and follow up on corrective actions.
• Report results to steering committees, top management, and regulatory authorities as required.

Crisis Coordination

• Contribute to activating crisis management procedures during major incidents and ensure coordination with the crisis unit (e.g., documentation, decision logs, action follow-ups).
• Ensure emergency contacts, escalation procedures, and crisis communication tools are regularly updated.
• Monitor incident resolution and ensure the return to normal operations according to predefined plans.

Client Relationship Management

• Ensure client continuity requirements (plans, service levels, recovery times) are addressed and met.
• Lead discovery workshops with clients to capture and formalize non-functional continuity requirements.
• Coordinate with project, business, and technical teams to ensure client requirements are integrated into the project lifecycle and validated before go-live.

Awareness, Training & Resilience Culture

• Develop and deliver awareness sessions on business continuity for employees across the organization.
• Train key stakeholders (plan owners, crisis team members, technical teams) on their roles and responsibilities in crisis scenarios.
• Promote a culture of organizational resilience within the company.

Third-Party & External Dependency Management

• Ensure that critical suppliers have adequate and tested continuity plans in place.
• Integrate continuity requirements into RFPs, contracts, and SLAs.
• Conduct or coordinate vendor continuity assessments to ensure alignment with continuity strategies.

Monitoring, Audit & Continuous Improvement

• Define and monitor KPIs/KRIs for the continuity program and report regularly to management and governance committees.
• Contribute to internal/external audits and regulatory inspections and respond to compliance requests.
• Drive continuous improvement initiatives based on results from tests, incidents, and audits.