Director, Operational Resilience - Channels

Job Summary

• Assist the Head of Operational Resilience in managing and implementing the resilience framework for continuous delivery of critical services in Retail Banking, SME, Wealth Management, and various channels (Voice, Virtual, Branches, Online).
• Work with business stakeholders to map critical processes, manage disruption risks, and embed resilience practices across products and channels.
• Develop and drive the Operational Resilience program, ensuring compliance with HKMA, PRA, FCA guidelines, and other standards.
• Understand critical processes, anticipate risks, and develop alternative service delivery plans.
• Collaborate with product and channel experts to establish robust resilience standards.
• Understand business processes to ensure smooth delivery of products and services in Wealth and Retail Banking.
• Conduct end-to-end mapping of critical services, identifying vulnerabilities and gaps.
• Develop and maintain resilience reports and dashboards for senior leadership.
• Work with IT, Risk Management, Compliance, and Business units to embed resilience strategies and drive improvements.
• Lead by example, foster a culture of resilience and risk awareness, and coach junior team members.
• Identify, assess, monitor, and mitigate operational risks to client services delivery.
• Support the implementation and oversight of the resilience framework, ensuring regulatory compliance and risk management.
• Analyze operational risk issues from outages and disruptions, driving remediation and coordinating with Business Continuity and crisis management.
• Oversee communication with internal stakeholders, auditors, third parties, and regulators to ensure adherence to resilience policies.

Skills and Experience

• Experience in operational resilience, business continuity, risk management and project management of retail products 
• Understanding of retail products 
• Experience with business impact analysis, process mapping, scenario planning, and resilience testing methodologies 
• Excellent stakeholder management, communication, and leadership skills 
• Strong project and program management capabilities 
• Relevant qualification or certification in operational resilience, business continuity management, or risk management preferred