Group Head, Operational Resilience & Customer Assurance

at  LSEG London Stock Exchange Group

The Group Director – Operational Resilience & Customer Assurance sits within the Operations function under the Group COO at the London Stock Exchange Group (“LSEG”) and is based in London.
Enterprise Operations is responsible for for implementing & embedding common standards, controls, frameworks, capabilities, and tools to support effective risk management as well as putting in place metrics and reporting to track the progress and impact of the work being done.
The Operational Risk & Resilience team is focused on driving and supporting an executing implementation of the Operational Resilience, Business Continuity and Customer Assurance framework requirements across the Enterprise, along with enhancing firmwide requirements in line with regulatory and best industry practice to ensure Operational Resilience is achieved for LSEG, and that our customers gain adequate assurance over our control environment.

The successful candidate for this role would:

• Have Financial Services experience with a focus on previous operations-based evolution of operating models
• Have strong operational risk and resilience related regulatory knowledge, and have previously implemented key global operational risk / resilience regulations and frameworks on a large scale
• Have strong project management skills with experience driving programmes with significant budgets – and working across a broad organisation to coordinate different outcomes across entities or geographic locations
• Have previous management experience (role responsible for management of 25+ employees)

Role Responsibilities & Key Accountabilities

The key focus of the role is to drive and operationalise a consistent, effective and demonstrable operating model and approach to ensuring LSEG is meeting operational resilience regulatory requirements through design and execution of appropriate standards, controls and processes – including those to support ongoing customer assurance of the LSEG control environment. The successful candidate will also be responsible for coordinating all risk and control activities which Enterprise Operations must conduct to meet Enterprise risk management framework expectations.

• Deliver strategic thinking and enable a pragmatic approach that will drive the Group to increase the quality,

efficiency and ability to execute successfully on regulatory and customer requirements relating to operational risk

• Drive significant regulatory and Group objective related change programmes focused at ensuring continued evolution of key operating model components supporting resilience across people, process, technology, data and governance
• Champion simplicity and transparency ensuring that LSEG essential services are assessed, resilience vulnerabilities identified, and remediation actions agreed, with clear reporting to and understanding at Group Executive level.
• Deliver and continually evolve and mature, the shared services directly under control of the function to meet customer and business outcomes against targets
• Develop strong relationships with business and functional stakeholders that foster transparent and informed resilience management and customer relationships.

Key Responsibilities

Operational Resilience

• Embed and continually evolve the Groupwide Operational Resilience strategy and operating model across all relevant Divisions, Entities and functions.
• Support Divisional Accountable Executives, Business Service Managers and Operational Resilience Leads to ensure all operational resilience and business continuity controls are effectively designed, executed and remain effective.
• Operate shared internal services to required standards and report to business units
• Act as sponsor and ensure delivery of significant regulatory change programmes focused on operational resilience – including considerations to Group, specific entity and functional impacts on a global basis. Working with programme managers, provide programme management oversight and direction for any resilience / risk driven strategic programmes, to ensure timely delivery of milestones and budget management.
• Collaborate with key functional leaders across Technology, Cyber, Data, Property, HR and Third-Party Risk to ensure integration of operational risk policies, controls and other considerations to those related to service resilience
• Chair BAU operational resilience and BCM governance, as well as other key committees focused on emerging operational resilience related topics and emerging regulations
• Support the periodic review and update of the Group scenario library and support the scheduling and coordination of any Groupwide scenario exercises
• Aggregate and collate key resilience MI, designing and creating relevant metrics, reports and dashboards as driven to ensure effective risk and resilience decision making
• Escalate groupwide risk / resilience risks through to Executive management in Enterprise Operations, proposing action plans to remediate and managing plans through to closure.
• Influence existing teams to enhance their operational resilience, the resilience culture and drive the success of key activities.
• Support business Divisions with regulatory reviews including direct liaison with regulators where required

Customer Assurance

• Embed and enhance the groupwide operating model and approach to customer assurance, with a specific focus on customer due diligence for the firm
• Develop enhanced processes, governance and tooling / reporting to ensure adequate assurance for customers over the LSEG risk and control environment
• Design and report on team internal SLAs and other KPIs to ensure internal and external customer satisfaction targets are achieved and maintained / improved over time
• Partner with key risk functions across the firm to ensure ongoing review and update of due diligence responses at both Enterprise and Division / Technology specific level
• Act as point of escalation for any internal or external customer queries that cannot be resolved through BAU process delivery
• Collaborate with customer facing teams to ensure client requests for information and addressed swiftly, with appropriate controls of information provision in place
• Represent LSEG during customer meetings with resilience driven agendas – including during contractual negotiations and customer assurance and audit related activities

Candidate Profile / Key Skills

Essential

• Significant experience in Operational Resilience or Risk Management within financial services
• Excellent interpersonal and communication skills, and the proven ability to work effectively with all organisational levels
• Excellent at managing and influencing a wide network of stakeholders, including senior management up to ExCo level, who can influence and build relationships
• Willing and able to challenge customers and internal stakeholders to better understand their needs
• Expert knowledge of financial management, risk, and project management methodologies
• Excellent documentation skills; ability to create high quality steering committee materials
• More than 5 years of project or programme experience
• Educated to degree level or equivalent

About the London Stock Exchange Group
LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years.
The Group Director – Operational Risk & Resilience sits within the Enterprise Operations function under the Group COO at the London Stock Exchange Group (“LSEG”) and is based in London.
Enterprise Operations is responsible for for implementing & embedding common standards, controls, frameworks, capabilities, and tools to support effective risk management as well as putting in place metrics and reporting to track the progress and impact of the work being done.
The Operational Risk & Resilience team is focused on driving and supporting an executing implementation of the Operational Resilience, Business Continuity and Customer Assurance framework requirements across the Enterprise, along with enhancing firmwide requirements in line with regulatory and best industry practice to ensure Operational Resilience is achieved for LSEG, and that our customers gain adequate assurance over our control environment.

The successful candidate for this role would:

• Have Financial Services experience with a focus on previous operations-based evolution of operating models
• Have strong operational risk and resilience related regulatory knowledge, and have previously implemented key global operational risk / resilience regulations and frameworks on a large scale
• Have strong project management skills with experience driving programmes with significant budgets – and working across a broad organisation to coordinate different outcomes across entities or geographic locations
• Have previous management experience (role responsible for management of 25+ employees)

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
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The successful candidate for this role would:

• Have Financial Services experience with a focus on previous operations-based evolution of operating models
• Have strong operational risk and resilience related regulatory knowledge, and have previously implemented key global operational risk / resilience regulations and frameworks on a large scale
• Have strong project management skills with experience driving programmes with significant budgets – and working across a broad organisation to coordinate different outcomes across entities or geographic locations
• Have previous management experience (role responsible for management of 25+ employees

The key focus of the role is to drive and operationalise a consistent, effective and demonstrable operating model and approach to ensuring LSEG is meeting operational resilience regulatory requirements through design and execution of appropriate standards, controls and processes – including those to support ongoing customer assurance of the LSEG control environment. The successful candidate will also be responsible for coordinating all risk and control activities which Enterprise Operations must conduct to meet Enterprise risk management framework expectations.

• Deliver strategic thinking and enable a pragmatic approach that will drive the Group to increase the quality

The successful candidate for this role would:

• Have Financial Services experience with a focus on previous operations-based evolution of operating models
• Have strong operational risk and resilience related regulatory knowledge, and have previously implemented key global operational risk / resilience regulations and frameworks on a large scale
• Have strong project management skills with experience driving programmes with significant budgets – and working across a broad organisation to coordinate different outcomes across entities or geographic locations
• Have previous management experience (role responsible for management of 25+ employees