Head of Resilience & Operations Controls

Job Title: Head of Resilience & Operations Controls

Reporting to: Head of the Office of the COO

Direct Reports: 3

Position Type: Permanent

Overview:

Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC is one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people, and delivering on our commitments are at the core of our customer values, along with a desire to grow and provide creative and innovative solutions to our clients.

About Operations

Operations sits at the heart of TMHCC, we ensure the smooth running of all business processes – from policy administration and claims handling to data, technology, and delivery. We focus on driving efficiency which enables our teams across the business to deliver exceptional results every day. Our value statement: Ops makes it happen.

Operations is made up of 7 functions, this role sits within: The Office of the COO

OCOO is accountable for operational excellence and strategic initiatives across Operations. We work closely with our partners in Risk, Finance, HR and other departments to support the Ops function and enable effective collaboration across the organisation.

We also play a critical role in business continuity and crisis management, ensuring the organisation is resilient, well-coordinated, and equipped to respond effectively to operational challenges.

Job Purpose:

The role acts as the firm’s lead for operational resilience and business continuity, setting strategy and ensuring effective preparedness and response capabilities. In addition, it also provides first-line ownership of risk and controls within Operations, driving effective risk management, governance and regulatory compliance.

Key Responsibilities:

• Own and drive the firm’s operational resilience and business continuity (BCP) framework, ensuring it is embedded across the business and aligned to regulatory expectations.
• Define and deliver a clear roadmap to mature operational resilience capabilities, building on existing foundations and driving continuous improvement.
• Establish and maintain effective operational resilience governance, including Executive and Board-level oversight, and act as the central point of coordination for crisis management.
• Lead scenario testing and response planning, ensuring the organisation can respond to and recover from severe but plausible disruptions.
• Provide forward-looking horizon scanning on regulatory developments in operational resilience, advising the business on implications and required actions.
• Manage and develop the Operations Risk, Controls and Resilience team, providing clear direction, coaching and performance oversight to ensure high-quality delivery and continuous capability development.
• Ensure a consistent and effective risk and controls framework is embedded across Operations, with clear ownership, accountability and ongoing improvement.
• Build and promote a strong risk and resilience culture across Operations and the wider business.

Skills and Experience Specification:

Essential:

• Significant experience in operational resilience and/or business continuity within financial services (ideally insurance), with a strong understanding of UK & European regulatory expectations (e.g. FCA/PRA, Lloyd’s where relevant).
• Proven ability to develop and embed frameworks, including governance, scenario testing and response planning.
• Experience of interpreting regulatory developments and translating them into practical actions.
• Experience in a first-line risk and controls environment.
• Demonstrated people leadership experience, with the ability to develop and motivate a team.
• Strong leadership and stakeholder management skills, with the ability to influence at senior levels.
• Ability to communicate complex risk and resilience topics clearly and pragmatically.

Desirable:

• Experience in the insurance or Lloyd’s market.
• Familiarity with important business services and impact tolerances.
• Experience of crisis management and/or regulatory engagement.
• Relevant risk/resilience qualification

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