Please note this role can be based in either London or Norwich

This role will manage all aspects of the Operations team, providing support across the CNA Hardy Group. The incumbent will play an important part in driving capabilities, processes, behaviours and systems, which allow CNA Hardy Operations to remain robust and resilient while continuing to carry out its mission in the face of disruption, regardless of its source in an ever-changing operating environment.

Key Responsibilities


Builds, develops and maintains long-term relationships with stakeholders and Operational community across the business to enhance service delivery.
Designs and delivers new controls and procedures in response to areas such as changes in regulation/legislation, feedback from the business, operational risk and technology changes. Undertaking a systematic review of all policies, procedures and checklists to ensure they are robust, scalable and meet the business requirements as it continues to evolve.
Works across the lines of defence model to implement appropriate processes and procedures, ensures adherence and facilitates the collection of required information to demonstrate compliance with relevant regulations and best practices.
Leads and owns the Executive led Crisis Management Plan and related materials including quick reference cards, role cards, playbooks etc.
Collaborates and coordinates with global Business Impact Analysis and Risk Assessment / treatment planning to ensure alignment for UK & Europe – dependency mapping, systems reliance, people reliance, and location reliance.
Coordinates a testing plan, be involved in the testing itself, assists with the drafting of reporting and designing and implementing recommendations based on the results.
Works proactively with key stakeholders to help drive measurable improvements against areas identified in reviews, to include specific training and development needs.
Establishes individual accountability and collective responsibility to better support resilience decision-making by extending existing regulatory tools and governance structures.
Identifies innovative opportunities to support agile ways of working across CNA Hardy

Facilities and Business Continuity

Leads the management of the facilities, business continuity and health and safety to ensure appropriate measures are being taken for business continuity.
Provides oversite on the supplier model to ensure all supplier relationships are monitored and adhered to in compliance with CNA Hardy policies.
Liaises and oversees the resources responsible for health and safety and business continuity to ensure the continuity plans are kept up to date and testing schedules are adhered to. Collaborates and coordinates with health and safety, incident and crisis management framework planning to ensure all business functions have formulated plans for incident & crisis management responsibilities with compliant, uniformed response and escalation plans.
Encompasses operational resilience skills and capabilities in management and staff development programmes including supporting Learning & Development with design and implementation of online and classroom training and exercising, including role/framework, induction training for crisis, incident and recovery role holders with related reporting for compliance; with related post exercise reporting / lessons learnt and action monitoring.
Ensures a robust recovery strategy; consulting with wider business plan owners to develop comprehensive recovery plans for their specific functions across UK & Europe.
Reviews procurement of BCM applications to support BCM strategy – Emergency Notification Systems, BCP planning tools, IVR Helpline systems – and related system development, contract negotiation, tendering and procurement exercises.
Conducts third-party suppliers, pre-contract criticality analysis and BCP review to risk evaluate / mitigate BCM impacts of supplier incidents, related review of supplier contracts and support auditing of key 3rd party suppliers.
Ensures ongoing review and continuity of service in all Request for Information (RFIs), Request for Proposals (RFPs), Contracts and Master Service Agreements (MSAs).
Manages and delivers analysis of Business Continuity Management capability for assurance and awareness to meet expectations of external and internal legal and regulatory requirements
Designs and implements a maturity scale based and audit approach for recovery plans for objective and uniform assessment of plans that are aligned with the evolving organisation’s mission.

Skills, Knowledge & Experience

Experience of being a senior team member in or of leading a Business Continuity team
Demonstrated ability to influence others across a complex organisation and or management structure to build commitment and consensus
Ability to effectively lead geographically dispersed direct reports, setting objectives, assessing performance and addressing development needs
Strong knowledge of the internal and external audit process
Knowledge of mature Risk Management approaches and frameworks
Excellent analytical and problem-solving skills
Strong verbal and written communication skills
Excellent interpersonal and the ability to work effectively with peers, management and subordinates
Proven expertise in fostering high-performing teams; helps others excel through collaboration and building strong relationships
Strong project management, organizing and planning skills to coordinate multiple sets of activities
Ability to lead and motivate others in accomplishing goals
Active member of the Internal Controls Working Group, coordinating the reporting from the Working Group to the Operations Committee, one of the governance committees of the Group +

CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We are part of CNA Financial Corp, the 8th largest U.S. commercial property and casualty insurance company. Established in 1897, CNA has approximately 7,000 employees, serving businesses and professionals in the U.S., Canada, Europe and Asia. We offer a wide range of products and services, providing a superior suite of insurance solutions that any organisation conducting business requires.