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.
