Operational Resilience Specialist

DLL operates across multiple markets across the globe within a highly regulated environment, holding a high degree of responsibility on always ensuring operational resilience. To deliver on the regulator, customer and society expectations, Markets are accountable for local execution and readiness of their local operations (first line of defense), Risk Management defines policy and set expectations towards operational resilience (second line of defense) and group audit provides independent oversight to attest Markets act according to defined policies and procedures (third line of defense). Your role is to connect these responsibilities from an Operations perspective, create transparency, support escalation, audit finding monitoring, and help ensure resilience-related gaps are visible to the right owners and governance forums, and resolved timely. 

As Operational Resilience Specialist, you will ensure that operational resilience, business continuity coordination and severe incident escalations are clearly structured, visible and effectively connected across Markets, Global Operations, Global Business Services, Risk / IRM, CDO and other relevant stakeholders. 

You will report to the Global Head of Operations and support the Operations leadership agenda by maintaining a clear view of DLL's resilience readiness, cross-market dependencies, open actions/audit findings and escalation points. You will work closely with a diverse set of internal stakeholders where operational continuity, severe incidents, or cross-market dependencies require coordinated attention.

This is a central coordination and escalation role. It does not replace local market ownership for business continuity execution, Risk / IRM ownership for policy and independent oversight, CDO ownership for IT-service recovery dependencies, or local accountability for regulatory execution.

In severe, group-wide or cross-market events, you will act as a trigger-based central coordinator safeguarding the right orchestration of crisis response plan, monitoring execution of actions and tracking resolution, providing the right and timely leadership visibility on how the crisis is being managed and where further escalation is needed. Markets retain responsibility for local crisis response, but this role helps ensure that relevant information, escalation needs and cross-domain dependencies are connected centrally when the scale or severity of the event requires it.

You will lead with structure, clarity and pragmatism and support DLL to strengthen its operational resilience while respecting clear market accountability, independent risk oversight, and disciplined global guardrails.

Your Mission

• Support the Global Head of Operations with a consolidated view of operational resilience readiness, severe incident escalation points, open audit findings and resolution plans, cross-market dependencies and open resilience actions across the Operations domain.
• Coordinate Operations-side visibility of business continuity planning, drill status, readiness gaps and follow-up actions, while local execution remains with Markets and relevant local owners.
• Help ensure the business continuity and operational resilience model works effectively by connecting Market execution, Risk / IRM policy and oversight, CDO IT-service dependency support, and Operations coordination.
• Act as a central coordination point for operational resilience topics that require cross-market, cross-domain or executive-level visibility, without taking over local ownership or second-line oversight responsibilities.
• Provide trigger-based central crisis coordination support for severe, group-wide or cross-market disruptions, focused on orchestration, executive escalation, action tracking and leadership updates.
• Ensure resilience-related issues, gaps and actions are routed to the right Market, domain or function, and tracked through the appropriate governance channel.
• Support clear handshakes between Global Operations, different DLL domains (CFO, CRO, CDO, CHRO, CCO and CEO) and other stakeholders involved in resilience, continuity or severe incident response.
• Provide input into Operations governance routines, market reviews, QBRs or escalation forums where resilience status, severe incidents or cross-market dependencies require leadership attention.
• Support the Global Head of Operations in identifying where resilience gaps may affect safe, resilient and efficient execution across Markets.
• Maintain clarity on what is and is not owned by this role, ensuring responsibilities remain clearly allocated across Markets, Operations, Risk / IRM, CDO and other relevant functions.
• Support lessons learned after severe or cross-market disruptions by coordinating follow-up actions, visibility of recurring themes and escalation of systemic issues requiring global attention.
• Foster a culture of preparedness, transparency and disciplined escalation across Operations, helping DLL strengthen resilience without creating duplicated governance or unclear accountability.

Skills and Capabilities Required

• Experience or strong understanding of operational resilience, business continuity management, crisis coordination, operational risk or related disciplines in a complex, regulated or multi-market environment.
• Ability to operate effectively in a split-responsibility model across Markets, Global Operations, CRO / IRM, CDO, GBS and other functions.
• Strong coordination and stakeholder management skills, with the ability to create clarity across teams that do not report directly into the role.
• Ability to distinguish between central coordination, market execution, second-line oversight, and technology dependency management.
• Strong written and verbal communication skills, including the ability to prepare concise leadership updates, action trackers, escalation summaries, and resilience status reporting.
• Ability to work calmly and effectively during ambiguity, time-sensitive situations, or severe operational disruptions.
• Strong action tracking and follow-up discipline, ensuring resilience-related issues are assigned to the correct owner and progressed through the right governance route.
• Ability to simplify complex resilience topics and translate them into practical actions, clear ownership and decision needs.
• Strong understanding of how Markets, Global Operations, GBS, Risk / IRM and CDO interact in a global operating model.
• Ability to support governance and escalation without overstepping into local execution, Risk policy ownership or independent oversight.
• Experience in financial services, leasing, vendor finance, banking, or another regulated environment is valuable.
• Data-driven and structured approach to tracking readiness, dependencies, issues, actions and escalation points.
• Ability to build trust across Markets and global functions by taking a pragmatic, collaborative and enterprise-minded approach.

All members enjoy

• Work-Life Balance: Flexible working, including hybrid, designed to support you at every stage of life.

• Global and Inclusive Culture: A global and inclusive culture where your unique background and perspectives are valued.

• Two volunteering days: Two working days to contribute to charities and your community. 

• Comprehensive Benefits: Health, wellness, financial programs and industry leading holiday package.

• Professional Growth: Access to training, mentorship, tuition reimbursement, and career development programs tailored to your goals. 

• Click this link to look at the benefits in your region.

Choose Wellbeing

At DLL, we recognize that investing in member wellbeing is essential for creating an inclusive and supportive work environment. This not only promotes personal and professional growth but also boosts productivity, engagement, and overall success. We focus on the following:

• Supporting Members During Moments That Matter: We provide dedicated support resources to help you navigate significant events in your work, your lifestyle, and your personal moments.
• Implementing Global Wellbeing Programs: We carefully select and implement programs that enhance our members’ experience.
• Embedding Wellbeing in Everything We Do: We integrate wellbeing into all our practices and policies to ensure it is a fundamental part of our culture.

Good to know: 

• The selection process may involve an assessment.

• For more information, please contact Natalie Gray, Talent Acquisition Partner via [email protected]

DLL is an equal-opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and an inclusive work environment. 

We’re dedicated to ensuring our hiring process is accessible to all. If you require accommodation at any stage, please inform your HR Partner.