Business Resilience Director

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be eligible to work in the U.S. without requiring sponsorship.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

We get you further, faster.

Focused on you:  We provide every customer with a single point of contact. A resolute team member who is committed to meeting your needs today and tomorrow.

On the leading edge:  We are innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability:  We always ground our innovation in our deep experience and strong financial foundation, so we are a partner you can trust.

What you’ll do:

The Director of Business Resilience will lead Customers Bank’s enterprise-wide business continuity, disaster recovery, and emergency preparedness/response efforts working collaboratively to define business continuity and document business impacts and recovery strategies. The focus of the Director will be both strategic designing of required programs and practices, as well as tactical crisis management and response. The Director will be responsible for driving and delivering Business Resilience commitments, support, ownership, accountability, and results.

• Lead a coordinated business continuity program in alignment with banking industry best practices. Establish a framework and methodology for completion of continuity plans and continuous cycle of update, validation, and corrective action. Remain well-informed of and implement best practices and standards to support and improve the program.
• Identify key components that serve as the basis for continuity plans and programs. Implement standard Risk Assessment, Business Impact Analysis, and other Business Continuity tools and capabilities. Collaborate with Information Technology Services and business stakeholders to ensure consensus on critical functions and how they will be supported during a disruption. Align RTO & RPO objectives to operational processes.
• Drives and delivers effective Business Continuity strategies to support and, in time of disaster, recover Customers Bank’s critical business operations.
• Coordinate with and support Emergency Management with preparation for crisis and support crisis management program efforts, acting as triage lead for incidents, and acting as the Incident Commander throughout the incident or crisis management lifecycle
• Create, assist, maintain, monitor, and validate Business Continuity Plans within the business continuity tracking tool; coordinate with units/oversee writing of Business Continuity Plans across the bank.
• Develop programs and procedures regarding business continuity, disaster recovery and emergency protocol for all areas of the bank and educate stakeholders on Business Continuity and Incident Response. 
• Establish a coordinated program for training, communication, testing and exercising of plans, using a building block approach to build staff, student and faculty knowledge and confidence. Direct the continuous and regular validation and testing of documented Business Continuity plans; create scenarios to re-establish operations from various types of business disruptions.
• Conduct significant internal and external coordination with key partners, across business units, and with key external partners ensuring plans are updated and available to management teams in the event of a disruption.
• Attend professional meetings and participate in training or other educational offerings to update professional knowledge regarding new developments and technologies related to disaster recovery and business continuity.
• Conduct table-top exercises and crisis simulation events to ensure plans are functional and capable of restoring key business operations.

What do you need?

• Bachelor’s degree in computer science, information technology cyber security, risk management, communications, criminal justice or similar work experience in a related field.
• 7+ years of operational business resilience, continuity, or crisis management experience in the financial industry.
• Ability to work with senior management seeking buy-in for changes in procedures and recommend spending on equipment and technologies necessary for continuity in the event of disruption.
• Ability to work with bank business units in developing plans, procedures and creating alliances that will respond in the event of an occurrence.
• Extensive knowledge of disaster recovery and business continuity planning, information technology, business disruption and business operations best practices, principles and strategies.
• Extensive know-how in developing and maintaining business continuity plans, conducting business impact analysis and organizing and overseeing business continuity exercises.
• Proven project management capabilities.
• Demonstrated facilitation and collaboration skills.
• Ability to communicate and interface with diverse groups (both internal and external); strong interpersonal and communication skills.
• Detail oriented with strong problem-solving and analytical abilities.
• Ability to identify potential impacts of business risk and manage those risks effectively.
• Ability to plan and execute multiple projects simultaneously meeting established deadlines and overall project objectives.
• Excellent written and oral communication skills.
• Experience collaborating with Security teams to achieve ISO-27001 or SOC-2 Type II attestations is a plus.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. 

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.