[OR] [MBT] [E1] [C4] Composing the OR Team

Chapter 4

What Should the Composition of Metrobank's Operational Resilience Team Be?

Introduction

Operational resilience is the cornerstone of any financial institution, especially a major player like Metrobank.

The dynamic nature of the banking environment, combined with evolving risks and the need for business continuity, makes it imperative for Metrobank to have a dedicated and strategically structured Operational Resilience (OR) Team.

This team ensures that the bank is equipped to handle disruptions, adapt to unforeseen challenges, and sustain critical services during crises.

In this chapter, we will explore the ideal composition of Metrobank’s Operational Resilience Team, detailing the roles, responsibilities, and expertise needed to safeguard the bank's operations and maintain its ability to serve customers without interruption.

Purpose of the Chapter

The purpose of this chapter is to outline the recommended structure of Metrobank’s Operational Resilience Team, which is pivotal in ensuring the bank's ability to withstand and recover from operational disruptions.

The objective is to provide a clear and actionable framework that Metrobank can adopt to build a robust and effective team dedicated to the principles of operational resilience, in line with regulatory requirements and industry best practices.

By understanding the roles and functions required, Metrobank can better prepare for potential threats and enhance its overall resilience.

Key Elements of Metrobank’s Operational Resilience Team

Team Leadership: The Chief Resilience Officer (CRO)

• Role: The CRO should oversee the entire Operational Resilience function, ensuring alignment with Metrobank's strategic objectives and regulatory requirements. This senior leader would report directly to the CEO and the Board of Directors, ensuring operational resilience is given the priority it deserves at the highest levels of the bank.
• Responsibilities: The CRO is responsible for defining the operational resilience strategy, providing leadership and direction to the team, managing crisis scenarios, and ensuring that resilience initiatives are integrated across the organisation.

Business Continuity Manager

• Role: This role focuses on implementing and maintaining Metrobank’s Business Continuity Management (BCM) plans. They will ensure the bank’s critical operations remain functional in the event of disruptions.
• Responsibilities: Responsibilities include conducting business impact analyses (BIA), developing and testing continuity plans, and ensuring that key business functions such as customer service, operations, and technology can continue despite adverse events.

Risk and Compliance Specialist

• Role: This role ensures that Metrobank’s operational resilience strategies comply with relevant local and international regulations, including those set by the Bangko Sentral ng Pilipinas (BSP) and the Basel Committee on Banking Supervision (BCBS).
• Responsibilities: The Risk and Compliance Specialist assesses risks, ensures regulatory compliance, supports audits, and coordinates risk mitigation actions across the organisation.

Crisis Management Coordinator

• Role: In times of crisis, the Crisis Management Coordinator plays a key role in managing the response to events that threaten to disrupt the bank's operations.
• Responsibilities: They manage the crisis response framework, lead crisis simulation exercises, and ensure effective communication during incidents. This role also involves coordinating with other teams to implement immediate recovery actions and assess the impact of the crisis.

Technology Resilience Lead

• Role: Given the crucial role technology plays in Metrobank's daily operations, the Technology Resilience Lead is responsible for ensuring the robustness of IT infrastructure and cyber resilience.
• Responsibilities: This person ensures that Metrobank's systems and data are protected against cyberattacks, technological failures, or any other IT-related disruptions. The role involves conducting regular IT system risk assessments, overseeing the implementation of disaster recovery plans, and managing cyber resilience strategies.

Communication and Stakeholder Relations Manager

• Role: Effective communication is vital to operational resilience, particularly during a crisis. This role focuses on ensuring clear and consistent internal and external messaging during disruptions
• Responsibilities: The Communications Manager ensures that all stakeholders (employees, customers, regulators, and the public) receive accurate and timely information. This role is also crucial in reputation management during and after a crisis.

Recovery and Restoration Specialists

• Role: These specialists are responsible for managing the restoration of business operations following a disruption.
• Responsibilities: They focus on the recovery phase, coordinating the restoration of critical services, ensuring minimal downtime, and managing the return to normal operations after an event. Their work also involves continuous improvement, analysing past recovery efforts, and applying lessons learned.

Training and Awareness Coordinator

• Role: This role ensures that the bank’s staff are continually educated and prepared to act effectively during a crisis.
• Responsibilities: The Training Coordinator develops training programs and simulation exercises to ensure all employees understand their roles during a crisis. They work to embed operational resilience within the bank’s culture by promoting awareness and preparing employees at every level to respond to disruptions.

Third-Party Management Specialist

• Role: Metrobank’s operational resilience extends to its third-party vendors and service providers, making this role essential.
• Responsibilities: The Third-Party Management Specialist evaluates the resilience of the bank’s external partners, ensures that contracts contain provisions for business continuity, and works with third parties to ensure they meet resilience requirements.

The composition of Metrobank’s Operational Resilience Team is fundamental to the bank’s ability to maintain continuous operations, respond effectively to crises, and protect the interests of its stakeholders.

By clearly defining roles and responsibilities, Metrobank can ensure that every critical function is adequately managed and that the bank remains resilient in the face of operational threats.

A well-structured Operational Resilience Team, with clear leadership, cross-functional collaboration, and continuous training, will enhance Metrobank’s capacity to anticipate risks, mitigate impacts, and recover swiftly.

The operational resilience of a banking institution is not just about handling crises but also about creating a culture of preparedness, agility, and continuous improvement.

By adopting a holistic approach and building a diverse, capable team, Metrobank can maintain its competitive edge and deliver uninterrupted service to its customers, no matter the challenges it faces.

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.