Business Continuity Manager

Description:

This role is responsible for the independent management of standard escalations, turning operational challenges into structured, trackable projects. The BCM I acts as a stabilizing force in high-pressure situations, driving alignment across internal teams to ensure swift, complete resolutions while defining clear success metrics for each incident.

Responsibilities
 

• Escalations: Own the end-to-end management of standard client escalations, transitioning ad-hoc issues into highly structured projects within Workbench and Jira.
• Project Management: Define clear success criteria and track SLA adherence across all involved stakeholders. Run cross-functional meetings to ensure accountability.
• Risk: Identify and flag risks that lead to delayed resolutions. Maintain total transparency by distributing daily TL;DR updates to all involved parties.
• Process Improvement: Execute thorough Root Cause Analyses (RCAs) post-resolution, ensuring that documentation leads to actionable, preventative measures.
   

Qualifications
 

• 2+ years of experience in project management or incident/escalation management.
• Proven ability to manage multiple complex workstreams simultaneously under pressure.
• Solid understanding of operational issues related to Global Payroll, Compliance, Integrations, and Fintech.
• Exceptional written and verbal skills, with the ability to influence cross-functional peers to meet SLAs without direct authority.