Charlene Johnson

Providing support in development and maintenance of an effective international Business Continuity & Resilience Framework to establish robust business continuity plans and procedures across firm.

Providing ongoing assistance and administration to obtain and maintain ISO22301 certifications by creating and maintaining 49 Local Bronze BC plans, as well as confirming adequacy of current processes and recovery strategies for 52 Operational Bronze BIAs and BC plans.

Developing and implementing incident management and business continuity exercises and assist in preparation of board and executive management reports, deputising as necessary for senior BC Manager.
Liaising with and building working relationships with external providers of BCM Services, Consultants, Auditors and other stakeholders. Supporting BC coordinators internationally across 49 sites and assisting with BC internal training programme.

Providing 24 hr on call support to coordinate emergency responses, ensuring minimal disruption to operations and collaborate with Travel Risk, Security and H&S Teams to achieve seamless crisis management execution.

• Created and updated Decision log throughout Spain Power outage. Wrote Post incident report (PIR) to track lessons learned.
• Supported APAC Travel Risk manager with on call support and mass communication during Cyclone Alfred near Brisbane.

Horizon scan for new risks / changes to existing risks in relation to Business Risk, Information Security Risk and Business Continuity Risk.

• Developed and maintained BIAs & BC Plans across Team Technology Organisation.
• Created, maintained and managed physical testing as well as managing key personnel risk and staff succession.
• Managed Vendor contracts and maintained SFIA & Company training records to comply with FCA and ISO regulations and recommendations.
• Provided input and assistance with IT-DR capability to identify recovery strategies and risk mitigation.
• Responsible for horizon scanning for threats and managing BIAs and BCPs for 30 Teams across 16 UK sites.
• Supported on BC integration project to streamline UK BC with Singapore, Canada, Latin America, Australia and Caribbean.
• Tracked and managed IT Vendors

• Assist in ensuring Company’s objectives regarding Business Continuity are met and that it fulfils its legal, contractual, and business-related requirements for data confidentiality, integrity, and availability through effective use of technology and procedural controls and through Business Continuity awareness, training, and education.
• Assist in continuously improving BC capability across IT and UK business operations (1800+ staff, 3 Primary and 4 regional sites).
• Providing input and assistance with IT-DR capability to identify recovery strategies and risk mitigation following coordinated tests.
• Responsible for Horizon scanning for threats and managing BIAs and BCPs for all 36 Operational areas (Bronze) whilst supporting with strategic (Gold) and Tactical (Silver) plans.
• Lead on communication project to obtain new mass communication tool, consulted with key stakeholders and created documents to present at BCSG.
• Created and maintained 2022 BIA & BCPs for all 36 Operational areas.
• Created 2022 Master BIA to support IT- DR with RTOs & RPOs to determine recovery capabilities for business areas.
• Identified SPOF (single point of failure) throughout all 36 Operational areas and consulted with Risk to ensure these were reported on BC Risk Register where necessary.

• Lead, Develop and maintain 28 handlers to manage claims with skills and experience necessary to deliver business strategy and objectives.
• Proactively managing day to day running of claims team and provide support across wider claims teams, overseeing operational processes as well as monitoring service Level to ensure team and department adhere to 95%.
• Maximising team performance through effective coaching, mentoring and performance management tools as well as providing regular, honest and constructive feedback to team to help their personal development.
• Driving culture which encourages continuous business improvement through new incentives to drive efficiency for business and specific team areas.
• Managing internal and external complaints from stake holders in line with time scales and seeking out opportunities to improve customer experience.

• Manage a high performing team of 10 staff: processing over 800 pieces of incoming work daily, including post, emails, urgent alerts and priorities.
• Nurturing development through 121s and coaching to utilise talent within the team and celebrate best practice.
• Ensure adherence to strict SLA targets and deadlines for dividend changes and updates.
• Motivate and inspire the team to go the extra mile to stay within caseload and aim to reduce below service level.
• Create training and coaching plans to enable individuals to learn new skills, train staff to manage escalated calls and prioritise where needed with case management and urgent tasks.
• Actively manage working relationship with other areas of the business and have input and ideas for cost saving and improving working practices.
• Multitask to audit teamwork to ensure 98% accuracy, as well as answer queries and questions and ad hoc requirements from management and supervisor and manage self development.

• Identifying talent within the team and or department, providing mentoring and support to individual CSRs and peers, handling and management of complaints coming into the department to adhere to FCA guidelines and time scales.
• Maintaining and improving working relationships between departments on site and cross site with Bournemouth.
• Actively managing relationships with on-going claims departments such as SJC and working together to improve working practices and process.
• Constantly monitoring staff productivity and call forecasting against financial plans by chairing and actively contributing to weekly planning meeting and sharing recommendations with both Huddersfield and Bournemouth in order to achieve SLA.
• Supporting my peers with creation of disciplinary packs, invite letters and performance improvement plans.
• Provide guidance on behavioural and conduct issues and ensure peers have in depth understanding of their options regarding conduct/capability.
• Nominated and won colleague awards for Hall of Fame.
• Introduced Heart 2 Heart peer to peer learning centres for Team Leaders in the business.
• Ensure daily SLA targets of 95% are met by answering up to 900 incoming calls and queries.
• Implemented daily huddle for our area to allow floor cover to be discussed.
• Resource planning to analyse 8-week view of shrinkage, highlight areas of concern and plan overtime / shift moves and banked hours to accommodate short falls.
• Actively Engages and motivates individuals to maximise high performance within the team.