Assistant Director - Business Resilience

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.

Salary range: An annual salary range of $100,000 - $150,000 is what we expect to pay for this position, based on overall skills and experience.

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

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.

We get you further, faster.

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

On the leading edge: We're 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're a partner you can trust.

What You'll Do:

• Support the bank's business continuity program in alignment with banking industry best practices, helping to maintain the framework and methodology used to complete, update, validate, and correct continuity plans. Stay current on industry best practices and standards and recommend improvements to the program.
• Help identify key components that serve as the basis for continuity plans and programs. Assist in conducting Risk Assessments, Business Impact Analyses, and other Business Continuity activities. Partner with Information Technology Services and business stakeholders to document critical functions and how they will be supported during a disruption, including recommended RTO & RPO targets.
• Help execute effective Business Continuity strategies that support the recovery of Customers Bank's critical business operations in the event of a disaster.
• Support Emergency Management with preparation for crisis and support crisis management program efforts, assisting with incident triage and serving as a member of the incident response team throughout the incident or crisis management lifecycle.
• Create, maintain, monitor, and validate Business Continuity Plans within the business continuity tracking tool; coordinate with business units on the writing and upkeep of Business Continuity Plans across the bank.
• Help develop procedures regarding business continuity, disaster recovery, and emergency protocol for areas of the bank, and support stakeholder education on Business Continuity and Incident Response.
• Support the program for training, communication, testing, and exercising of plans, using a building block approach to build staff knowledge and confidence. Assist with the continuous and regular validation and testing of documented Business Continuity plans, and help create scenarios to re-establish operations from various types of business disruptions.
• Support internal and external coordination with key partners across business units, helping ensure 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.
• Assist in conducting table-top exercises and crisis simulation events to help 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.
• 3+ years of operational business resilience, continuity, or crisis management experience, ideally within the financial industry.
• Ability to work with business unit leaders and support senior management in seeking buy-in for changes in procedures related to continuity in the event of disruption.
• Ability to work with bank business units to help develop plans and procedures that support a coordinated response in the event of an occurrence.
• Working knowledge of disaster recovery and business continuity planning, information technology, business disruption, and business operations best practices, principles, and strategies.
• Familiarity with developing and maintaining business continuity plans, conducting business impact analysis, and organizing business continuity exercises, with a desire to build deeper expertise over time.
• Solid project management and organizational 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.
• Interest in or exposure to collaborating with Security teams on ISO-27001 or SOC-2 Type II attestations is a plus.

Technology Skills:

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.
• Experience using the Resolver and Alert Media software is a big plus.
• Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.

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.