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Business Continuity Management Culture at NCBC

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NCB Capital, Saudi Arabia’s largest investment bank

The NCBC been awarded a Corporate Business Continuity Management (BCM) Certification by the British Standards Institute (BSI) in June 2010

NCB Capital the first investment company to get the BS 25999 certification in MENA(Middle east and North Africa) region.

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Business Continuity Management Culture at NCBC

  1. 1. Continuity and Resilience (CORE) ISO 22301 BCM Consulting Firm Presentations by our partners and extended team of industry experts Our Contact Details: INDIA UAE Continuity and Resilience Level 15,Eros Corporate Tower Nehru Place ,New Delhi-110019 Tel: +91 11 41055534/ +91 11 41613033 Fax: ++91 11 41055535 Email: neha@continuityandresilience.com Continuity and Resilience P. O. Box 127557 Abu Dhabi, United Arab Emirates Mobile:+971 50 8460530 Tel: +971 2 8152831 Fax: +971 2 8152888 Email: info@continuityandresilience.com
  2. 2. Business Continuity Management Culture at NCBC Oct 2012 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  3. 3. Table of Contents Agenda About NCBC …………………………………………………………………………………………………………………………… NCB Capital Principles……………………………………………………………………………………………………………. NCBC Organisation Structure………………………………………………………………………………………………….. Need for BCM ………………………………………………………………………………………………………………………… Prevailing disruption factor…………………………………………………………………………………………………….. Impact of downtime……………………………………………………………………………………………………………….. Benefits of BCP……………………………………………………………………………………………………………………….. Golden BCP rules at NCBC………… …………………………………………………………………………………………… NCBC command structure…………….…………………………………….………………………………………………….. NCBC incident management team…………………………………………………………………………………………. BCP-Preparation………………..…………………………………………………………….......................................... Involving all elements…………………………….……………………………………………………………………………….. 5 4 5 6 7 8 9 3 10 11 12 13 14 15
  4. 4. Table of Contents BCM overview……………………………………………………………………………………………………………………… BCM awareness…………………………………………………………………………………………………………………… Competency based trainings……………………………………………………………………………………………….. BCM culture-expecting best………………………………………………………………………………………………. BCP Tests…………………..………………………………………………………………………………………………………… Solid business operations………………………………………………………………………………………………….... Ensuring maximum uptime…………………………………………………………………………………………………. Maintenance and Tool automation…………………………………………………………………………………….. Automated tool………………………………………………………………………………………………………………….. Notification methodology………………………………………………………………………………………………….. NCB Capital milestone…………………………………………………………………………………………………………. Awards & Recognition…………………………………………………………………………………………………………. 5 16 4 17 18 19 20 21 22 23 24 25 26 27
  5. 5. • NCB Capital, Saudi Arabia’s largest investment bank • The NCBC been awarded a Corporate Business Continuity Management (BCM) Certification by the British Standards Institute (BSI) in June 2010 • NCB Capital the first investment company to get the BS 25999 certification in MENA(Middle east and North Africa) region. About NCBC 5
  6. 6. NCB Capital Principles We put our clients first Work as trusted partners with clients and colleagues We upload the highest levels of integrity We excel at executing our tasks 6
  7. 7. NCB Capital Organisational Structure – Operational Excellence • BCM program under the authority of CEO • Steering Committee determining the scope, providing resources, developing timeframes and responsibilities of BCM Program • The BCM team assisting Management and performing operations 7 BCM Steering Committee Board Members CEO Management Review Committee / Senior Management Team (SMT) Business Continuity Management Task Force BCM SPONSOR (Currently COO) BCM Head Risk Committee Internal Audit Team Strategic Tactical Operational
  8. 8. 7 Need for BCM • Protect from Growing threat levels-Internal & external • International Nature of trade • Maintain Operations and minimize financial impact during Crisis • To recognize as a reliable and sustainable business partner
  9. 9. Prevailing Disruption Factors • Power Failure • Disruption of network or telephone • Pandemic flu • Terrorist attack or elevated threat level • Bomb threat • Sand Storm • Flood • Earthquake • Hurricane/Tornado/Tsunami • Civil Disorder/Social conflicts • Power Failure • Disruption of network or telephone • Pandemic flu • Terrorist attack or elevated threat level • Bomb threat • Sand Storm • Flood • Earthquake • Hurricane/Tornado/Tsunami • Civil Disorder/Social conflicts External • IT systems failure • Denial of Service (DOS) & Distributed DOS attack • Connectivity Failure between sites • Loss of critical and/or multiple personnel • Sabotage/Theft • Intrusion/Hacking/Virus • Fire or smoke damage • Patch/Version release update failures • Data center facility HVAC, UPS failures • IT systems failure • Denial of Service (DOS) & Distributed DOS attack • Connectivity Failure between sites • Loss of critical and/or multiple personnel • Sabotage/Theft • Intrusion/Hacking/Virus • Fire or smoke damage • Patch/Version release update failures • Data center facility HVAC, UPS failures Internal NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved 8
  10. 10. Regardless of the extent and type of security, precautions, preventive measures, an organization can experience sudden, unplanned events that can disrupt critical business operations for some duration....Disasters can cause the following impacts: Productivity Loss • Number of employees impacted X hours out X burdened hourly rate Damaged Reputation • Customers • Suppliers • Political • Business Partners Financial Loss • Direct loss • Compensatory payments • Lost future revenue • Billing losses • Investment losses Service Delivery • Essential public services • Public information • Commercial partners Penalties • Contractual • Regulatory • Legal Other Expenses Temporary employees, equipment rental, overtime costs, extra shipping costs, travel costs… The organization MUST know the impact of downtime Impact of Downtime 9 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  11. 11. BCP plans to keep BAU running in case of Disruption Keep Organisation going •Tested BCP reduces employee stress and make them know expectation during crisis Safeguard Employees Reputation grows with customers, partners, staff and investors Protect Corporate Reputation Cross training employees to provide backup in the event of emergency Increase organizational skill •Saves from revenue loss and as well as loss of future business opportunities Minimize financial losses Benefits of Embedding BCP culture NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved 11
  12. 12. 11 Golden BCP rules Followed at NCBC • Keeping BCP plans simple • Ensure it can be used during a disruption • Identifying the right resources • Exercised, Audited and reviewed • Always available, Accessible & affordable
  13. 13. NCBC Command Structure Gold Strategic Bronze Operationa l The Thinkers (CMT) The Doers (Recovery team) The Planners and co-ordinators (IMT) NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved Silver Tactical 13
  14. 14. The NCBC Incident Management • During Disaster the incident response team escalating to BCM COO & parallel conducting Evacuation • Escalation from BCM COO to Crisis & Incident management team • Direction & information from NCBC Crisis management team to Local Incident management team • Incident management Team information to BC team for mobilisation 14 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  15. 15. Be Prepared Business Continuity Plan • Initial Control of Emergency Situation • Safeguarding Human life • Stabilizing, Security, damage • assessment • Strategic • Direction • Policy issues • Crisis communications – internal and external (media) • Outward facing liaison - stakeholders, users etc • Co-ordination of service recovery efforts • Phased recovery of business-critical processes • Recovery of infrastructure and services • Returning to “business as normal” NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved 15
  16. 16. Involving all Elements of the Organisation Risk Management Emergency response IT disaster recovery Facilities management Supply chain management Health & safety Knowledge management Human resources Security Crisis communications Business Continuity Management 16 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  17. 17. 16 BCM – Overview and Service Offerings & Embedding Culture • Establish BCM governance and control • Maintenance of BCM plan in current and usable form • Provide competency based training to BCM teams • Increase staff awareness of BCM • Incident management advisory • BCM testing and exercises, thus ensuring readiness • Business continuity process management NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  18. 18. 18 Business continuity awareness • Conducted Business continuity awareness week • Distributed BCM awareness wall posters in all regions. • Business continuity for Securities • Published business continuity awareness week newsletter 18 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  19. 19. Competency based training • Conducted Crisis Management Training for CMT • Conducted Crisis Communication Training • Facilitated regional Incident Management Team Training • Conducted teams scenario exercises • Re-structured CMT and IMT 19 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  20. 20. NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved Embedding BCM Culture- Expect the best Fire DrillTraining BCM Test Awareness • Conducted Training for efficiency results • Conducted awareness to make understand the importance of BCM • Fire Drill exercise to train employees, helpful to take decision during real scenarios. • BCM tests to validate the functionality and operations and measuring Success 20
  21. 21. 20 BCM test at regular intervals • Test conducted successfully • Involved the Incident Management Team • The Call Centre unit successfully tested • Critical users now much more familiar and confident with BCM tests NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  22. 22. Solid Business Operations • Reduce impact of incidents by conducting live testing at Alternate Location • Ready to respond and communicate quickly in case of disruption • Recovering by replication technology to maintain zero data loss for resumption • Team remain intact until primary site fully restored ensuring return to normal operations 22 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  23. 23. Robust business continuity system to ensure maximum up-time Business Continuity Management • Steering Committee invoking BCP during Crisis • The Incidence Response team immediately reacting on response procedures and incidence response plan • Crisis Management center to send notification and media communication • Recovery at DR site by BRP and & BCM plans • Back to Primary Location at Normalcy 23 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  24. 24. NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved Business Continuity Management – Maintenance & Tool Automation Key Achievements • Implemented Recovery Planer BCM tool for NCBC • Migrated BCM documents in Recovery Planer and verified • Setup the notification through Email, SMS and Voice • Configured BCP processes in the tool & updated by business owners • Provided BCM training to staff • Conducted BCM tests and exercise Benefits • Established BCM governance and control • Lower Operational Risk • Efficient management of BCP preparedness to mitigate disruption • Keep NCBC BCM up to date. • Enhanced company staff BCP awareness 24
  25. 25. Automated tool for Effective BCM at NCB Capital RPX features Effective Notifications Interactive Dashboards Online training videos E-Learning Reporting Access outside LAN • The Automated Workflow used at NCBC ensures process more effective • Faster Stage wise Approvals • Saves cost and improve productivity • Useful from reporting purpose to SMT & CMA • Centralised information 25 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  26. 26. Notifications & Communication methodology during disruption Communication Setting Notification Recovery Users Receiving alerts Capturing Response Sending to Critical Team Moving to Alternate location Responding with status RPX Incident Setup User Response NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved 26
  27. 27. 26 NCB Capital’s milestone 2008 2009 2010-2011 1. Little BCM awareness 2. Absence of BCP 3. Limited BCM Policy Statement 4. No DR site 5. Limited BCM governance 1. Published BCM Policy 2. Formulate BCM governance 3. BCM Documentation 4. Training of Staff & Signoff 5. More BCM Awareness 6. Set-up DR site Jeddah 7. Conducted Functional tests 1. BCM tool implementation 2. BCM data migration 3. Staff training 4. Crisis Management Training 5. Strengthen BCM awareness 6. Test and exercise 7. BS 25999 Audit 8. Attained BS25999 certificat Building The Foundation Taking off … BCM Ownership Initially NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  28. 28. 1. Business Continuity Strategy of the Year 2. Most Effective Recovery of the Year 1. Business Continuity Strategy of the Year 2012 Finalist 2011 Finalist in 28 NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved
  29. 29. Thank You! NCB Capital Company, Al Mather Street, P.O.Box 22216, Riyadh 11495, Kingdom of Saudi Arabia. © 2012 NCB Capital. All rights reserved 29
  30. 30. Continuity and Resilience (CORE) ISO 22301 BCM Consulting Firm Presentations by our partners and extended team of industry experts Our Contact Details: INDIA UAE Continuity and Resilience Level 15,Eros Corporate Tower Nehru Place ,New Delhi-110019 Tel: +91 11 41055534/ +91 11 41613033 Fax: ++91 11 41055535 Email: neha@continuityandresilience.com Continuity and Resilience P. O. Box 127557 Abu Dhabi, United Arab Emirates Mobile:+971 50 8460530 Tel: +971 2 8152831 Fax: +971 2 8152888 Email: info@continuityandresilience.com

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