The Role
Canopius is a market leading Cyber Insurer. In 2023, we in-sourced our cyber incident response service. The service is used by businesses with a cyber insurance policy from Canopius to receive immediate assistance in the event of a cyber incident. These incidents can be crippling for businesses and include business email compromise attacks, ransomware, social engineering events and many other scenarios. The Incident Responders arrange assistance from our panel of expert service providers (IT, legal, PR, etc) and then project manage the recovery efforts. They are a key front-line service relied upon in business-critical situations.
The Incident Responders work as a global team (with teams located in Sydney, London, and Chicago) to provide 24/7 coverage of new incidents. They are also part of a wider cyber claims team located in London, Chicago and New York. Incident Responders collaborate with the claims team to allow the claims team to assess the insurance position of new incidents. Incident Responders will also provide feedback for underwriters on emerging trends.
The Team Lead will be responsible for a team of responders based in London, UK. They will facilitate training of the incident responders in London and enable their career progression. The Team Lead in London will regularly coordinate with the Team Leads in Chicago and Sydney.
Responsibilities:
- As part of the global team of incident responders, provide 24/7 high quality service to triage, arrange assistance, and project manage cyber incidents notified by policyholders.
- To act in accordance with the Canopius Claims Vision: “to continually push the boundaries of customer excellence through an empowered, collaborative and innovative approach to claims; to be the envy of the market”.
- Be a reassuring and friendly advisor to businesses caught up in the crisis that is a cyber incident.
- Oversee the skills training and career progression of the incident responders based in your location.
- Drive each of the responders in the team to perform at the highest levels of service through setting goals, mentoring, motivating, and proactively addressing areas of concern.
- Regularly coordinate with Team Leads in other locations to continually improve the incident response service.
- Provide feedback to the Global Head of Professional Lines Claims, claims handlers, and underwriters on all aspects of cyber incidents and identifying trends whilst continuously innovating to better assist our policyholders with responding to cyber incidents; delivering changes that add value to our policyholders and Canopius.
- Assist the claims handlers and underwriters with managing relationships with key external stakeholders (coverholders, panel service providers, brokers, etc) and develop their own relationships as part of selling the Canopius Cyber value proposition.
- Continually develop and maintain knowledge of cyber threats and appropriate response methodologies.
- Coordinate in a professional manner with claims handlers and coverholders to resolve cyber incidents of a policyholder in a timely manner.
- Record and report on cyber incidents accurately, following set guidelines, fully utilising the resources available.
- Assist in the collection and compilation of incident data to support wider internal stakeholders.
- Conduct pre-breach initiatives with Canopius’ customers.
- In the event of any customer dissatisfaction, ensure that the Canopius Complaints Process is followed.
Given the 24/7 nature of cyber incident response, weekend and evening work will be required periodically to cover new notifications or respond to urgent developments. This will be managed with the support of the global network of responders.
Skills and Experience:
- Relevant qualifications and understanding of the cyber security landscape.
- An understanding of International Data Protection Legislation.
- A strong aptitude for management and leadership skills.
- A positive, enthusiastic and confident disposition.
- Exceptional communication skills, both written and verbal.
- Excellent listening skills.
- Ability to articulate messages to a variety of audiences.
- Ability to establish and maintain strong relationships across all levels within an organisation and external stakeholders.
- Ability to influence others and move toward a common vision or goal.
- Act with honesty, integrity and fairness at all times.
- Ability to prioritise and proactively meet deadlines.
- Customer focused and keen to provide the highest quality of service delivery, driving forward improvements whenever identified.
The role may be ideal for someone currently working in incident response as a service provider but desiring to move away from “billable hours” to focus on the quality of the service provided to the businesses affected by the incident. We are happy to hear from veterans of the armed forces who experience in crisis management is particularly relevant. It is an exciting opportunity to join a market leading cyber insurer which is also the only cyber insurer operating a truly global in-house cyber response service.
