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Understanding Dora, the Digital Operational Resilience Act and Its Implications for the Financial Sector

As the financial sector continues to evolve in response to digital transformation, ensuring robust operational resilience has become paramount. The Digital Operational Resilience Act (DORA), an essential regulation from the European Union (EU), addresses this need by setting stringent standards for information and communication technology (ICT) risk management in financial institutions. This article provides an overview of DORA, its key components, and the impact it will have on the financial industry.

What is DORA?

DORA, formally adopted by the EU in November 2022, is a regulatory framework aimed at enhancing the digital operational resilience of the financial sector. It addresses the increasing vulnerability of financial entities to cyber-attacks and other ICT-related disruptions. DORA’s comprehensive scope applies to over 22,000 financial institutions and ICT service providers within the EU, including traditional banks, insurance companies, and newer players like crypto-asset service providers.

Key Pillars of DORA

DORA is built on five critical pillars, each designed to strengthen the financial sector’s ability to withstand, respond to, and recover from ICT disruptions:

  1. ICT Risk Management: Financial institutions must assess, mitigate, and manage risks associated with their ICT systems. This includes conducting comprehensive risk assessments, implementing protective measures like multi-factor authentication and data encryption, and ensuring employees are trained to recognize and respond to cyber threats.
  2. Incident Reporting: DORA requires financial entities to establish systems for detecting, reporting, and analyzing ICT-related incidents in real time. This ensures that incidents are managed effectively, lessons are learned, and future occurrences are prevented.
  3. Digital Operational Resilience Testing: Regular testing of ICT systems is mandated to ensure they are robust enough to withstand cyber threats. This includes annual penetration tests, stress testing under extreme conditions, and simulated phishing attacks to assess employee awareness.
  4. Third-Party Risk Management: DORA emphasizes the need for financial institutions to manage their relationships with external ICT service providers carefully. This involves setting clear contractual agreements, continuous monitoring, and ensuring compliance with DORA standards.
  5. Information Sharing: DORA encourages the creation of trusted networks for sharing information about threats and vulnerabilities, enhancing collective resilience across the financial sector.

Implementing DORA: Challenges and Strategies

While DORA provides a robust framework for digital resilience, its implementation presents several challenges. Financial institutions must navigate complex requirements, such as revising third-party contracts and improving incident reporting mechanisms. Effective strategies for overcoming these challenges include conducting gap assessments, developing a compliance roadmap, and adopting new technologies to enhance cybersecurity measures.

The Impact of DORA on the Financial Sector

DORA is set to reshape the financial industry’s approach to digital operational resilience. By enforcing high standards across the sector, DORA not only protects individual institutions but also contributes to the overall stability of the financial system. Additionally, its global implications mean that non-EU entities providing ICT services to EU-based financial institutions must also comply with these stringent standards.

Preparing for DORA: A Strategic Approach

Financial institutions should start preparing for DORA by taking proactive steps toward compliance. This includes conducting thorough gap assessments, revising third-party contracts, and establishing governance structures to oversee digital resilience efforts. Regular training and awareness programs, along with continuous adaptation to evolving threats, will be crucial for maintaining compliance and enhancing resilience.

Conclusion

DORA represents a significant step forward in safeguarding the financial sector against digital threats. As the deadline for full compliance approaches in January 2025, financial institutions must prioritize their efforts to meet DORA’s requirements. By doing so, they will not only comply with regulations but also strengthen their ability to operate securely in an increasingly digital world.

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ibex Continues to Grow in the Philippines; Set to Open New Site in Davao

2024-09-17T13:00:00Z

Award-Winning BPO Focuses on Employee Experience to Deliver World-Class Customer and Brand Interactions

DAVAO CITY, Philippines, Sept. 17, 2024 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, today announced that it will open its second customer experience (CX) service center in Davao City, located at Felcris Centrale, 40-D Quimpo Blvd., Talomo. This will bring ibex’s total number of sites in the Philippines to nine.

“ibex is delighted to expand our operations in the Philippines and build on the amazing team and culture we have established here,” said ibex CEO Bob Dechant. “We continue to see strong demand globally from new and existing clients, which include industry leaders in healthcare, technology, retail, E-commerce, fintech, insurance, shipping and logistics. Combining the best talent, training, and employee experience with our next-generation AI-enabled ibex Wave iX solution suite allows us to deliver amazing customer experiences for the world’s top brands.”

ibex operates CX service centers across the Philippines, including – Quezon City, City of Mandaluyong, Pasig City, City of Parañaque, City of Muntinlupa, Davao City, and Tagbilaran City. Last year, ibex celebrated the 10th anniversary of its first site in Davao City, which launched with 50 agents. ibex Davao has grown to more than 1,700 agents today.

“The Philippines is the global hub for BPO services, and we continue to raise the bar for exceptional CX,” said Potski Alvarez, President of ibex Philippines. “Providing an engaging and rewarding employee experience is the key to delivering amazing CX. Our recent employee satisfaction score of 83 in the Philippines underscores our commitment to offering our team members the best workplace, training, tools, rewards, recognition, and opportunities to succeed and advance their careers.”

ibex’s award-winning culture and unparalleled employee experience features a full range of fun activities and engagement events for employees year-round, including annual employee VIP events, ibex Idol global talent competition, ibex Sirens beauty pageant celebrating LGBTQIA+ employees, Customer Service Week, and ongoing employee health and wellness programs.

ibex has been recognized globally for its agent-first culture and outstanding employee experience. Recent awards include Philippines’ Best Employers 2024 by the Philippine Daily Inquirer and the 2023 Philippines Best Employer Brand Award by the Philippines Leadership Congress and Awards. Other notable awards are America’s Greatest Workplaces for Diversity 2023 by Newsweek; Best Places to Work for Women 2022 in Central America and Caribbean by Great Place to Work; and Customer Service Outsourcing Provider of the Year in 2023 by the Stevie Awards. 

ibex offers highly competitive compensation and best-in-class benefits. New hires have access to industry-leading training and development programs to help them succeed and build their skills to advance in their careers.

If you would like to join the winning ibex team, go to ibex.co to apply online. Follow us on Facebook at https://www.facebook.com/ibexphilippines/.

About ibex

ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.

ibex leverages its diverse global team of over 30,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 175 million critical customer interactions, adding over $2.2B in lifetime customer revenue each year and driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.

Media Contact:

Dan Burris
ibex
Daniel.Burris@ibex.co

A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/334e37aa-fff3-41e2-8f1f-0b880a4ef2a3


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