Crisis & Incident Management Lead – Operational Resilience - Vice President

Crisis & Incident Management Lead – Operational Resilience - Vice President Job summary

The VP, Crisis & Incident Management Lead is responsible for the strategic leadership and operational execution of the Bank’s crisis and incident management program across the Americas. The role will build a resilient culture through a proactive, risk‑informed approach that integrates cross‑functional crisis response, regulatory compliance, real‑time command and control, and continuous improvement. The VP will serve as a senior escalation point for major incidents, lead the regional crisis response for significant incidents, and work closely with stakeholders across Technology, Risk, Cybersecurity, Legal, Communications, and Regulatory Affairs to embed a culture of resilience and readiness.

Disruptions addressed include:

• Technology and cyber incidents
• Third‑party or supply chain failures
• Natural disasters (hurricanes, earthquakes, wildfires)
• Man‑made disruptions (civil unrest, mass transit outages, workplace violence)
• Geopolitical events (war, political instability, sanctions‑triggered disruptions)
• Pandemic or public health crises
• Infrastructure outages (power, telecommunications, water supply)

• Strategic Leadership
  • Develop and lead a crisis and incident management strategy aligned to the bank’s operational resilience framework and key business services.
  • Translate regulatory expectations (FFIEC, DORA, OCC, PRA) into actionable, risk‑informed response strategies.
  • Establish and manage governance forums and escalation protocols for crisis and incident oversight.
  • Support the definition and testing of impact tolerances and maximum tolerable downtimes (MTD/MTLD) in partnership with Operational Resiliency Testing Lead, Business, and Technology stakeholders.
• Incident Response and Crisis Management
  • Lead as the coordinator during regional crises, ensuring structured, timely, and effective command, control, and communications.
  • Maintain and continuously improve incident response plans, escalation playbooks, crisis decision trees, and communication protocols.
  • Ensure that major incidents—including those involving third parties and cyber events—are managed in line with regulatory requirements.
  • Integrate internal communications tools into a unified communications strategy.
  • Maintain an auditable major incident log with clear decision documentation, timelines, and actions taken.

• Drive optimization of incident response processes using data analytics, metrics and automation opportunities.
• Ensure response tooling (incident management platforms, emergency notifications) is current, well‑trained on, and continuously improved.
• Partner with Cyber, Technology, and Ops teams to align response processes and eliminate gaps in cross‑domain coordination.

• Ensure full compliance with FFIEC, DORA, OCC, PRA.
• Lead regulatory and internal/external audit preparation, ensuring crisis and incident management capabilities are evidenced through documentation, logs, post‑incident reviews, and impact tolerance testing results.
• Integrate third‑party and cyber risk response coordination into incident response playbooks, ensuring vendor engagement and joint response capabilities are embedded and tested.
• Conduct formal Root Cause Analysis (RCA) and post‑incident reviews, identify systemic issues and implement corrective actions.

• Lead and mentor a high‑performing team of crisis and incident managers, driving a culture of excellence, continuous learning, and cross‑functional collaboration.
• Develop training programs for crisis response teams and executive stakeholders, including annual crisis simulations, tabletop exercises, and cross‑jurisdictional response testing.
• Support team growth, succession planning, and skill development.

Essential:
Bachelor’s degree in Risk Management, Information Technology, Business Continuity, or a related field.

• Advanced degree (MBA, MS) is strongly preferred.
• Relevant industry certifications (CBCP, MBCI, CRISC, CISM, ITIL, or Certified Incident Manager) are strongly preferred.

• Minimum 10+ years of experience in…