Business Incident Response & Communication Advisor

Overview

This pivotal role in first-line risk management focuses on incident response and communication within the Commercial Bank and requires a candidate who can demonstrate courage and maintain strategic perspective. The ideal candidate will own the communication strategies, managing the platforms through which incidents are reported and communicated effectively, ensuring actions align with organizational values and strategic goals. By consistently communicating with factual accuracy and honoring commitments, the candidate will build trust and ensure reliability in incident management.

The team member must also be flexible to work Eastern Time Zone hours, including after hours, weekends, and holidays, as necessary, to effectively respond to incidents.

• Monitor, coordinate, manage, track, and report on various client-impacting incident types, such as operational and technology incidents.
• Maintain and improve a comprehensive library of incident communications, including client communications, internal status updates, talking points, FAQs, and SharePoint site management.
• Drive results and champion change by formulating ideas to improve processes and service excellence while adapting to evolving challenges.
• Collaborate with stakeholders—Product, Technology, Operations, Service, Senior & Executive level management, Risk Officers, and Legal—to support risk management and incident response efforts.
• Demonstrate flexibility in work processes and style, understanding the importance of their role and expected contribution to the bank's success.
• Address conflicts promptly and effectively to enhance team cohesion and drive strategic initiatives forward.
• May require occasional work outside standard business hours during critical periods to meet business needs.

Bachelor's Degree and 2 years of experience in Communications or related field OR High School Diploma or GED and 6 years of experience in Communications or related field.

• Bachelor’s degree in English, Communications or related field, or equivalent experience
• 5+ years of communication experience
• Experience in incident/crisis management
• Flexible with sense of urgency
• Experience coordinating, leading incident response calls
• Ability to multi-task
• Writing, grammar, and design skills
• Strong collaborator & relationship builder across multi-functional teams
• Excellent interpersonal, communication and organizational skills
• Ability to collaborate, negotiate, influence, and build consensus across the organization at all levels
• Financial Services background highly desired
• Experience with SharePoint and Marketo (mass communication application/tool)