Incident​/Crisis Management-Lead Analyst; Americas

Description

The Role

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation.

We embrace all types of diversity.

The Enterprise Operational Resilience team is looking to hire an Incident / Crisis Management Lead to help drive the continuous enhancement of the crisis event management response structure and play a lead role in facilitating and coordinating large scale disruption events to ensure the organization maintains operational resilience and can effectively respond and mitigate any potential incidents that occur successfully.

The individual will be required to support the implementation of an enhanced framework across the globe, partnering with business and functional leads to ensure effective embedding of roles and responsibilities. They will lead on coordinating disruption events with stakeholders, to ensure adequate response and communications during incidents. They will also help to ensure robust and continuous testing of the response capabilities, as well as lead post incident continuous enhancement projects and reporting activities.

Note:
Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

• Support the development of a global crisis response framework, including governance, roles and responsibilities, escalation protocols, and decision‑making structures.
• Design and implement training programs and scenario testing capabilities to ensure organizational crisis readiness.
• Partner with global business and technology stakeholders to embed the framework across all regions and functions.

• Manage and facilitate business response to major disruption events (e.g., global technology outages, cyber‑attacks, geopolitical issues etc).
• Coordinate cross-functional response teams during crises, ensuring timely communication, resolution, and post‑incident reviews.
• Support the Enterprise Head of Operational Resilience with Executive engagement and communications during incidents.
• Maintain and continuously improve global incident / crisis response playbooks and escalation procedures.

• Act as a trusted advisor to senior leadership during crisis events, providing clear, concise, and actionable updates.
• Build strong relationships across business units, technology, supplier and information security teams to ensure alignment and readiness.
• Participate in industry forums and coordinate internal projects related to industry level scenario testing.
• Develop and deliver executive‑level reporting and insights on crisis trends, lessons learned, and risk mitigation strategies.

• Provide support to ensure emergency notification and out‑of‑band tooling and data remains accurate and that users are trained and provided with reporting on test outcomes.
• Partner with internal teams and stakeholder groups to monitor global risk landscape and emerging threats to proactively adjust crisis response capabilities.
• Lead business related post‑incident reviews and root cause analyses to drive continuous improvement.
• Ensure compliance with regulatory requirements and industry best practices related to crisis management and operational resilience.

The Requirements

• Deep understanding of global operational resilience related regulatory requirements including FCA, EU (DORA), FFIEC and CBI.
• 3‑5+ years of experience in crisis management / incident response in a global organization.
• Proven track record of leading and facilitating global crisis events across multiple time zones and business units.
• Exceptional communication and stakeholder engagement skills, with the ability to influence at all levels.
• Certifications such as CBCP, MBCI, DRI or equivalent a plus.
• Experience in financial services required; insurance…