The Emergency and Crisis Response Associate strengthens incident management execution while also driving program delivery and continuous improvement across the Business Resiliency operating model. This role coordinates real-time response activities during operational disruptions and leads cross-functional initiatives to improve readiness, response speed, decision quality, and stakeholder communications. Success requires disciplined project management, process optimization, and strong governance to ensure corrective actions are delivered and controls remain effective. The position operates in a high-stakes, matrix environment with regular engagement of senior leaders.
As a Business Resiliency Associate within Consumer & Community Banking (CCB) Business Resiliency organization, you will support enterprise incident response for events including natural disasters, facilities disruptions, technology incidents, and operational events impacting business continuity. You will perform and coordinate threat assessments, facilitate situation rooms, and manage incident communications to reduce risk to employees, customers, and the firm.
In parallel, you help drive program/project delivery and continuous improvement initiatives that strengthen incident management capabilities, including enhancing playbooks and runbooks, identifying and implementing fit-for-purpose AI and automation, strengthening KPI/reporting and corrective-action management, and establishing durable governance routines to improve speed, accuracy, consistency, and readiness. This is a delivery-oriented role requiring structured execution, stakeholder influence, and comfort operating under time pressure.
Job Responsibilities
- Support incident management leaders in performing threat assessments, synthesizing available intelligence, and translating impacts.
- Facilitate situation rooms with multiple stakeholders, ensuring clear objectives, decision capture, action assignment, and disciplined follow-up.
- Lead and support incident calls, including agenda management, status reporting, escalation recommendations, and concise updates for senior leaders.
- Monitor the incident repository and respond to alerts and developments from internal partners including Global Security, Global Real Estate, and Technology teams; ensure timely triage, routing, and documentation.
- Maintain constant awareness of weather conditions and meteorological events, partnering with relevant SMEs and integrating forecasts into operational readiness and response planning.
- Track and interpret external factors (political, social, civil unrest, and other emerging risks) that could impact business operations; escalate material developments through established channels.
- Participate in the incident management on-call rotation and escalate emergencies to senior leadership in accordance with defined thresholds and playbooks.
- Lead cross-functional resiliency initiatives from intake through delivery, including scope definition, milestones, dependency management, RAID (risks, assumptions, issues, decisions) tracking, and stakeholder reporting.
- Drive process optimization across incident lifecycle workflows (detection, assessment, response, communications, and recovery), identifying friction points and implementing measurable improvements.
- Identify and prioritize high-value AI/automation opportunities across the incident lifecycle and resiliency operating model; partner with technology and data teams to define requirements, pilot solutions, and implement controlled, governed changes that improve speed, accuracy, and consistency of execution.
- Conduct and facilitate post-incident reviews and lessons-learned sessions; translate findings into prioritized corrective actions with owners, due dates, and verification of completion.
**Required Qualifications, Capabilities, and Skills **
- Bachelor’s degree in Emergency Management, Meteorology, Atmospheric Sciences, Security, Business, Operations, or a related field.
- 1+ years of experience supporting crisis response, incident management, business resiliency, business continuity, operations, or a related function in a complex organization.
- Demonstrated ability to execute within an incident management framework, including threat assessment support, stakeholder communications, and coordinated response under time pressure.
- Proven project management capability, including planning, execution, tracking, and cross-functional coordination; ability to manage multiple concurrent workstreams with clear prioritization.
- Experience driving process improvement, including mapping workflows, identifying root causes, implementing changes, and measuring outcomes; working knowledge of Lean or Six Sigma concepts.
- Strong written and verbal communication skills, including the ability to present concise updates to senior leaders and facilitate discussions among diverse stakeholders.
- High attention to detail in documentation, action tracking, and operational follow-through; sound judgment and escalation discipline.
Preferred Qualifications, Capabilities, and Skills
- Experience supporting Business Resiliency or Business Continuity in a matrix corporate environment, ideally within financial services.
- Project and service management certifications or formal training, such as PMP, PRINCE2, Agile (Scrum/Kanban), or ITIL.
- Process improvement credentials such as Lean Six Sigma (Yellow/Green Belt or higher), or demonstrated delivery of measurable operational efficiencies.
- Comfort using data to drive decisions and improvement, including proficiency with Excel, PowerPoint, and common reporting/visualization tools; ability to define requirements for dashboards and operational metrics.
- Experience enhancing incident tooling and operational workflows (e.g., alerting/monitoring intake, incident repositories, action tracking), with a focus on usability, control integrity, and adoption.
- Domain knowledge in meteorology and the operational implications of severe weather, including ability to interpret forecasts and translate them into business impact narratives.
What Success Looks Like
You deliver consistent, high-quality incident execution while measurably improving the team’s operating model: faster assessments, clearer communications, stronger governance, higher corrective-action closure rates, and continuously improving playbooks and training that increase readiness across CCB.