Personal Wealth Incident Response and Business Continuity Manager

Summary

This role is accountable for leading a team and operating model that coordinates responses to high-impact operational, technology, client, supplier, market, and business disruptions while strengthening the readiness, governance, and resilience capabilities that help Personal Wealth maintain critical services and protect client outcomes.

Responsibilities

Team Leadership and Incident Response Management

• Leads, coaches, and develops the Personal Wealth Incident Response Team, setting clear expectations, building capability, managing priorities, and ensuring consistent execution during critical events.
• Manages team routines for high-severity incidents, including technology outages, operational disruptions, client-impacting events, market events, supplier failures, and other disruptions requiring coordinated cross-functional response.
• Drives timely activation, escalation, prioritization, impact assessment, and decision-making using defined IRT activation criteria, response routines, decision rights, and governance forums.
• Provides leadership during active events by ensuring clear ownership, disciplined meeting facilitation, issue tracking, executive updates, communications alignment, and closure routines.
• Coordinates across business, Technology, Risk, Legal, Compliance, Communications, Finance, Supplier, and Enterprise Resilience partners to stabilize impacts, support recovery, and align leadership on risk and client implications.

• Owns the Personal Wealth Business Continuity program and ensures planning, testing, and readiness activities are in place for critical processes, services, suppliers, and client journeys.
• Partners with business owners and Enterprise Business Continuity to maintain resilient operating plans, validate recovery strategies, and incorporate continuity expectations into change, supplier, and service routines.
• Leads the design and facilitation of tabletop exercises, simulations, and response walkthroughs that strengthen preparedness for operational, technology, cyber, supplier, market, and external disruption scenarios.
• Translates lessons learned from incidents and exercises into process improvements, playbook updates, training, metrics, and sustained risk reduction across Personal Wealth.

• Sets the strategic direction and roadmap for the Personal Wealth IRT operating model, including activation criteria, response playbooks, rosters, command center routines, communications flow, and post-incident management processes.
• Establishes consistent governance, escalation, decision rights, and handoffs across the incident lifecycle-from detection and activation through stabilization, recovery, remediation transition, closure, and lessons learned.
• Develops and manages executive-ready reporting on incident activity, program health, open risks, recurring themes, readiness gaps, and progress against resilience priorities.
• Builds sustainable routines that improve response discipline, business continuity acumen, operational resilience, and accountability across Personal Wealth.

• Minimum of eight years of related work experience. Five years of business contingency or disaster recovery management experience. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Certified Business Continuity Professional (CBCP) (CBCP) or Master Business Continuity Professional (MBCP) is preferred, Associate Business Continuity Professional (ACBP) (ABCP), Certified Information Systems Auditor (CISA) (CISA), Certified Information Systems Security Professional (CISSP) (CISSP), or progress towards business continuity planning certification is preferred. Certified Facilities Manager (CFM) (CFM) preferred within Facilities Management.