Incident/Crisis Management Lead (Americas)

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.

Strategic Design & Framework Development

• 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.

Incident & Crisis Management

• 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.

Stakeholder Engagement & Communication

• 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.

Operational Readiness & Continuous Improvement

• 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 sector experience is a strong plus

• Ability to remain calm and decisive under pressure, with 24/7/365 availability 

• Strong written and verbal communication and presentation skills

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The base salary compensation range being offered for this role is $82,000.00-$92, 000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets