Crisis & Incident Manager

Job description

Crisis Manager Position Summary: Responsible for supporting the enhancement, preparedness, and execution of the enterprise crisis management program, ensuring executive readiness and effective response to wide scale incidents affecting colleagues, customers, and the Citizens brand. This role owns administration of the crisis management program, leads development of crisis plans and playbooks, and designs and facilitates leadership tabletop exercises. Partners closely across technology, operations, risk, compliance, and business lines to strengthen enterprise resilience for events impacting customers, funds movement, confidentiality, and brand trust. This role also leads full implementation and ongoing management of an automated crisis microsimulation platform used enterprise wide. Key Responsibilities: - Support and enhance the enterprise crisis management program, including governance, defined roles such as Crisis Management Team and Major Incident Management, escalation paths, and executive decision cadence - Develop, maintain, and socialize crisis management plans, playbooks, call trees, and communications templates for high impact incidents including digital banking outages, pa...