operational resilience & crisis management senior manager/vp, americas centre of in montreal

job type
apply now

job details

montreal, québec
job category
job type
reference number
apply now

job description

Operational resilience management includes planning, integrating, testing and governing activities to ensure that the group can:

• Identify and mitigate business and system disruption risks that could lead to before they occur.
• Prepare for and respond to disruptive events (realized risks) in a manner that demonstrates command and control of incident response, coordination and service continuity. Scenarios could include but not limited to Cyber Security Incidents, Technology/Systems Outage, People or Process Failures.
• Recover and restore mission-critical services and operations following an incident within the agreed risk appetite levels.

The above is achieved through main teams such as Cyber Resilience (Detection, Cyber Fraud), IT Resilience, Business Continuity and Crisis Management. Leader of the Operational Resilience and Crisis Management team for the Americas Centre of Excellence, which will help with his team to prevent disruptions and ensure continuity of services in the operations across the Americas. The Group is engaged in an important transformation process, including outsourcing functions or applications redesign.

This is a start-up role that will help create the function in Montreal, drive programme and will lead team of 5-6 as well as collaborate with a network or RISK ORC ICT professionals across the world. He/She will work with the support of and in close cooperation with RISK ORC ICT teams at Group level.


The position of Operational Resilience & Crisis Management Sr. Manager/VP, Americas Centre of Excellence will report to the Global Head of Operational Resilience & Crisis Management and the Head of RISK ORC ICT, Americas Centre of Excellence.

The individual will be responsible for coordinating and executing resilience proving ‘events’ within a defined process that the bank's technology infrastructure, applications and services meet our internal and external resilience requirements, and IT resilience controls. This will involve working very closely with various internal stakeholders, collectively covering the bases of data recovery, IT continuity, and general validation and testing. The variety in your role means that you could be focusing on the general resilience of our systems, making sure we have the capability to withstand incidents and still maintain our critical services, and developing and managing scenarios exercises to prove that capability. Or you could be focusing on our back-up and data recovery capability.

Key Responsibilities:

Crisis Management
• Manage the regional implementation and maintenance of the bank’s global crisis management program, processes and procedures.
• Provide leadership and subject matter expertise during response to regional and global crisis events and coordinate engagement and response of crisis managers.
• Regularly and proactively assess regional/global events or potential incidents which may require the engagement of the bank’s crisis management program.
• Ensure readiness of regional stakeholders to deal with a wide range of crises, including but not limited to Extreme Cyber Security Incidents, Technology and or Infrastructure Failures, Other System or Facility outages, Manmade or natural disasters affecting the bank etc.
• Develop and manage the training of regional crisis management teams and other educational efforts for regional crisis managers
• Establish and maintain relationships globally with appropriate partner response teams and business units.
• Act as a subject matter expert on the use of crisis management tools and resources including rapid notification and impact assessment tools.
• Own, track and report on regional crisis management metrics, issue and change management actions, and post incident documentation including process improvement initiatives.
• Work with regional leadership and other teams within the bank to strengthen coordination during incident response.
• Contribute to the development of the crisis management framework (including: policy, standards, aide memoires, SOPs, playbooks, escalation protocols etc).
• Deliver interactive, immersive and realistic briefings, training and exercising to develop, rehearse and test incident to incident and crisis response capability.
• Develop and implement process for validating effectiveness of the crisis management program.
• Lead or Participate in After Action Reviews.
• Monitor the regulatory environment to ensure the company adheres to any crisis management legislation.
• Build and establish networks and relations with other key internal stakeholders (i.e. Global Security Operations, HR, Facilities, Legal, and Internal Communications).
• Develop partnerships with critical partners and vendors.
Operational Resilience
• Manage the design, delivery, testing and management of Operational Resilience standards and associated controls through its life cycle.
• Provide assurance/oversight of Cyber Resilience, IT Resilience, Business and IT Continuity directly owned controls and in-directly owned Resilience controls and ensure these controls are tested for operational effectiveness.
• Provide active advisory, partnership, challenge or approval to applicable risk owners to ensure appropriate prioritization and resolution.
• Perform relevant 2 Line Of Defense thematic or issue based deep dives.
• Manage internal and external recovery arrangements including 3rd party contracts, testing and invocation procedures.
• Manage Operational Resilience owned external/3rd party relationships and suppliers and ensure these remain ‘fit for purpose’, cost effective and support the strategic direction of the bank.
• Support the business in identifying (through control testing) resilience gaps in process, controls and also in remediating these.
• Contribute to the design, development and specification of new/redesigned processes, systems, information, risk controls, testing regimes, documentation and supporting materials.


• Minimum 10 years of experience in the field of Technology Risk Management, Operational Resilience, Cyber Security, Information Security and Crisis Management.
• Professional qualifications relevant to Information Security and Business Continuity and (such as a university degree, CISSP, MBCI, CBCP, CISM or CRISC).
• Track record of building high performance teams.
• Strong Risk mindset with understanding of applicable Technology Risk and Resilience regulatory requirements.
• Must be able to interface and coordinate work efficiently and effectively with senior business and technology partners.
• Excellent communication and influencing skills, including ability to articulate complex issues and incorporate feedback. Ability to deliver actionable information to various audiences (e.g. business vs. IT, senior executive vs. middle management).
• Proficiency in IT Service Management, Service Continuity domains.
• Good team player, Strong stakeholder management, relationship building, influencing, facilitating and presenting skills.


• Experience within a highly regulated environment such as financial services industry.
• Track record of performing in highly matrixed organizations.
• Has the proven ability to think outside of the box, challenge industry norms and adapt quickly to evolving requirements.
• Is self-aware, anticipates problems, adapts and meets them head on.
• Is solutions focused – measures their output on whether issues, problems or challenges are resolved as criteria for success.
• Works iteratively, delivering quickly and frequently to produce high quality documents and outputs which require little to no rework.

A recruitment policy that promotes equity and diversity:
Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.

Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.