Crisis & Incident Management Lead – Operational Resilience - Vice President Job at Crédit Agricole (NEW YORK)

Job Description

The VP, Crisis & Incident Management Lead is responsible for the strategic leadership and operational execution of the Bank’s crisis and incident management program across the Americas. As part of the Operational Resilience team, this individual will ensure that the bank can effectively prepare for, respond to, and recover from a broad range of disruption scenarios. The role will build a resilient culture through a proactive, risk-informed approach that integrates cross-functional crisis response, regulatory compliance, real-time command and control, and continuous improvement. The VP will serve as a senior escalation point for major incidents, lead the regional crisis response for significant incidents, and escalate where needed to the firmwide crisis governance forums.

Job Responsibility

Develop and lead a crisis and incident management strategy aligned to the bank’s operational resilience framework and key business services
Translate regulatory expectations (e.g., FFIEC, DORA, OCC, PRA) into actionable, risk-informed response strategies
Establish and manage governance forums and escalation protocols for crisis and incident oversight
Support the definition and testing of impact tolerances and maximum tolerable downtimes (MTD/MTLD) in partnership with Operational Resiliency Testing Lead, Business, and Technology stakeholders
Act as the lead coordinator during regional crises, ensuring structured, timely, and effective command, control, and communications
Maintain and continuously improve incident response plans, escalation playbooks, crisis decision trees, and communication protocols
Ensure that major incidents—including those involving third parties and cyber events—are managed in line with regulatory requirements
Integrate internal communications tools and channels into a unified communications strategy
Maintain and operate an auditable major incident log, with clear decision documentation, timelines, and actions taken
Drive optimization of incident response processes using data analytics, metrics and automation opportunities
Ensure response tooling (e.g. incident management platforms, emergency notifications) is current, well-trained on, and continuously improved
Partner with Cyber, Technology, and Ops teams to align response processes and eliminate gaps in cross-domain coordination
Ensure full compliance with FFIEC, DORA, OCC, PRA
Lead regulatory and internal/external audit preparation, ensuring crisis + incident management capabilities are evidenced through documentation, logs, post-incident reviews, and impact tolerance testing results
Integrate third-party and cyber risk response coordination into incident response playbooks, ensuring vendor engagement and joint response capabilities are embedded and tested
Conduct formal Root Cause Analysis (RCA) + post-incident reviews, identifying systemic issues and implementing corrective actions
Lead + mentor a high-performing team of crisis and incident managers, driving a culture of excellence, continuous learning, and cross-functional collaboration
Develop training programs for crisis response teams and executive stakeholders, including annual crisis simulations, tabletop exercises, and cross-jurisdictional response testing
Support team growth, succession planning, and skill developments

Requirements

Bachelor’s degree in Risk Management, Information Technology, Business Continuity, or a related field
Minimum 10+ years of experience in crisis/incident management, operational resilience, or business continuity
Experience leading cross-border incident response and regulatory engagement
Proficiency in English (both written and verbal)
Incident Management: Ability to analyze, prioritize, and manage incidents effectively. Cross-functional command and coordination
Strategic Thinking: Ability to align crisis and incident management initiatives with business objectives and regulatory requirements
Communication&Documentation: Ensure thorough documentation and clear communications over crisis and incident management activities
Leadership&Team Management: Proven track record of building and leading high performing teams. Strong project management skills. Ability to thrive in fast-paced, high-stakes environment
Regulatory Compliance: Expertise in navigating banking regulations and audit readiness. Deep understanding of financial compliance requirements and regulatory frameworks, including FFIEC, DORA, PRA and OCC
Crisis Leadership: Demonstrated ability to lead complex incident response efforts across business, technology, cyber, and third-party domains
Operational Discipline: Skilled in developing response processes that are scalable, measurable, and auditable
Influence & Communication: Strong ability to engage and influence executive leadership and cross-functional teams under pressure
Continuous Improvement: Embeds lessons learned, metrics, and feedback loops into the resilience lifecycle
Technical Knowledge: Strong knowledge with incident management technologies such as notification tools, risk intelligence and analysis, etc
Incident Management Frameworks: Deep understanding of frameworks such as NIST, FFIEC, DORA, PRA, OCC, etc
Policy and Procedure Development: Proficiency in drafting and enforcing policies, procedures, and playbooks

Nice to have

Advanced degree (MBA, MS) is strongly preferred
Relevant industry certifications (CBCP, MBCI, CRISC, CISM, ITIL, or Certified Incident Manager) are strongly preferred
At least 3 years of experience in a senior leadership role within the banking or financial services industry
Recognized as a subject matter expert in the incident management space
Cybersecurity incident response collaboration
Automation and AI-based incident response triggers
Advanced dashboarding and incident trend analysis

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