Location
London

Hours
Full Time

Salary
Negotiable

About 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 seeking an Associate Director, Crisis Management & Scenario Testing, to support the execution and continuous enhancement of WTW's global crisis management and scenario testing capabilities. The successful candidate will play a critical role in maintaining operational readiness across the organisation by coordinating crisis management activities, supporting major incident response efforts, managing scenario testing programmes, and driving remediation and continuous improvement initiatives.

This role works closely with business, technology, cyber security, operational risk, business continuity and third-party management teams to strengthen WTW's resilience capabilities and support compliance with evolving regulatory expectations. The individual will support the Director in the day-to-day operation of the crisis management framework and act as a key coordinator during significant disruption events, helping ensure effective response, communication, governance and recovery activities across the enterprise.

Crisis Management Framework Support
Support the maintenance and ongoing enhancement of WTW's enterprise crisis management framework, including procedures, playbooks, escalation processes and governance artefacts. Coordinate annual reviews and updates of crisis management documentation, ensuring alignment with operational resilience requirements and regulatory expectations. Maintain crisis management contact databases, response team structures, escalation pathways and notification mechanisms. Coordinate and execute emergency notifications as driven by incidents. Support the maintenance of incident classification criteria, response procedures and decision-support materials. Assist in the development of management information and reporting for operational resilience and crisis management governance forums.

Incident & Crisis Response Coordination
Act as a crisis management coordinator during significant disruption events, supporting command and control activities across multiple response teams. Coordinate incident bridge calls, action tracking, stakeholder communications and situation reporting. Maintain incident timelines, decision logs, action trackers and auditable evidence repositories. Monitor response actions through to closure and ensure appropriate documentation of lessons learned. Participate in on-call support arrangements for major incidents and crisis events.

Scenario Testing & Exercise Delivery
Plan, coordinate and deliver operational resilience and crisis management exercises across the enterprise, partnering with risk domain specialists across Technology, Supplier Risk and Information Security. Develop exercise materials including scenarios, participant packs, facilitator guides, injects, supporting data and evaluation criteria. Coordinate logistics and stakeholder engagement for exercises, simulations, recovery tests, notification exercises and joint third-party or industry-led exercises. Support the evolution of testing methodologies to incorporate increasing levels of realism, sophistication and data-driven validation. Conduct exercise observations and produce post-exercise reports, lessons learned and improvement plans. Track remediation activities arising from testing and report progress through governance forums.

Operational Resilience & Regulatory Support
Support coordination of regulatory mandated incident notifications during incidents (DORA, FCA, MAS etc), including engagement with business, compliance, legal and technology/information security teams to ensure timelines are met. Support alignment of crisis management and testing activities with regulatory requirements and obligations. Assist with preparation of regulatory evidence packs and audit requests relating to crisis management and scenario testing. Support assessments of organisational readiness against regulatory and internal resilience requirements. Maintain inventories of testing activities, outcomes and evidence to support assurance reviews.

Stakeholder Engagement, Education and Training / Awareness
Partner with business and functional stakeholders to enhance awareness and preparedness for disruption events. Support delivery of training, awareness campaigns and readiness programmes for crisis management including tooling related training. Build and maintain strong working relationships across global business units and corporate functions. Assist with communications and engagement activities designed to strengthen organisational resilience culture.

Continuous Improvement & Reporting
Produce regular reporting and metrics covering incidents, exercises, remediation progress and capability maturity. Analyse incident and testing outcomes to identify trends, control gaps and opportunities for improvement. Maintain dashboards, reporting packs and executive materials for governance committees and leadership forums.

Experience
- Proven experience within operational resilience, crisis management, business continuity, incident management, operational risk or related discipline.
- Experience supporting major incident or crisis response activities within a complex global organisation.
- Experience planning, coordinating or facilitating exercises, simulations or testing programmes.
- Experience within financial services preferred.
- Good understanding of operational resilience regulations including FCA, DORA, CBI, MAS or equivalent frameworks and working in a regulated environment is preferred.
- Strong understanding of crisis management related emergency notification tools.

About you
- Strong organisational skills with demonstrated ability to coordinate multiple stakeholders and priorities.
- Strong written and verbal communication skills with ability to prepare executive-ready reporting and materials.
- Ability to remain calm, organised and effective during high-pressure incidents and disruption events.
- Strong analytical and problem-solving skills with attention to detail.
- Collaboration oriented – works across business, operations, functional teams and third parties developing relationships and partnering/supporting during disruption events.

Qualifications
- Certifications such as CBCP, MBCI, DRI or equivalent are a plus.