Crisis & Incident Response Manager

MUFG is seeking a Crisis and Incident Manager to join their Operational Resilience Team in London, where your expertise will play a pivotal role in safeguarding the organisation’s resilience across EMEA. This is an exceptional opportunity to work for a globally respected financial institution renowned for its commitment to operational excellence, inclusive culture, and supportive leadership. You will be at the heart of crisis management, leading regional responses to operational disruptions and ensuring that MUFG remains robust and responsive in the face of challenges. The role offers you the chance to shape frameworks, drive improvement initiatives, and collaborate with senior stakeholders, all while benefiting from flexible working opportunities and access to extensive training resources. If you are passionate about making a meaningful impact within a dependable team environment, this position provides the platform for you to thrive and grow.

What you'll do:

• Develop, embed, and manage comprehensive Crisis Management and Incident Management frameworks, tools, and methodologies that align with regulatory requirements to support MUFG’s strategic objectives.
• Build awareness and understanding of crisis management principles throughout the firm by leading communications and training campaigns at all organisational levels.
• Maintain strong collaborative relationships with key stakeholders including Service Owners, Resource Owners, and Operational Resilience Coordinators to ensure compliance with regulatory expectations.
• Continuously improve the EMEA Crisis Management Framework and Incident Management Framework by defining governance structures, escalation processes, plans, procedures, and playbooks.
• Manage multiple vendor relationships to optimise travel risk intelligence, emergency mass notification tooling, and critical event management systems for effective incident response.
• Support senior management and Crisis Management Teams during significant incidents or crises by providing guidance and facilitating clear communication.
• Lead post-crisis/incident reviews as well as lessons learned activities to demonstrate progress following disruptive events managed by the department.
• Design and execute end-to-end resilience exercises across people, process, technology, facilities, data, and third-party dependencies to ensure readiness of Crisis Management Teams.
• Establish action plans arising from testing, incidents, audits, regulatory reviews, and assurance activities; track remediation efforts through to closure.
• Define metrics that assess crisis and incident management capability effectiveness; pioneer KPI/KRIs for objective evidence markers for Executive Oversight Committees.

What you bring:

• Comprehensive understanding of ISO 22361:2022 (Security and resilience — Crisis management — Guidelines) demonstrated through practical experience in crisis management roles.
• Strong knowledge of regulatory changes such as PS7/26 – Operational resilience: Operational incident and third-party reporting within UK/EU environments.
• Proven experience influencing strategic direction during major incidents or crises as part of high-performing crisis management teams.
• Previous experience designing or managing operational resilience programmes including business continuity or crisis management testing initiatives across large organisations.
• Familiarity with EMEA-wide Operational Resilience regulatory requirements including FCA/PRA/DORA frameworks as well as Middle Eastern standards.
• Experience line managing direct reports within complex matrix structures; ability to provide clear direction while nurturing team growth.
• Background supporting regulatory reviews or remediation programmes; adept at documenting findings and tracking improvements through closure.
• Strong proficiency using ServiceNow Platform or similar enterprise-level incident management tools for reporting and coordination purposes.
• Certificate of the BCI (CBCI), PMI/PRINCE2/AgilePM qualifications or relevant crisis communication certifications are highly desirable but not mandatory.
• Excellent interpersonal skills including communication abilities that foster collaboration among diverse teams under pressurised conditions.

What sets this company apart:

MUFG stands out as one of the world’s most respected financial institutions thanks to its unwavering commitment to operational excellence, inclusive culture, and supportive leadership ethos. Employees benefit from flexible working opportunities tailored around individual needs—ensuring work-life balance is prioritised without compromising on professional growth. Generous pension contributions reflect MUFG’s dedication to long-term employee wellbeing while extensive training programmes empower staff at every level to develop new skills continuously. The company fosters an environment where collaboration thrives; knowledgeable colleagues share insights freely so everyone feels connected within a dependable network. Leadership is approachable yet visionary—always encouraging input from diverse voices so solutions are shaped collectively rather than dictated hierarchically. At MUFG you’ll find a workplace where your contributions matter deeply; every team member is valued for their unique perspective which helps drive innovation forward responsibly. Whether you’re looking for stability or opportunities for advancement within operational resilience disciplines—MUFG offers both alongside genuine support from peers who care about your success.

What's next:

If you are ready to make a meaningful impact within a collaborative team environment at MUFG London—apply now!

Apply today by clicking on the link provided.

This advert will close 27th August 2026