Senior Manager - Emergency Response & Business Continuity

About this job

The Senior Manager - Emergency Response & Business Continuity role at telus-digital involves heading the global emergency response and business continuity function. In this position, you will oversee a regional team of more than 15 professionals who coordinate crisis management, emergency response, and business continuity across a workforce of over 80,000 team members in more than 30 countries. The company operates globally, providing digital solutions and services. A normal day in this role centers on establishing strategic direction, managing Global EMOC incidents, coordinating with cross-functional leaders, facilitating crucial decisions, and ensuring organizational resilience through proactive planning and continuous improvement, all while maintaining hybrid work arrangements based out of Noida.

Responsibilities

• Lead Global EMOC activation for multi-region emergencies and coordinate cross-functional crisis response.
• Build, develop, and manage a high-performing ER and BC team including Regional Leads and Planners.
• Oversee the global BCP program and ensure major sites maintain current plans that meet enterprise standards.
• Partner with Operations, IT/NOC, and stakeholders on recovery strategies and enterprise BC planning.
• Drive the annual BCP drill program, conduct Impact Analysis, and design tabletop exercises.
• Lead Post-Incident Reviews to document lessons learned and drive continuous improvement.
• Leverage incident management platforms and threat intelligence tools for situational awareness.

Requirements

• Bachelor's degree in Emergency Management, Business Continuity, Risk Management, or a related field.
• 7+ years of experience in emergency management, crisis response, or business continuity.
• 5+ years of experience in a leadership role managing teams with direct reports.
• 3+ years of experience in a global or multi-site operations environment.
• Track record of leading major incident responses and crisis situations.
• Experience managing budgets and vendor relationships.
• Hold relevant certifications such as the Certified Business Continuity Professional (CBCP).
• Flexibility for on-call availability during Global EMOC incidents.

Good to have

• Master's degree in Emergency Management, Business Continuity, Public Administration, or MBA.
• Experience within the BPO, contact center, or customer experience industry.
• Experience managing distributed global teams.
• Multilingual capabilities in languages like Spanish or French.
• Experience with GIS, geospatial analysis, and regional risk profiles.

Who should apply

This role suits experienced crisis management and business continuity professionals who have a strong background in leadership and global operations. Candidates must possess significant management tenure, proven capability in handling high-stress emergency situations, and familiarity with multi-country BPO or CX environments. Freshers are not eligible to apply since the position specifically requires extensive prior leadership and industry experience.

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