Business Resiliency Manager

Job Description

Bring your expertise to JPMorgan Chase. As part of a growing resiliency testing organization, you will play a key role in helping businesses strengthen preparedness, validate resiliency capabilities, and identify opportunities for continuous improvement through meaningful testing and simulation activities.

As an Incident Manager, Vice President within a Business Resiliency organization, you will provide senior leadership for major incidents and disruptions impacting customers, employees, and lines of business while setting direction for readiness, governance, communications, and execution quality. You will operate in a high-stakes, matrix environment, make risk-informed escalation decisions, advise senior leaders, and mobilize technology, operations, and corporate function teams to accelerate restoration, manage material risk, and reduce repeat events. You will also guide team members, sponsor strategic improvements, and strengthen the organization’s incident management operating model.

Job Responsibilities

• Lead and govern high-severity incident response, including Priority 1 / major issues, establishing the operating posture and response strategy and leading business bridge calls / situation rooms to align stakeholders on impacts, priorities, decisions, ownership, risks, and recovery actions.
• Translate fast-moving technical and operational inputs into concise, decision-oriented business and end-user impact narratives; provide executive-ready updates, recommendations, and risk perspectives to senior leaders.
• Exercise independent, risk-based judgment to determine when issues require monitoring, escalation, managed response, leadership awareness, or broader partner engagement; constructively challenge response plans and drive timely decisions.
• Oversee incident tooling, repositories, partner channels, and handoffs to ensure timely triage, routing, documentation, control adherence, and sustained action ownership across multiple teams.
• Direct coordinated response across technical and non-technical disruptions, including natural disasters, facilities disruptions, cybersecurity events, technology incidents, and third-party/vendor issues; surface unresolved risks and dependencies promptly to appropriate leaders.
• Own strategic improvement priorities and complex, cross-functional resiliency initiatives from strategy through implementation, establishing governance, scope, outcomes, milestones, decision rights, dependencies, risks, accountability, and executive reporting.
• Lead executive post-incident reviews and lessons learned; convert findings into prioritized corrective actions, accountable owners, target dates, risk acceptance decisions, and verified sustainable closure.
• Use operational data, incident trends, quality reviews, stakeholder feedback, and business KPIs to identify systemic risks and improvement opportunities; establish standards for playbooks, runbooks, training, exercises, coverage planning, and job aids to improve consistency and readiness across the incident lifecycle.
• Set direction for fit-for-purpose AI and automation opportunities; sponsor business cases and partner with technology, data, risk, and control teams to implement governed solutions that improve speed, accuracy, consistency, and management visibility.
• Serve as a trusted senior partner across business, operations, technology, and corporate functions, building senior-level relationships and influencing strategy and outcomes without direct authority through credibility, executive presence, constructive challenge, and follow-through. Maintain strong knowledge of supported products, applications, essential services, and recovery strategies to translate disruptions into business, customer, regulatory, operational, and reputational implications.
• Provide day-to-day direction, coaching, and escalation support to team members; set expectations for judgment, responsiveness, documentation, stakeholder communication, and disciplined action closure, and act as a delegate for the team leader when needed.

Required Qualifications, Capabilities, and Skills

The required profile for this role includes significant experience leading complex incidents, strong risk and control judgment, executive communication capability, and a demonstrated ability to guide people and drive cross-functional outcomes with limited oversight.

• Bachelor’s degree in Business, Operations, Emergency Management, Technology, Risk, or a related field, or an equivalent combination of education, training, and relevant experience.
• Significant experience in incident management, crisis response, production assurance/operations, business resiliency, business continuity, operational risk, technology operations, or a related discipline within a large, complex organization.
• Demonstrated experience leading complex, high-pressure incidents involving multiple stakeholders, establishing response strategy, making escalation decisions, and delivering concise, decision-oriented briefings to senior leaders.
• Strong analytical, operational, and risk mindset, with the ability to understand technology-related issues, distinguish material risk from noise, and translate complexity into business impacts, tradeoffs, recommendations, and next-best actions.
• Proven ability to influence without direct authority, resolve ambiguity, drive accountability across organizational boundaries, and make timely decisions with incomplete information.
• Excellent verbal and written communication, executive presence, and emotional intelligence, with demonstrated commitment to coaching others, building an inclusive team environment, and maintaining composure under pressure.

Preferred Qualifications, Capabilities, and Skills

Preferred strengths include leadership experience in a regulated matrix organization, formal delivery or process-improvement credentials, and a record of strengthening incident governance, team capability, tooling, and operating routines.

• Experience leading business resiliency, incident management, business continuity, crisis management, or operational risk activities within financial services or another highly regulated, complex organization.
• Relevant project, service, risk, incident management, business continuity, or process-improvement certifications and demonstrated delivery of complex cross-functional initiatives.
• Experience defining and implementing governance, controls, operating standards, and measurable improvements that enhance response speed, decision quality, execution consistency, and risk management.
• Advanced comfort using operational data, dashboards, and reporting/visualization tools to drive priorities and executive decisions; ability to define requirements, measures, and management information.
• Experience sponsoring enhancements to incident tooling and operational workflows, including alerting/monitoring intake, repositories, action tracking, automation, and executive reporting, with emphasis on usability, control integrity, adoption, and measurable value.
• Demonstrated people leadership and talent development experience, including coaching, cross-training, workload prioritization, succession planning, and cultivating trusted partnerships at working and executive levels.
• Ability to travel up to 10%

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.