Incident Manager / Business Continuity


Date: May 12, 2019

Location: New York, NY, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of


Within Operational Risk Management the Corporate Resilience Incident Manager is responsible for managing, coordinating, and reporting on the “state of readiness” for all Corporate Incident Management projects and programs. S/he will own accountability for on-time, on-budget, high quality delivery of these projects, with minimal impact to NYL employees, property, assets and executive stakeholder satisfaction as a primary objective.  To successfully accomplish this goal, the successful candidate will provide direct oversight of planning and execution for each scenario that threatens New York Life’s multiple functions, with an elevated level of complexity, and involving multiple stakeholders. 


The incumbent will be responsible for stewarding critical strategic initiatives and will be accountable for driving the successful delivery of change by providing leadership and direction to the program. 


The Corporate Incident Manager will report directly to the Chief Technology Risk Officer with matrixed responsibility CVP, Corporate Resilience.  S/he will work closely with the CTRO to ensure alignment with Emergency Management, Incident Management and Crisis Management roles, responsibilities and actions required before, during and after an incident.   


Primary Responsibilities

  • Provides emergency leadership in the face of uncertainty, change, and aggressive deadlines defined by the scope of the incident, regulatory environment or business drivers.
  • Ensures the Incident Management policy, program and reporting protocol aligns with both business and Operational Risk strategic roadmaps.
  • Continuously assesses implementation risks, priorities, resource requirements, critical dependencies and assumptions underlying projects to ensure timely and effective execution.
  • Collaborates across Corporate, Business, Technology and external resources to ensure consistent content, understanding and execution of all incident related plans
  • Assists in evolving and refining Crisis/Incident/Emergency Management framework to ensure changes in operating models and internal processes are reflected in a timely manner.
  • Ensures the Incident Management program, training materials and support documentation deliver consistent business value and maintain alignment with the goals of Operational Risk Management.
  • Works effectively and collaboratively with Operational Risk and Business management and participates in continuous improvement efforts.
  • Proactively sets performance expectations and helps key Emergency Management and Incident Management personnel manage requirements, and expectations of delivery to yield consistently positive results.
  • Supports and coaches line managers responsible for supporting the actions and decision making required to successfully manage an incident. 
  • Identifies program impediments and addresses with solutions with appropriate urgency and within the correct escalation path.
  • Manages program risks and mitigation/contingency plans ensuring right level of visibility.
  • Drives a culture of attention to risk excellence, quality, and continuous self-assessment to ensure compliance with internal policies and regulatory standards. 
  • Travel 25% of time, domestic and international
  • On call 24/7, 365 days per year



  • 7+ years’ experience successfully managing large, complex, emergencies and/or incidents that impacted multiple groups within a regionally dispersed business – with little to no impact
  • Progressive incident management career experience at an insurance and/or financial institution, or in a leadership role at a major organization.
  • Successfully managed to conclusion, large-scale projects, involving program controls, performance metrics, and management reporting.
  • Successfully driving cross team collaboration and diverse thinking, with a focus on doing what is right for the company.
  • Establishing and enforcing effective and best practice standard of excellence for Emergency Management, Incident Management and program management practices.
  • Network and experience and familiarity with Crisis Management integration with Corporate Communications, Public Relations, Legal, Consulting expertise and executive management.



  • Ability to think critically, solve problems independently, and to assume higher level leadership responsibilities in critical situations.
  • Risk excellence and operational excellence mindset, with the ability to work successfully under pressure and deliver objectives under aggressive timelines.
  • Demonstrated ability to collaborate and drive execution at all levels of the organization globally.
  • Ability to communicate effectively and counsel project leaders to ensure consistent discipline and common tracking mechanisms.
  • “Followership” strengths, someone that can lead and wade through noise calmly
  • Clear understanding of escalation protocol, risk priorities and people, property, asset protection communication skills (internal/external)
  • Emergency Management experience, in business setting
  • Industrial Hygiene/Chemical/Radiation Safety knowledge experience
  • Hazmat certified/experience with common chemicals, substances transported over highways
  • HVAC knowledge, working relationships with facilities engineers
  • Prior experience working with law enforcement/fire department protocol
  • Strong working knowledge and experience with Incident Command System
  • Working knowledge of DOL and Environmental regulations and restrictions
  • Working knowledge of Pandemic threats and medical protocol required once threat identified
  • Good working knowledge of financial and insurance regulations
  • Working knowledge of NFPA 101, 1600 and OSHA General Industry standards
  • Understanding of Business Continuity Management and integration when incident becomes unfriendly
  • Cyber/Technology Incident Management integration, (not control) into the ICS/IMT



  • Bachelor’s Degree in Emergency Management, Engineering, Sciences or similar background


Success Metrics

  • Stakeholder satisfaction.
  • Business outcome/value delivered vs. plan.
  • Collaborative, positive and inclusive professional work style. 




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