About Crisis Management
S-RM’s Crisis Management team provides clients with the knowledge, processes and physical support to prevent, prepare for and respond to crises with confidence and speed. The business unit is made up of industry professionals providing the following crisis management services and consultancy:
Crisis Prevention: Identifying and understanding clients’ vulnerabilities and developing plans to protect people, assets and data. This enables our clients to minimise business interruption and safeguard against future crises.
Crisis Preparation: Building competency and confidence across our clients’ organisations and developing the ability to prepare for and manage crises.
Crisis Response: a 24/7/365 response service providing critical support and expertise to clients worldwide. Consisting of 27 response consultants located across the globe, our services ensure clients can react with confidence and speed if an unexpected crisis unfolds, and ensure a rapid return to business as usual.
Main Duties and Responsibilities
Reporting directly to the Head of Crisis Response, the Associate Director role will assist with the development and maintenance of S-RM’s Crisis Response global capability, processes and methodology.
This will include the day-to-day management of our global response capability, the development of this capability to support an ever-changing client base, and providing oversight on all response cases. Additional responsibilities will include crisis prevention and preparation consulting, selection and training of new crisis response consultants and business development responsibilities.
The role requires a developed level of knowledge and experience in the technical and practical aspects of Crisis Management, from both a commercial and public sector point of view. This includes being confident in advising C-Suite client stakeholders on a variety of crises, for example, a threat to life situation (e.g. extortion, civil unrest) as well as a commercially focussed reputation incident (e.g. product contamination, wrongful act of an employee).
Strong communication skills are vital along with experience in personnel and client management, persuading and influencing others, and confidence when briefing leadership teams.
An excellent grasp of consulting skills is also required to assist clients with the implementation of crisis management prevention and preparation initiatives including policy and procedural development, training and exercising.
- Form part of a 24/7/365 ‘on call’ response crisis management team providing crucial support and expertise to a wide range of clients.
- Support the Head of Crisis Response in the development and evolution of S-RM’s crisis response strategy, capability and service line objectives.
- Support the Head of Crisis Response in daily operational management of S-RM’s crisis response capability, providing excellence and oversight to all insured and un-insured clients.
S-RM’s Crisis Response team is retained exclusively by AXA XL for global pre-crisis consulting and response services.
- Assist with the daily management of the regional Crisis Response team.
- Support the implementation of strategic direction as formulated by the Head of Crisis Management, Head of Crisis Response and AXA XL.
- Support capability growth in tandem with S-RM and AXA XL response requirements.
- Where required, conduct and participate in regional meetings, workshops, seminars and panel debates with insurance companies, brokerages, and clients.
Business Development and Sales:
- Scope and prepare client proposals for new business.
- Develop new and existing business opportunities in collaboration with AXA XL, S-RM Sales team and wider business units.
- Identify and actively pursue new areas of business across all sectors/regions.
- Support other S-RM business units with client RFI’s and proposals.
- Conduct and assist wider crisis management consultancy supporting the Head of Crisis Prevention and Head of Crisis Preparation.
Compliance, Quality Assurance / Quality Control:
- Quality assure crisis response incident casework.
- Quality assure underwriter reports, third party correspondence and training products.
- Support quality control of all new and existing, client facing, Crisis Response material.
- Deliver internal compliance training programs and manage continuous professional development for the Crisis Response team.
The role will be based in our London office.
SKILLS, QUALIFICATIONS & EXPERIENCE
The qualifications and experience required to perform this role successfully are:
- Ten years’ relevant experience with at least five years’ experience in a crisis management role with exposure to a form of crisis response, preferably in a corporate / private sector environment.
- A developed level of knowledge of the technical and practical aspects of crisis management.
- Experience in the following disciplines (required):
- Business Continuity;
- Strategic Resilience;
- Emergency and Crisis Management Planning; and,
- Enterprise Security.
- For applicants with a Government service or NGO background: experience carrying out a client facing, service delivery role in a corporate environment is required.
- Previous experience working outside the UK is preferred. Ideally, in emerging markets.
- Excellent fluent written and spoken English with desired other language(s) as required.
- Educated to a degree level or equivalent.
The individual will need to have the following key personal skills and attributes to perform successfully in this role:
- Strong communication skills displayed through confident interpersonal, public speaking and presentational abilities.
- Confident and effective at advising and briefing at all levels, including C-Suite client stakeholders.
- Significant experience of providing results in demanding environments.
- Ability to consistently deliver a high-quality service within tight deadlines and whilst overcoming critical obstacles.
- Willingness to respond to and support crises worldwide alongside globally based staff.
- Adept problem solver with a proven ability in identifying critical operational priorities whilst maintaining quality of service.
- Adept at identifying reputational risk and managing threats.
- IT proficient with a willingness and ability to learn new technical skills.
- Excellent attention to detail and an ability to follow client and incident specific procedures.
- Ability to manage personnel and resources effectively.
The successful candidate must have permission to work in the United Kingdom by the start of their employment.