Senior Manager - Emergency Response & Business Continuity

The Opportunity

The Senior Manager, Emergency Response & Business Continuity leads TELUS Digital's global emergency response and business continuity function, overseeing a regional team of 15+ professionals responsible for coordinating emergency response, crisis management, and business continuity efforts across 80,000+ team members in 30+ countries. This role establishes strategic direction, manages Global EMOC (Emergency Management Operations Center) incidents, and ensures organizational resilience through proactive planning, rapid response coordination, and continuous improvement.

The Senior Manager builds and leads a distributed team operating across Americas, Europe/EMEA, and Asia Pacific regions, with specialized enterprise BC planners and program management support.

Key Distinction: This role coordinates and enables emergency response—it does not execute technical solutions. The Senior Manager convenes cross-functional leaders, facilitates critical decisions, and ensures coordinated action. Functional experts (Operations, NOC, Security, Facilities, HR) resolve incidents; EMOC orchestrates the response.

Reports to: Director Direct Reports : 5

Travel: 25-30% (regional site visits, stakeholder engagement, incident response)

Work Schedule: Standard business hours with on-call availability for Global EMOC incidents

Location : Noida, Hybrid

Key Responsibilities & Competencies

● Lead Global EMOC activation for multi-region emergencies; facilitate rapid decision-making and coordinate cross-

functional crisis response across all stakeholders

● Build and develop high-performing ER& BC team; hire, coach, and manage Regional Leads and Planners with sustainable coverage models

● Oversee global BCP program; drive site/country-based BC planning transition and ensure all major sites maintain current plans with enterprise standards

● Partner with Operations, IT/NOC, and stakeholders on recovery strategies and enterprise BC planning for critical systems

● Drive annual BCP drill program; conduct Impact Analysis, define Recovery time objective, design tabletop exercises, and validate recovery strategies through testing

● Lead Post-Incident Reviews; document lessons learned, create action plans, and drive continuous program improvement across the organization

● Demonstrate expertise in emergency management, BCP methodologies, and multi-country BPO/CX operations with 24/7 workforce models

● Lead organizational change and strategic transformation; drive unified EMOC/BCP structure while addressing resistance and bringing stakeholders along

● Leverage incident management platforms, mass notification systems, and threat intelligence tools for real-time situational awareness and response

● Deliver exceptional communication at all levels; provide executive briefings, create clear documentation, and facilitate cross-functional workshops

Qualifications:

Education: Bachelors degree in Emergency Management, Business Continuity, Risk Management, Public Administration, or related field

Experience:

● 7+ years in emergency management, crisis response, or business continuity

● 5+ years in leadership role managing teams (direct reports)

● 3+ years in global or multi-site operations environment

● Proven track record leading major incident responses and crisis situations

● Experience managing budgets and vendor relationships

● Certifications: One or more of the following:

● Certified Business Continuity Professional (CBCP)

Skills:

● Demonstrated ability to lead during high-stress, high-stakes situations

● Strong executive presence and stakeholder management

● Experience building and scaling teams across multiple geographies

● Proficiency with emergency management and business continuity tools/platforms

● Excellent project management and organizational skills

● Proven ability to drive strategic change and transformation

● Availability: Flexibility for on-call availability during Global EMOC incidents (nights, weekends as needed)

Preferred:

● Education: Masters degree in Emergency Management, Business Continuity, Public Administration, or MBA

● Experience within the BPO, contact center, or customer experience industry background

● Experience managing distributed global teams

● Business Continuity Certification or equivalent

● Multilingual capabilities (Spanish, French, or other languages spoken in TELUS Digital locations)

● Experience with GIS and geospatial analysis

● Knowledge of weather patterns, natural disasters, and regional risk profiles

● Familiarity with client communication and SLA management during incidents

● Experience with enterprise BC planning for business systems