Resilience and Crisis Management Manager

Quilter; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading wealth management firm is seeking a Resilience and Crisis Management Manager in London or Southampton. This role encompasses managing crisis protocols, overseeing training, and ensuring compliance with operational resilience frameworks. Candidates should have experience in crisis management and possess excellent interpersonal skills. The position offers a range of benefits, including a pension scheme and private medical insurance.

Benefits

182 hours holiday (26 days)

Private Medical Insurance

Life Assurance (4x salary)

Income Protection (75% salary)

Flexible benefits through salary deduction

Qualifications

• Experience in crisis management or business continuity.
• Ability to write governance papers.
• Risk management experience is desirable.

Responsibilities

• Manage the Resilience and Crisis Team on a 24/7 basis.
• Oversee crisis management training and scenario testing.
• Produce detailed reports for incident reviews.

Skills

Interpersonal skills

Problem-solving

Organizational skills

Communication skills

Education

Proven background in operational resilience

Professional qualifications in related field (desirable)

Job description

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £126.3 billion in customer investments (as of August 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi‑asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi‑asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers. We have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About the Role

Level: 4

Department: Property & Facilities

Location: Southampton, United Kingdom or London, United Kingdom

Contract Type: Permanent

Regulated/Non-Regulated: Non-Regulated

The Resilience and Crisis Management Manager is responsible for the daily operation of the Quilter Resilience and Crisis Team (RCT). This includes:

• Facilitating crisis command and control protocols using the gold, silver, and bronze model.
• Managing activities within the Operational Resilience Framework to ensure compliance with regulations and audit requirements.
• Leading the corporate response to incidents and crises affecting staff safety, business continuity, reputation, operations, and customer confidence.
• Overseeing and/or facilitating training and scenario testing to ensure business functions are resilient and prepared.
• Maintaining strong communication with critical third‑party providers, managing stakeholders effectively, and ensuring a centralised view of operational resilience across the Group – grounded in a clear understanding of resilience principles and regulatory requirements.
• Recording and reviewing disruptive events, monitoring emerging threats, and applying insights to drive proactive testing and horizon scanning – ensuring preventative measures are in place to minimise potential impacts on customers and the business.

Key Responsibilities

• Ownership of the company’s response to crises and critical incidents, including facilitating meetings and briefings.
• Managing the RCT on a 24/7 basis, including on‑call duties.
• Supporting crisis management training, delivering presentations, and designing exercise scenarios.
• Supervising and developing a team producing threat assessments and reports.
• Collaborating with other functions to review, test, and maintain operational resilience and business continuity.
• Producing detailed reports for incident review and corporate learning.
• Managing and educating the on‑call crisis management team.
• Deputising for the Head of Operational Resilience and Property as needed.
• Participating in sensitive projects and workstreams as required.
• Ensuring all RCT activities apply an operational resilience perspective and that framework activities are effective.
• Identifying opportunities for continuous improvement and embedding lessons learned from incidents and exercises into future planning.
• Reviewing and governing relevant policies and key documentation.
• Managing audits linked to RCT responsibilities and contributing to governance forums by preparing and presenting resilience metrics, incident summaries, and risk insights – alongside drafting governance papers when required.
• Overseeing resilience‑related tools and platforms.
• Scanning for emerging risks and threats, maintaining a holistic view of testing across technology, third parties, and change.

About You

• Excellent interpersonal skills to build strong relationships with stakeholders.
• Inclusive and supportive management style.
• Strong verbal and written communication.
• Innovative thinking and effective problem‑solving.
• Good judgement in prioritising demands.
• Positive, self‑motivated, and dedicated to task delivery.
• Enthusiastic about new challenges and innovation.
• Organised and able to manage multiple tasks and changing priorities.
• Proactive in considering operational resilience and mitigating risks to customers and the firm.
• Demonstrates a strong track record in driving continuous improvement, identifying opportunities to enhance resilience processes, and implementing effective changes that deliver measurable operational benefits.

Qualifications Required

• Proven background in operational resilience, crisis management, or business continuity within regulated industries. Experience in financial services desirable but not essential.
• Ability to write governance papers and contribute to strategic decision‑making.
• Risk management experience desirable, with the ability to identify, assess, and mitigate risks that could impact operational resilience and business continuity.
• Professional qualifications in a related field are welcome but not essential.
• Proven experience in people management and crises and incident response is desirable.

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non‑contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.