SM Operational Resilience & Crisis Management

To manage resilience assessments, maintaining plans and documentation, coordinating exercises and crisis activities, preparing reports and management information, tracking remediation actions, and supporting continual improvement initiatives to ensure organisational preparedness and resilience.

1. Operational Resilience Programme Implementation

• Coordinate operational resilience activities across business and support functions.
• Support the review and update of resilience-related documentation to ensure accuracy and alignment with organisational requirements.
• Track implementation of resilience initiatives, action plans and enhancement programmes.
• Maintain records, repositories and evidence required for audits, assessments and regulatory reviews.

2. Critical Business Services & Dependency Management

• Coordinate the identification and maintenance of critical business services, supporting processes and key dependencies.
• Facilitate business impact assessments, service mapping and resilience assessments with business units.
• Maintain inventories and documentation relating to critical services, recovery requirements and dependencies.
• Track remediation actions arising from resilience assessments and reviews.
• Prepare reports and analyses for management review.

3. Crisis Management Coordination

• Maintain crisis management plans, playbooks, escalation procedures, contact lists and supporting documentation.
• Coordinate periodic reviews and updates of crisis management documentation.
• Arrange and facilitate crisis management meetings, workshops and preparedness activities.
• Support readiness of the Incident Management Team (IMT) and Disaster Recovery Management Team (DRMT).
• Maintain crisis management records and action trackers.

4. Incident Response & Recovery Support

• Support coordination activities during major incidents, disruptions and crisis events.
• Act as Crisis Management Secretariat during crisis activations.
• Coordinate situation reports, meeting minutes, action logs and decision registers during incidents.
• Support stakeholder communication and information gathering activities during crisis events.
• Coordinate post-incident reviews, lessons learned sessions and follow-up actions.

5. Exercise & Testing Management

• Prepare exercise scenarios, scripts, schedules and supporting materials.
• Coordinate participation from business units, regulators, market participants and service providers where applicable.
• Document observations, lessons learned and areas for improvement.
• Monitor closure of action items arising from exercises and testing activities.
• Maintain exercise schedules, records and testing results.

6. Reporting, Monitoring & Governance Support

• Prepare regular management reports, dashboards, metrics and resilience updates.
• Monitor programme deliverables, action items, risk indicators and improvement initiatives.
• Support preparation of materials for management, committee and Board reporting.
• Track audit findings, assessment outcomes and remediation actions.
• Maintain governance records and reporting repositories.

7. Regulatory, Industry & Stakeholder Coordination

• Coordinate information requests, surveys, assessments and regulatory submissions.
• Assist in preparing presentation materials, briefing papers and reports for stakeholders.
• Participate in industry exercises, working groups and resilience initiatives.
• Monitor relevant industry developments and share updates with the team.
• Coordinate engagements with business units, technology teams, vendors and external parties.

8. Awareness, Training & Capability Building

• Organise awareness programmes, workshops and training sessions relating to operational resilience and crisis management.
• Develop awareness materials, user guides and communication content.
• Support onboarding and training of response teams and business units.
• Promote operational resilience and crisis preparedness across the organisation.