Description
Join our team and what we'll accomplish together
The TELUS Data & Trust Office provides world-class, innovative solutions to keep TELUS resilient, secure, and trustworthy. We partner with teams across the organization to advance our corporate priorities, support innovation, and ultimately deliver on our promise to safeguard our customers' privacy and to earn and maintain their trust.
We support our business operations across the enterprise, including our telco, agriculture, and health business. We operate globally and respect the laws and operational requirements of all the jurisdictions in which we operate.
As a Senior Data Incident Preparedness and Response Manager, you will be working alongside some of the most passionate and innovative privacy and resilience specialists in Canada. You'll be at the heart of keeping TELUS strong and ready for anything—partnering with cybersecurity, communications, operations, and business leaders to build capabilities that protect our business and our customers.
You'll transform complex challenges into clear, actionable plans, lead incident response with calm authority, bring teams together around shared goals, and continuously enhance the way TELUS prepares for and manages data incidents and business disruptions. This is a strategic, high-impact role that combines program management excellence with crisis leadership, stakeholder influence, operational mastery and privacy acumen.
You'll be known as the trusted advisor who keeps teams connected, focused, and moving forward—the person everyone wants in the room when it matters most.
What you'll do
- Execute TELUS' data incident management strategy to meet regulatory requirements, minimize risks and exceed customer expectations
- Lead or support response coordination during data incidents
- Lead incident management response team calls and support notification strategy
- Facilitate real-time communication and decision-making across multiple stakeholder groups (executive leadership, operations, communications, legal, cybersecurity)
- Develop and maintain response playbooks, escalation protocols, and communication templates
- Conduct post-incident reviews to identify and mitigate risks, and drive continuous improvement in response capabilities
- Contribute to mandatory breach reporting to individuals and regulators, ensuring information is accurate and complete
- Stay informed about emerging threats and vulnerabilities to proactively strengthen response readiness
- Facilitate cross-functional planning sessions, scenario exercises, and crisis simulations
- Translate technical and operational requirements into clear, actionable communication for executive audiences
- Build and maintain relationships with key stakeholders to ensure data incident response capabilities are understood and supported
- Develop clear, timely communication protocols and messaging frameworks for incident situations
- Coordinate with communications teams to ensure consistent, accurate messaging during disruptions
- Participate in monthly/quarterly reporting to provide insights to key internal stakeholders
- Support executive briefings and board-level reporting
- Identify gaps in current incident management capabilities and recommend improvements
- Track key metrics and KPIs related to incident readiness and incident response effectiveness
- Continuously learn, innovate, and demonstrate leadership in all areas of the role
Qualifications
What you bring
Must-Have Experience & Skills:
- 5 years of extensive experience in complex privacy incident management, business continuity, crisis management, or related operational resilience domains
- Knowledge and understanding of privacy legislation (e.g. PIPEDA, GDPR) and their impact on business continuity
- Proven experience coordinating cross-functional teams during high-pressure situations or crisis response
- Strong facilitation and stakeholder management skills—ability to build consensus and drive alignment across competing priorities
- Excellent written and verbal communication skills; ability to translate complex scenarios into clear action plans
- Proficiency in writing reports for internal and external stakeholders
- Experience developing and maintaining data incident response protocols
- Familiarity with crisis management best practices
- Ability to make independent decisions quickly to mitigate risk and protect the TELUS brand
- Comfortable working with a sense of urgency and adept at remaining calm under stressful circumstances
- Strong organizational and project management skills
- University degree in relevant discipline (preferred)
Nice-to-Have Skills:
- Fluent in both French and English
- Professional accreditation from the International Association of Privacy Professionals (IAPP) – CIPP, CIPM, or similar
- Certification in business continuity (CBCP, BCI, or similar)
- Experience in telecommunications, financial services, or other highly regulated industries
- Familiarity with cybersecurity incident response and coordination
- Experience with crisis simulation exercises or tabletop scenarios
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
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