Director, Incident Response Lead (North America)

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

• Lead the US client services global incident management function, ensuring an inspiring vision, positive team culture, and providing coaching, development, and career growth to team members.
• Provide on-call Business Incident Response support, as part of a Follow the Sun rotation in Singapore, UK and US ensuring both internal senior stakeholders and client communications are distributed in alignment with our commitments.
• Responsible for leading the team and their objectives against the global client services incident management strategy and roadmap.
• Responsible for client services global incident management process, standards, and governance, ensuring supporting frameworks, processes, plabooks, skills and knowledge in place.
• Business Owner for Visa Status Pages and responsible for working with your senior management and peers on the strategy and roadmap.
• Accountable for incident communications to clients in the event of an incident impacting multiple clients.
• Lead global and cross functional initiatives to define, implement, manage, and improve all aspects of Client Services Incident Management
• Be a trusted partner to global and regional Client Services, Technology, Risk, Product, Legal, Corporate Communications and Regulatory Compliance functions. 
• Responsible for delivering service level commitments to our Clients for Incident Management
• Responsible for reporting functional performance, effectiveness, and compliance.
• Responsible for designing and delivering global Client Services incident management training and exercises to rehearse incident scenarios.
• Participate in the event of crisis events, working closely with senior executives in region and ensuring alignment in any internal and or external communications

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This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Educated to degree level or minimum of 12 years payment industry experience required, preferably within an operational resilience role.
• Ability to command, control and communicate an incident across products, functions, and geographies. Demonstrating the ability to work well under pressure.
• Experience in communicating with clients, preferably in a client facing role.
• A strong understanding of incident management including operational risk and control frameworks.
• Experience in leading matrix management of global, dynamic, and multi-cultural teams, with shifting priorities in delivering commitments.
• Proven experience of leading global largescale programs of work within a process improvement and change management framework.
• Proven strong interpersonal skills with the ability to communicate professionally at all levels both internally and externally to the organization. This includes the proven ability to articulate complex problems in a non-complex and client centric way, and the need and value of driving change.
• Ability to work accurately with a sense of urgency, delivering to tight deadlines.
• Knowledge and experience with Visa products

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 138,600 to 201,000 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.