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
Provides on-call Business Incident Response support, as part of a Follow-the-Sun rotation (Singapore/UK/US) ensuring both internal senior stakeholders and client communications are distributed in alignment with our commitments.
Ability to communicate swiftly technical issues in a client friendly manner.
Represents the voice of the client during service disruptions, ensuring the financial ecosystem impact is understood and prioritized appropriately.
Supports the global Client Services leadership team in the event of a service disruption.
Leads post-incident client remediation activities in partnership with client-facing teams.
Provides key insights into post-incident reviews to identify improvement opportunities.
Develops client-facing Incident Reporting following major incidents, including root cause, improvement initiatives and preventative measures.
Engages cross-functional partners to ensure new and existing services have an effective business response plan.
Proactively seek out opportunities to evolve the Client Services Incident Response processes, playbooks and tools.
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
• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Preferred Qualifications
• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Minimum of 5 years' experience supporting business incident responses, preferably in a financial services industry.
• Experience in communicating with clients, preferably in a client facing role.
• Ability to command, control and communicate an incident across products, functions, and geographies. Demonstrating the ability to work well under pressure.
• Proven track record of solving complex problems and making successful decisions in a highly pressurized environment.
• Professional experience of communicating technical information to non-technical audiences.
• Strong interpersonal and leadership skills to influence and build credibility as a peer.
• Ability to challenge the status quo to identify continual improvement initiatives.
• Educated to Bachelor's degree level or equivalent professional experience.
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 120,900.00 to 175,400.00 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.