Director Crisis Management

  • Full-time
  • Job Family Group: Technology and Operations

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

  • Manage key program change management initiatives.

  • Subject matter expert and authority on Crisis Management and Visa's business and technical products and services, with responsibility for command and control of Visa's response in a crisis.

  • Perform work and tasks independently, with limited oversight from manager. Escalate issues that require attention or thought partnership. Provide mentorship and oversight to team members and stakeholders at lower professional levels.

  • Work closely with senior leaders in Operations, Technology, Cybersecurity, Client Services, Corporate Communications, Risk, Legal, Risk & Regulatory Governance, Treasury, and regional and executive leadership to ensure proper coordination and execution of Crisis Management response initiatives to minimize disruption to Visa's business and deliver an industry-leading Operational Resilience program. 

  • Provide leadership for global and regional Crisis Management Teams and collaborates with program leadership to set strategic vision and direction to proactively inspire and drive continuous improvement of Crisis Management policies, standards, and procedures.

  • The Director plays an integral role in the enterprise-facing components of Crisis Management as well as leading cross-functional resilience initiatives.

  • The position requires non-business hours availability and business travel to support program delivery and program management activities.

What you will do every day

  • Drive a culture of preparedness and proficiency across the Crisis Management team and stakeholders - be ready to jump into action with limited or no notice.

  • Maintain balance when confronted with both familiar and unfamiliar challenges. Problems you will face are often complex and numerous, requiring extensive cross-functional assessment and thorough analysis to develop and shape a successful response effort.

  • Collaborate with key stakeholders to drive solutions to situations that represent risk to Visa’s assets.

  • Be a subject matter expert on Crisis Management processes, tools, and plans.

  • Manage Crisis Management engagement in various task force and work groups e.g., leading the Crisis Management integration for global sponsorship events and new mergers and acquisition efforts.

  • Pursue the knowledge and skillsets to independently direct Crisis Management’s response by making key decisions that will determine operational success.

  • Foster open and honest communications to gain a trusted role in advising and influencing Executive leadership, business partners, and key stakeholders.

  • The Director position requires 24x7 availability serving as a rotational on-call to manage incident response, which requires commitment off-hours, weekends, and holidays.

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
• Proven experience in business resiliency, event and incident management, emergency management, disaster recovery, crisis management, and/or risk management.
• Solid working knowledge of office software (Word, Outlook, Excel, PowerPoint, SharePoint, and Project) and report building tools.
• Strong analytical skills, attention to detail, critical thinking, and problem solving.
• Ability to research, prioritize, manage, and deliver on multiple projects and deadlines simultaneously.
• Proven leadership capabilities including strong thought leadership, effective decision making, and ability to drive for results.
• Strong written and verbal communication skills, with an ability to clearly articulate a highly technical subject matter and deliver it in common terms.

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
• Visa/payment network/financial institution experience including participation in a crisis/incident/emergency management program as a team member or program manager.
• Knowledge of payment processing systems including debit and credit authorizations, clearing, settlement, and treasury processes, digital payments, technology infrastructure, cybersecurity protocols.
• Understanding of computer-based information systems, including software applications and computer/networking hardware.
• Advanced working knowledge of office software (Word, Outlook, Excel, PowerPoint, SharePoint, and Project) and/or other report building tools with experience in data analytics and metrics reporting.
• Strong collaboration and communication skills, ability to communicate at all levels of the organization, experience working in global settings and international teams coupled with awareness of market differences and commonalities.

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 122,300.00 to 159,000.00 USD, 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.

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