Job Description

What's it all about?

Client Services works with issuers, acquirers, processors, and merchants worldwide to develop and deliver on our commitment to be the best way to pay and be paid.  To deliver on our client commitments, it is vital that we remain focused on building and maintaining a robust and sustainable strategy for how we respond to and manage an incident and/or crisis. Partnering with key functions such as Technology, Product, Risk, Corporate Communications, Legal and Regulatory Compliance, this role will proactively ensure during business hours that Client Services has effective processes, controls, resources and tools in place to enable Client facing teams to manage and communicate during an incident and/or crisis.

This contributor role works independently, based in North America (Ashburn/Denver Visa Offices) with requirement for occasional travel.

What we expect of you, day to day... 

Develop, maintain and enhance global Client Services Operational Resilience frameworks, processes, playbooks and tools
Work globally and across functions to review, identify, implement and communicate opportunities to improve the client experience and/or, operational efficiency and effectiveness for all aspects of Client Services Operational Resilience
Develop client facing executive summaries following an incident; collaborating with cross-functional stakeholders to ensure the root cause is effectively understood and documented; including leading post-incident reviews and representing Client Services in Technology major problem reviews to identify improvement initiatives to mitigate further recurrence
Provide reporting to global Client Services leadership to demonstrate the function’s Operational Resilience performance, effectiveness and compliance against defined frameworks and processes
Undertake periodic Operational Resilience control testing and quality control reviews in all regions to ensure risks are appropriately mitigated and the timely and accurate completion of compliance activities in all Client Services regions

Qualifications

Basic Qualifications

Bachelor’s degree or equivalent experience
Requires a minimum of 12 years progressively responsible experience in customer service or technical support role in financial services, payment card, software or information services industry
8 years of experience and Master’s degree

Preferred Qualifications

12-15 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
5 years payment industry experience required, preferably within a client facing role
Experience in working with dynamic and multi-cultural teams, with shifting priorities in delivering commitments
Strong written and verbal communication skills required, with the ability to translate technical information to non-technical audiences in tight timelines 
Proven strong interpersonal skills with the ability to communicate professionally at all levels both internally and externally to the organisation. This includes the proven ability to articulate complex problems in a non-technical and client centric way
Ability to work accurately with a sense of urgency, delivering to tight deadlines
Knowledge and experience with Visa products preferable
 

Additional Information

Work Hours

Incumbent must make themselves available during core business hours.

Travel Requirements

This position requires the incumbent to travel for work 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, and reach with hands and arms.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.