Director of Crisis Management, Europe - Level 5

  • London, UK
  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.


Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness


Job Description

If you think you could support Visa as a Director of Crisis Management, Europe, we want to hear from you – together, let’s make Visa a great place to work.


What’s it all about?

As an operating unit of Visa's Audit and Risk organization, the Operational Resilience – Crisis Management Team is charged with protecting corporate assets from significant business interruptions by optimizing risk management practices and building operational resiliency. The Operational Resilience team is comprised of three verticals including Crisis Management, Business Continuity, and IT Disaster Recovery. As part of the Operational Resilience organization, the Crisis Management function is responsible for identifying, structuring, developing, exercising, and maintaining Crisis Management teams and plans for life safety and business related incidents.

Visa’s Operational Resilience organization is searching for an experienced Crisis Management professional to join the Crisis Management team in the role of Director as an individual contributor. This position is responsible for supporting the global program while being a leader for the Visa Europe regional Crisis Management program. This role reports into the global Crisis Management program manager with additional regional reporting lines to the Europe Head of Operational Resilience.

  • The Director role will have the opportunity to apply leadership, strategic, analytical, process, and project management skills to some of our highest profile Crisis Management activities. This leader will have the opportunity to work with all levels of management and business partners across all lines of business to support development of innovative solutions to identify, help mitigate, and prepare for various types of risks to the company and will play an integral role in the enterprise-facing components of our Crisis Management program.
  • The Director works closely with leaders in Operations, Client Services, Risk, Treasury, Country Managers, and other key stakeholders across the enterprise to ensure proper coordination and execution of Crisis Management activities related to the delivery of an industry-leading Crisis Management program.  The individual provides leadership for Crisis Management Teams and collaborates with Crisis Management global leadership to set the vision and direction to proactively inspire and drive continuous improvement of policies, standards, and procedures.
  • The Director is recognised as a subject matter expert and authority on Crisis Management, and may act in the stead of the global manager of Crisis Management to provide guidance and recommendations to management and executives across the enterprise during exercises as well as incident response facilitation and decision making during crisis activations. This responsibility includes leading Crisis Management activation meetings when required, providing mentorship and guidance to less experienced team members, and representing the program and organization in a professional manner. This position will fulfill regular Crisis Management activities, to include supporting the 24 hour on-call global Crisis Management rotation.


What we expect of you, day to day.

  • Execute annual global program requirements for Europe region to meet internal and regulatory requirements including identifying, structuring, developing, exercising, and maintaining Crisis Management teams and plans for both life safety and business incidents across the enterprise. There are over 70 Crisis Management teams globally.

  • Assist in defining short and long-term strategy for crisis management initiatives including developing roadmaps with actionable plans, driving requirements for each initiative, leading cross-functional internal and external teams, and champion the execution and rollout of these initiatives with a focus on enhancing the protection of life, property, operations, and the brand.

  • During an incident, responsibilities include activating crisis management teams, facilitating meetings, coordinating activities and communication across all Visa disciplines, and interacting with all levels of Visa management including regular communication with the Visa Europe Leadership and the Visa Inc. Executive Committee.

  • Strengthen the culture, process, and documentation related to Crisis Management activities through ongoing training and awareness initiatives.

  • Support the development of reports demonstrating the health of the Crisis Management training and exercise program.

  • Position requires 24/7 availability for incident response through an established on-call rotation.

  • Ability to travel up to 30% of the time to support exercise program requirements.


What we’re after…

  • High level of experience of Visa/payment system/Crisis Management program experience including participation in a crisis/incident/emergency management program as a team member, leader, or program manager

  • Experience working with Senior and Executive management in a training, consultative, and/or advisory capacity

  • Experience in interacting with a global audience to identify geographical unique risks and preparedness needs

  • Knowledge of payment processing systems including: Clearing, Settlement, Debit Processes, Authorisation, and/or Cyber Security protocols

  • Background and experience with audit and risk practices

  • Relevant Bachelor's Degree; or hold equivalent professional experience 

  • Possess exceptional communication skills

  • Strong analytical skills, attention to detail, critical thinking, and problem solving

  • Possess strong interpersonal and indirect influencing skills, with a demonstrated ability to gain the confidence of individuals at various organisational levels

  • Ability to research and manage multiple projects and deadlines simultaneously

  • Possess strong working knowledge of MS Office (Word, Outlook, Excel, PowerPoint, SharePoint, and Project)


Additional Preferred Qualifications

  • Industry certifications in Business Continuity, Crisis Management, Emergency Management, or similar

  • Advanced knowledge of MS Office (Word, Outlook, Excel, PowerPoint, SharePoint, and Project) with heavy experience in data analytics and presentation development


Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Additional Information

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.


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