Common Purpose, Uncommon Opportunity.  Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team.  As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

As an operating unit of Visa's 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 disruptions.

As the Director of Crisis Management, you will report to the Senior Director of Crisis Management. The selected candidate will possess key Visa/payment system/industry knowledge and is responsible for developing long-term program goals to increase repeatability and automation in program processes. While this is an individual contributor role, the selected candidate will serve in a leadership capacity as it pertains to enhancing existing crisis management processes through technology solutions. The selected candidate will lead program initiatives to ensure repeatability in how teams respond, as well as introducing automation and efficiency to existing process. Due to the global nature of Visa’s business, this role requires occasional work outside of normal business hours. This position will also fulfill regular crisis management activities, to include supporting the 24 hour on-call global crisis management rotation.

As a Director level member of the team, the selected candidate will serve in a leadership capacity as they perform their responsibilities of a Crisis Manager. 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.

Essential Functions:

• Position requires 24/7 availability for incident response through an established on-call rotation
• Ensure Crisis Management internal process and procedures are documented, distributed, and appropriate training is conducted
• With guidance from Sr. Director of CM, develop the CM technology strategy, working cross-functionally with OR Technology Solutions team
• Develop CM technology solution requirements; explore options internally and externally if required; when appropriate, work with relevant teams to implement program technology solutions
• Develop, implement and manage the Crisis Management Knowledge and Information Management framework
• Work across functional areas of CM program to identify areas where technology and/or automation can improve efficiency and minimize risk to process
• Serve as liaison to OR Technology Solutions and other technology partners with regards to CM tech solutions
• Support the remediation of action items identified as part of exercises or activations
• Support development and delivery of exercises, working with Director of CM – Training & Exercises
• Manage high-risk or large scale global business-related incidents that occur in accordance with documented processes, including managing day-to-day operational aspects of crisis management
• Ensure strict confidentiality with all records, documents, communications, and information related to incidents
• Ability to travel up to 20% of the time to support exercise program requirements

Experience

• 10 years of Visa/payment system/financial institution experience including participation in a crisis/incident/emergency management program as a team member, leader, or program manager
• 5 years of experience in project management and/or developing technology solutions
• Experience working with Senior and Executive management in a training, consultative, and/or advisory capacity
• Experience working with vendors to evaluate solutions against business requirements
• Experience performing due diligence activities as a part of onboarding and ongoing monitoring of a Visa vendor
• Familiarity with Visa Crisis Management processes in order to identify areas where improvements can be made through technology or other risk reduction initiatives
• Proven partnerships with Visa technology teams and support groups
• Background and experience with industry standard audit and risk practices

Preferred Experience

• Experience implementing various technology tools and solutions
• Experience in transitioning solutions from development to operational readiness
• Knowledge of payment processing systems including: Clearing, Settlement, Debit Processes, Authorization, and/or Cybersecurity protocols

Basic:

10 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:

• Relevant Bachelor's Degree; Master's Degree preferred
• 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 organizational 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)

Highly Desired:

• Degree in Information Systems and Operations Management
• Certified Scrum Master
• ITIL Foundation Certified
• ITIL Service Operations Certified
• Advanced working knowledge of MS Office (Word, Outlook, Excel, PowerPoint, SharePoint, and Project) with heavy experience in data analytics

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.

Work Hours:

Incumbent must make themselves available during core business hours. May require meetings outside of core business hours to connect with global partners.

Travel Requirements:

This position requires the incumbent to travel for work 0-20% of the time

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.