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Senior Consultant, Operational Resilience

Senior Consultant, Operational Resilience

Senior Consultant, Operational Resilience

Atlanta, GA

Job details

Job Type

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

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 this critical mission as incidents occur, we must manage these to conclusion in the most expedient way possible. Reporting to the Director of Client Services Operational Resilience, and partnering with Client Services and Technology teams, the Business Incident Response position is a critical role for ensuring internal and external communications are distributed effectively throughout the lifecycle of an incident.

The role is part of a dedicated global Client Services Incident Response team, based in Atlanta, Georgia, and part of the broader Global Service Excellence team. Responsible for supporting cross-functional teams during the restoration and remediation of client-impacting service issues, as well as incident communications and the development of client-facing executive summaries.

Job Scope:

  • Provides on-call Business Incident Response support, ensuring both internal senior stakeholders and client communications are distributed in alignment with our commitments.

  • 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 Executive Summaries following major incidents, including root cause and improvement initiatives.

  • 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.


Basic Qualifications:

8 or more years of relevant work experience with a Bachelor’s 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’s 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.
  • Ability to command, control and communicate an incident across products, functions and geographies.
  • 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

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department; this role will require 24/7 and/or working outside of business hours as part of this role at certain times

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.

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Hiring for this role

• Mobile: NA

• Location: NA

• Post ID: 21258606

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