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Senior Consultant, Business Incident Response

3 weeks ago

Singapore Visa Full time

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**
Team Summary**

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into every phase throughout the client lifecycle of Visa products and services. To deliver on our mission: “To connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive”, and to maintain our high-quality customer experience, as incidents occur, we must manage and communicate these to conclusion in the most expedient way possible.

Within Client Services, the role of the global Client Services Operational Resilience team is to take ownership of ensuring internal and external communications are distributed effectively throughout the lifecycle of an incident whilst developing consistent processes, playbooks, and controls to meet the needs of internal partners and our clients.
**What a Senior Consultant, Business Incident Response does at Visa**:
This Senior Consultant role, is a critical role responsible for supporting cross-functional teams during the restoration and remediation of client-impacting service issue, delivering communications to internal business teams and clients, throughout the lifecycle of an incident. This role requires strong business acumen, client service orientated thinking and will have functional and technical knowledge. This is a senior level individual contributor role based in Singapore and will report into the Director, Global Client Services Operational Resilience.

In this role, you are expected to:

- Represent Client Services globally, partnering with Technology and product to minimize impact of incidents, whilst ensuring both internal senior stakeholders and client communications are distributed in alignment with our commitments
- Act as the voice of the client during service disruptions, ensuring the financial ecosystem impact is understood and prioritized appropriately
- Use technical expertise blended with business acumen to articulate complex problems in layman’s terms to develop client-facing Executive Summaries following major incidents, including root cause and improvement initiatives
- Leads post-incident client remediation activities in partnership with client-facing teams
- Ensures risks are mitigated, and opportunities identified through providing key insights into post-incident reviews and driving improvement opportunities
- Lead cross-functional engagements to ensure new and existing services have an effective business response plan
- Proactively seek and implement opportunities to evolve the Client Services Incident Response processes, playbooks, and tools
**Why this is important to Visa**:
Client Services Operational Resilience is a critical function in Visa. We are committed to deliver best-in-class services, and when a service is not performing as our clients expect it to, it is imperative to the financial ecosystem that we communicate quickly and manage expectations throughout the incident lifecycle.
**Projects that you will be a part of**:
This is an incredibly exciting time to join the Client Services Operational Resilience team. You will be operating in a fast paced, unstructured setting to support products and services across Visa. You will work with internal stakeholders to understand complex issues and articulate a summary of this to our client’s and internal stakeholders.

**Qualifications**:

- Bachelor’s Degree or equivalent qualification
- Minimum of 10+ years’ experience supporting business incident responses, preferably in a financial services industry, with proven ability to command, control and communicate an incident across products, functions, and geographies
- Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support incident management
- Interpersonal skills and proven abilities in negotiating with and influencing stakeholders at all levels
- Effective verb