As part of the Global Business Continuity organization, the Crisis Management function is responsible for identifying, structuring, developing, exercising and maintaining crisis management teams and plans for both life safety and business incidents. This is an individual contributor role, which is responsible for facilitating unique and complex incidents that have a broad impact on the business. Although this position has no direct reports, it will frequently lead senior, internal, cross-functional teams and/or manage work through vendors.
The Director of Crisis Management possesses key Visa business knowledge and is responsible for
strategically leading and facilitating global incident response and emergency management efforts stemming from Visa business related incidents. This position would also participate and assist in life safety response activities.
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 and identify opportunities to improve and streamline processes
Collect details and manage assigned tasks stemming from an incident and disseminate communications to internal stakeholder teams
Liaise with regional teams to respond to global incidents
Coordinate the program management, coordination, development, training, and support of crisis management
Ensure strict confidentiality with all records, documents, communications, and information related to incidents
Position requires 24/7 availability for incident response and the ability to travel 10-25% of the time
Works closely with cross functional management teams to define, develop and implement new and/or maintain business incident response plans
As part of the annual CM program cycle, conduct comprehensive Threat & Risk Assessments (TRAs) of critical business functions and related systems/services that are identified in the Business
Incident Response Plans (BIRP) using internal Subject Matter Experts (SMEs) to regularly assess the threats, probabilities, mitigating controls and impacts and ensure the continual enhancement of the related BIRP
Demonstrates a strong understanding of Visa business in a number of key areas such as: Authorization/Network, Settlement, Client incidents, Data Compromise, Cybersecurity, etc.
Plan, develop, facilitate and conduct comprehensive Crisis Management mock disaster exercises to validate organization incident management response and recovery capabilities.
Help strengthen the culture, process, and documentation related to CM activities through ongoing training and awareness.
Partners with the VOCC/Command Centre to design, implement and maintain business escalation and response protocols that are aligned and add value to key stakeholders
Develops and implements processes and procedures to assess, monitor and remediate risk and compliance related issues
Maintain certification that all training exercises are completed regularly based on annual program requirements
Acts in a back-up contact for specific crisis management teams and plans including emergency response activities
Provides leadership to ensure training of crisis management team members is consistent, timely and thorough
Provides input into the design and implementation of general marketing and promotional materials to
ensure increased awareness of the GBC program
Creates data points into the GBC risk management activities, including quarterly dashboards, metrics and reporting
Ensures appropriate end to end project management including the exercising and implementation of new plans or protocols with key Operations and CSS stakeholders
Assists in conducting key stakeholder presentations,
seminars and workshops in an effort to help raise team crisis response capabilities
Is a leader, self-motivated, and demonstrate the ability to influence and communicate effectively across functional lines to ensure all participants and stakeholders deliver according to requirements and schedule
Skills
7-10 years of Visa business experience including participation in the CM program as a team member, and/or the same amount of external experience in a lead role in Business Continuity/Crisis Mgmt and/or Risk function for a financial institution.
Bachelor's Degree; Master's Degree preferred
Experience working with Senior and Executive mgmt in a consultative and/or advisory capacity
Exceptional communication skills, including with respect to developing communication strategies and drafting communications in a crisis response situation
Strong control orientation, analytical skills, attention to detail, critical thinking and problem solving.
Strong interpersonal and indirect influencing skills, with a demonstrated ability to gain the confidence of individuals at various organizational levels
Significant technical knowledge of payment processing systems including: Clearing and Settlement, DPS, VisaNet, VIP (Authorization) and/or Cybersecurity protocols
Ability to question assumptions and present constructive feedback in a professional manner.
Research and manage multiple projects and deadlines simultaneously.
Background and experience with audit and risk practices, as well as interacting and presenting to regulators
Excellent verbal and written skills and a proven track record in project management and facilitation
Willingness to do what it takes to contribute to the success of the team and the success of the team and the company
Advanced working knowledge of MS Office (Word, Outlook, Excel, PowerPoint, SharePoint and Project); heavy experience in data analytics
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