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 incident response 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:
The role is part of a dedicated global Client Services Incident Response team, based in Singapore, and part of the broader Global Transformation and Business Health 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, as part of a Follow-the-Sun rotation (Singapore/UK/US) ensuring both internal senior stakeholders and client communications are distributed in alignment with our commitments.
- Ability to communicate swiftly technical issues in a client friendly manner.
- 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.
Why this is important to Visa:
Client Services incident response 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, manage both client and internal expectations throughout the incident lifecycle and achieve our client commitments through contractual service levels.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
