We are seeking a seasoned and inspiring leader to head our Client Services Global Incident Management function in Pasay. This role is pivotal in driving operational excellence, team development, and world-class incident response across a 24x7 support model. The ideal candidate will be a confident communicator in English, both spoken and written with proven experience in leading real time incident response teams and high-quality reporting.

Job Description:

• Lead and develop the Pasay-based incident response team, fostering a high-performance culture and supporting career growth.
• Manage the teams 24x7 shift rotation (3 shifts of 2 responders), ensuring coverage at all times, enabling timely and accurate communications to internal stakeholders and clients.
• Demonstrate flexibility in working hours to engage meaningfully with all three shifts, ensuring consistent leadership presence and support across the rotation.
• Maintain a high level of expertise in incident response and consistently demonstrate the ability to perform all core functions of the role
• There may be occasions where weekend on-call is required, such as team sickness or emergency leave. On-call duties involve being available to respond promptly if needed, but do not require active work unless contacted.
• Participate in crisis meetings for significant incidents, working closely with senior stakeholders across the business to coordinate response and communication.
• Maintain proficiency in the team’s operational tasks, ability to perform these tasks during peak demand, resource shortages, or critical incidents to ensure continuity of service.
• Drive execution of the global incident management strategy, aligning team objectives with broader organizational goals.
• Own and evolve the global incident management process, including governance, playbooks, training, and operational standards.
• Oversee the Visa Status Pages and collaborate with senior leadership on roadmap and strategy.
• Serve as the primary escalation point for client-facing incident communications affecting multiple clients.
• Lead cross-functional initiatives to enhance incident response capabilities across Client Services, Technology, Risk, Legal, and Regulatory teams.
• Ensure delivery of service-level commitments and continuous improvement in incident response performance.
• Design and deliver global training programs and simulation exercises to strengthen incident readiness.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• Educated to degree level or equivalent experience (minimum 12 years in the payments or financial services industry, preferably in incident management or operational resilience).
• Exceptional command of English both verbal and written, with a strong ability to write clear, concise, and client-friendly reports.
• Demonstrated ability to lead under pressure, coordinate across functions, and manage complex incidents with clarity and control.
• Deep understanding of incident management frameworks, operational risk, and resilience.
• Experience leading global, multicultural teams and managing shifting priorities.
• Proven track record in delivering large-scale programs and driving process improvements.
• Strong interpersonal and stakeholder management skills, with the ability to influence and communicate at all levels.
• High attention to detail and urgency in delivering outcomes.
• Any familiarity with Visa products and services is a plus.

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.