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.