Responsibilities
- Efficiently manage crisis-level events from beginning to end, including assessment and communication of impact to internal and external clients
- Engage in a variety of ad-hoc duties advocating on behalf of the client experience
- Participate in major incidents, technical bridges, and serves as the primary point of contact to digest the information and communicate to our internal business partners-
Communications include but not limited to:
- Client-facing root cause analysis documentation
- Timely, consistent, meaningful updates to leadership and support teams on major incidents including impacts, mitigation, and corrections
- Tangible assessment of Crisis Management scope of work and continuous improvements via Executive level presentations
- Collaborate with Technology and Operations partners on large scale, complex issues
- Process complex, highly technical incidents unfolding real-time in a fast-paced environment and simultaneously provide meaningful, concise field updates in a business-friendly language
- Hold Office Hours (audience of 200-300 cross-LOB) providing business status updates and additional impacting workstreams
- Manage client contractual SLA tracking, reporting and penalty assessment
- Effectively draft, read, and interpret legal documents
- Excellent client facing negotiation skills
- Rotational on-call availability based on team needs
- Demonstrate discretion and high integrity managing sensitive issues and consumer data
- Exhibit superior ability to structure and scope complex problems with managing (sometimes competing) workstreams that may span several months
Skills and Qualifications
- 3+ years client interaction experience
- Demonstrated excellence in ability to communicate effectively to multiple levels of management, both written and verbal (a writing sample may be required as a part of the candidate selection process)
- Exceptional judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines
- Strong knowledge of the merchant services industry, products, and services with a strong technical acumen
- Demonstrated experience collaborating with multiple teams and coordinating across multiple lines of business
- Possess strong critical thinking skills, sound judgement, organizational skills, and sharp analytical skills
- Ability to effectively manage multiple priorities in a fast-paced, high pressure environment
- Strong self-starter who can proactively engage a virtual, cross organizational team without formal direction
- Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership-level audience
- Self-starter with excellent analytical and problem–solving skills.
- Ability to work independently and develop a creative way to achieve goals
- Advanced Excel and PowerPoint skills
- Project management skills