Manage crisis-level events efficiently 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-
Be Able to communicate which includes but not limited to: (1.) Client-facing root cause analysis documentation. (2.) Timely, consistent, meaningful updates to leadership and support teams on major incidents including impacts, mitigation, and corrections. (3.) 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 and able to do client facing negotiation skills
Be available on a rotational on-call availability based on team needs and 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
Required qualifications, capabilities and skills
Minimum 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
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
Ability to work independently and develop a creative way to achieve goals
Advanced Excel and PowerPoint skills and Project management skills, Self-starter with excellent analytical and problem–solving skills.