Vice President, Global Risk - Incident Management

Key Responsibilities

Effective Global Recovery Coordination :
Lead functional readiness to engage stakeholders, business / functional leaders, external partners, Global Markets, and Technology Command Center.

Resiliency Leadership with Global Incident Command Center :
Oversight and engagement with Technology Commander Center, Cyber Defense Center, and other teams to triage notification, escalation, and recovery roadmap.

Incident Response Leadership :
Provide strong executive presence and confidence across Pay Pal in actively leading real-time incident management execution in responding to and resolving incidents promptly and effectively. Provide standards and counsel to technical incident management groups (cyber, technology, client incidents) as needed.

Team Leadership :
Build, mentor, and lead a high-performing global team of incident managers and crisis response professionals while fostering a culture of accountability, resilience, and continuous improvement.

Lead ongoing resiliency and readiness exercises across Pay Pal to ensure effective incident management readiness to mitigate impacts.

Drive adoption of advanced incident detection, monitoring, and response technologies, including AI-driven analytics and automation while partnering with cybersecurity, IT operations, and business continuity leaders to strengthen resilience and recovery capabilities.

Continuously evolve the global incident management framework to anticipate emerging threats and industry best practices.

Develop strong processes and effective contingency management plans across response types by crisis event with communication protocols that are tested regularly and effectively.

Ensure communication protocols allow for primary, secondary and tertiary exchanges of critical information in times of crisis with appropriate delegations of authority to the crisis management team and secondary / tertiary leaders when primary executives are unavailable.

Client Support & Enablement :
Maintain a “client first” mentality, prioritizing resiliency, reliability and stability of core Pay Pal business and technology services to ensure resiliency across our global network.

Process Development :
Develop, implement, and continuously improve incident management processes, policies, and procedures.

Stakeholder Communication :
Serve as the primary point of contact for incident communication, ensuring timely and accurate updates to stakeholders, including senior leadership and external counterparts (prudential regulators, clients, etc.)

Responsible for building business unit, operational, and enabling processes by ensuring transparency, consistent Business Impact Assessment severity / impact assessment, rapid resource engagement, appropriate escalation, and timely communication during outages.

Training and Awareness :
Develop and deliver training programs to enhance incident management capabilities across the organization.

Metrics and Reporting :
Establish key performance indicators (KPIs) and generate regular reports to track incident management performance and identify areas for improvement.

Strong regulatory awareness of evolving operational resiliency mandates and insight on critical processes Recovery Time Objectives to ensure ongoing compliance.

Ensure post-incident remediation activities are completed in a timely and complete manner – including integration with Issue Management and Business Controls.

Qualifications

15+ years of global risk management, financial services, and data science with relevant experience in a large-scale, heavily matrixed, high-growth financial services / bank entity.

15+ years of experience in incident management or a related field, with at least 7 years of that experience serving in senior leadership roles.

Demonstrated leadership and effective communication with Board of Directors of financial institutions, including navigating risk assessment and operational resiliency.

Strong technical knowledge of IT infrastructure, cybersecurity, and enterprise operations.

Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.

Expertise in crisis…