Requisition ID: 233233
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Senior Manager, Payments Incident Response & Resiliency is responsible for leading the global response to payments systems incidents, focused on executing effective strategies and tactics, to ensure rapid recovery and minimal disruption to clients and the Bank’s operations. This role drives the execution of the Bank’s payments resiliency framework, coordinates cross-functional teams during outages, and supports continuous improvement through root cause analysis, operational enhancements, and proactive risk management. Fluency in English and Spanish is essential for effective collaboration with international stakeholders. The position requires strong leadership, deep knowledge of global payment systems, and the ability to navigate complex, fast-paced environments.

IS THIS ROLE RIGHT FOR YOU? IN THIS ROLE YOU WILL:

• Lead and manage the incident response process for payment applications, including timely identification, classification, prioritization, and resolution of payment-related incidents. Coordinate cross-functional recovery efforts using established containment and recovery playbooks.
• Communicate clearly and effectively with international stakeholders and clients, prioritizing transparency and minimizing client impact.
• Lead and develop a high-performing incident response team with strong technical, analytical, and communication skills. Foster a collaborative team culture that promotes continuous learning and operational excellence.
• Execute and evolve a global payments resiliency framework, including readiness for outages, and systemic disruptions.
• Identify and deliver operational change proposals to improve recovery capabilities and prevent future incidents.
• Assist in the documentation of end-to-end payment journeys and operational capabilities aligned with target-state processes, and drive identification of improvements across people, processes, and technology.
• Promote Risk Management & Compliance Ensure operational controls align with frameworks related to risk, compliance (AML/ATF), and business conduct.
• Apply a data-driven approach using KPIs and metrics to evaluate incident trends and resiliency improvements.
• Collaborate Across Global Teams: Partner with stakeholders across Business, Operations, Finance, Compliance, AML, and Technology to enhance global payment efficiency. Leverage English and Spanish fluency to coordinate incident response across multiple geographies and regulatory environments.

DO YOU HAVE THE SKILLS THAT WILL ENABLE YOU TO SUCCEED IN THIS ROLE? WE’D LOVE TO WORK WITH YOU IF YOU HAVE:

• Bachelor’s degree in Business, Engineering, Computer Science, or related field.
• Fluency in both English and Spanish—verbal and written.
• 5+ years of experience in payments operations, incident response, or operational resiliency.
• Proven ability to lead in high-pressure environments and manage technical teams.
• Expertise in high-value and low-value payments systems, including:
• High-value: SWIFT, ISO20022, Wire Payments, FMI, RTGS models.
• Low-value: ACSS, EFTs, ACHs, bill payments, Interac, real-time payments.
• Experience working in or with capital markets functions (e.g., FX, settlement, reconciliation).
• Strong analytical, communication, and stakeholder engagement skills.
• Agile mindset with experience in process improvement and transformation initiatives.
• Knowledge of risk management and regulatory frameworks related to operational and compliance risk.
• Proven leadership, collaboration, and presentation skills.