Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Requires a working people manager that provides leadership and direction to a team responsible for providing support to NA Visa clients for Visa NA Core and Risk Products. Advanced payment processing knowledge is preferred with understanding of the full payment processing cycle.

Essential Functions

Lead complex cross-functional client service delivery initiatives and work towards achieving client and key stakeholder satisfaction/acceptance of deliverables.Proactively identify operational opportunities and implement recommendations to increase service quality, optimization and efficiency.  Hands on working and serving as an escalation point for complex issues encountered by team members. Act as a mentor and train team members. Report and promote customer project accomplishments and deliverables to management.  Build and enhance positive working relationships with key Visa Product staff, Technology and internal stakeholders.  Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support. Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and ensure the client perspective is represented within the organization. Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on OLA performance both internally and externally and develop improvement plans to address chronic client problems. Support all Visa mandates and provide after-hours support as needed. Collaborate with Product and Readiness teams to identify additional business opportunities. 

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhDBachelors Degree or equivalent experience with minimum of 10 years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required.Demonstrate strong leadership capabilities and interpersonal skills to manage team and client expectations.Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.Experience using standard MS Office tools including Excel, PowerPoint, Word, etc.Experience using Generative AI tools a plus.Excellent time management, people management, organization, and planning skills.Ability to comprehend and translate complex technical issues and apply to business solutions.Able to successfully set priorities, influence others, and manage customer expectations.Demonstrate success in customer relationship management.Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.Excellent verbal, written, presentation and interpersonal skills.Strong project management skills.Demonstrated ability to articulate complex technical terms or processes into business language.Manage Capacity Planning for team and analyze case volume using Dynamics.Proven experience in leveraging Generative AI tools to enhance individual performance and drive process efficiencies within their team.Strong ownership mindset with an innovative and collaborative approach, driving continuous improvement and fostering teamwork.High adaptability to new technologies and a willingness to continuously learn and integrate emerging tools and methodologies.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.