Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

THIS IS NOT A SALES POSITION

This role leads a team of 4-6 senior analysts and analysts providing Risk support to Visa clients throughout the US, Canada, and LAC geographies. The team will provide support for the Visa/DPS product suites: Visa Risk Manager (VRM), Visa Strategy Manager, Compromised Account Management (CAMS), Risk Service Manager (RSM), and Falcon.

This role can also expand into providing support for new products/services requiring skill sets similar to
this team.

The role provides leadership and direction in client service areas such as BAU support, identifying/implementing operational opportunities, highlighting enhancements, and
training. The role also has a strong input into product direction through frequent interaction and liaison with the Product Office and sales teams.

Responsibilities

• Lead and motivate an organizational team of professional managers that provide account management, technical support and customer service to Visa client institutions.
• Achieve operational objectives through recommendations to strategic plans and reviews including preparing action plans; implementing production, productivity, quality, and customer-service standards; identifying trends; and resolving problems.
• Implement and provide guidance related to processes and policies, oversees the work of Analysts, and works with other department leaders to define, prioritize, and develop projects and programs.
• Act as an escalation point for the team and serve as a liaison between senior management and the team.
• Establish department strategy in line with broader corporate and customer service objectives and goals.
• Manage all staff issues, including staffing selection, training, goal setting, coaching, annual reviews, compensation planning and career development.
• Utilize customer service metrics to identify opportunities for continuous improvement.
• Develop, motivate, and challenge individuals and teams.
• Provide leadership for complex cross regional/functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
  
• Involved in complex problem resolutions that have a broad impact on the business. Consistently communicate situational status and resolution both internally and externally.  
• Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.
• Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
• Meet financial objectives by forecasting requirements and preparing an annual budget, including scheduling expenditures, analyzing variances and initiating corrective actions.
• Education and best practices sharing of new initiatives to business partners, Visa staff, and clients. 

• Bachelors/Degree required. MBA a plus. Minimum of 5-8 years progressively responsible experience in customer service role in financial services, software or information services industry with 5 years management experience preferred.
  
• Strategic thinker with ability to represent technical and business issues and solutions to multiple levels internally and externally to support organizational plans.
• Ability to set priorities and manage stakeholders expectations internally and externally, and work both as part of a team and independently.
• Excellent presentation, verbal, written, and interpersonal skills.
• Exhibit advanced planning, organizational and problem solving skills.
• Demonstrated strong leadership capabilities and relationship management skills.
• Proven abilities in negotiating with and influencing customers and staff at all
  levels.
• Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Bilingual abilities are a plus: able to read, write and speak Spanish or Portuguese  proficiently.
• Expertise in using standard MS Office tools (e.g., PowerPoint, Excel, MS Project, Word, etc.).
• Familiar with concepts, practices, and procedures in fraud detection/application support. 
• Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers.
• Strong Account Management skills.
  
• Excellent organization, time management, and planning skill are essential.
• Proficient in performing casual analysis to identify changes to improve processing performance and/or client profitability.
• Knowledge of the following is a plus: Visa Risk Manager (VRM), Visa Strategy Manager, Compromised Account Management (CAMS), Risk Service Manager (RSM), and Falcon (5.2C & 6.4) .

All your information will be kept confidential according to EEO guidelines.