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.

Job Scope

This role leads a team of 5-8 account managers/senior account managers providing support to commercial issuers in the Americas. This role will interact proactively in an ongoing basis with Product Management offices, as well as respective Operations and 3rd Party Support teams. A significant amount of time will be spent managing escalations and setting client expectations for resolution. This is an operational director role responsible for upholding department strategy and creating an environment where team members can be successful advocates for the business.

This role will build a strong and cohesive team by providing leadership through coaching, motivating, and goal setting.

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 Account Management staff, 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 or back office operations and the team.
• 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.

• Bachelors/Degree required. MBA a plus. Minimum of 10 years progressively responsible experience in customer service or technical support role in financial services, software or information services industry with 5 years management experience preferred. 
• Experience with supporting or configuring back office financial applications, such as Concur, SAP, Fraedom, etc. 
• Experience working with a CRM solution, such as Microsoft Dynamics, Salesforce, etc. 
• Ability to set priorities and manage customer 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, fast-paced 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 proficiently
• Expertise in using standard MS Office tools (e.g., PowerPoint, Excel, MS Project, Word, etc.). 
• Familiar with concepts, practices, and procedures in network processing.
• Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers.
• Strong project management skills.
• Excellent organization, time management, and planning skill are essential.

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

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