About Visa:

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. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages 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 Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Senior Director, Client Services (CS) Risk and Compliance position is suited for a seasoned leader with strong leadership experience in compliance, risk and technology audits.  This position reports to the Vice President responsible for CS Compliance and will be responsible for managing the Global Call Center Recording and Monitoring (GCCRM) Program, one of Visa’s Substantive Compliance Program Area that applies to all Visa proprietary and outsourced call centers. 

The main objective for this position is to help ensure call centers meet legal and regulatory requirements for various applicable call recording/monitoring and data privacy laws. The selected candidate will lead a cross-functional effort to implement an approved Call Center [NA1] Oversight Framework across applicable call centers.  In addition, the successful candidate will assist the CS executive leadership in assessing risks across Client Services. 

Global Client Services is a diverse organization that works with Visa Issuers, Acquirers, Processors, Merchants and cardholders on behalf of their clients globally to deliver the support for Visa products and services.  The CSS group includes diverse functions such as Franchise Management, Account Management, Operating Rules & Regulations, Arbitration and Compliance, Dispute Resolution, Contract Management, Analytics and Reporting to name a few. The successful candidate will also assist the VP Compliance to lead a team of professionals and work in a cross-functional organization to support internal, external and regulatory audits (e.g., FFIEC, GLBA, PCI etc.). 

Prior experience in payment systems risks and a deep understanding of various financial and regulatory controls that apply in client support services, customer service and/or contact center is highly desirable.  Experience in audit and compliance is helpful.

In the context of GCCRM program, this position will be responsible for working across multiple internal and external teams to implement a set of call center controls that measures the effectiveness and maturity of call center recording / monitoring environments. Conducting periodic Risk Assessments for call recording privacy laws, remote and face-to-face when required, to help ensure compliance to the call recording policy. Partnership with Director to serve as liaison/advisor for cross-functional internal clients advising on best options to respond to the latest changes in internal standards or external global regulatory requirements for call recording and monitoring. Partner with key stakeholders: Such as Legal and Global Compliance to implement, a framework, which reduces risk and helps to ensure on-going compliance within an evolving legal and regulatory landscape. Conduct Training and Awareness regarding call-recording policy.

Principle Scope, Responsibilities and Key Results Areas: 

• Assist executive Steering committee representing CS, Legal, Enterprise Risk, Compliance and Supplier Risk Management organizations in appropriate oversight of proprietary and outsourced call centers.  The oversight framework is designed to lower the residual risks associated with call centers
• Lead global cross-functional team to ensure full compliance to GCCRM and other applicable Visa policies by call centers and business owners globally
• Working with other key members of the team, provide support for Audit, Security and Compliance activities related to the call centers within the scope of the applicable Visa policies
• Perform assessments of the focus areas including review of existing processes and procedures, adherence by staff and make recommendations to improve internal controls and compliance
• Apply knowledge of multiple card payment business areas including Transaction Processing, Risk Management, Product and Industry Participants (Acquirer, Issuer, Agents, Merchants and Cardholders) when carrying out project activities.
• Continually attain industry knowledge, practices, concepts and strategies
• Take prompt and decisive action in reporting and resolving risks
• Provide feedback and business requirements to various Contact Center, Product, and Technology teams when necessary to enhance internal controls and protect cardholder information 
• Demonstrate leadership and ability to negotiate effectively with management, internally at Visa, and externally with Clients and Vendors
• Make recommendations to improve or implement technology solutions that reduces fraud risks in the contact center
• Manage communication with multiple levels of staff and senior management effectively
• Assist various stakeholders within GCCS to implement recommendations from Audit, Security and Compliance reviews 
• Ensure Visa’s policies including Key Controls & Technical Security Requirements are followed by contact centers.

• Bachelor Degree required, Master’s Degree or MBA preferred
• Minimum of 15 years of progressive experience in related fields; 5+ years experience in Audit, Risk or Compliance in financial industry generally or a call center a big plus
• Professional current certification such as CIA, CISA, CISM, CRISC a strong plus
• Current relevant experience in Compliance and Risk areas is required with working knowledge of GRC tools a plus
• Experienced, results-oriented transformational leader
• Superior oral and written communication, presentation and project management skills
• Self-Motivated, and able to work independently as well as on a team
• Proven financial acumen
• Experience shaping and delivering defined strategies
• Demonstrated strong leadership capabilities and interpersonal skills.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
• Demonstrate broad security and compliance knowledge across common industry policy bodies. These may include PCI, FFIEC, SSAE18, SOX, ISO, COSO, COBIT, and others
• Extensive knowledge in fraud prevention methods and detection tools desirable but not required
• Risk Management experience with traditional and alternative payment methods
• Experience in mitigating online fraud, such as account takeover, phishing, online card testing, etc. is desirable.
• Excellent oral, written, and presentation skills with an ability to clearly communicate using Microsoft Word and PowerPoint documents
• Ability to build consensus across disparate views and organizations through excellent communications skills
• Knowledge of risks related to contact center channels (mobile, Social Media etc.) and emerging payment technologies a plus
• Creative, team-focused problem solving skills with drive for deadline completion
• Must be extremely flexible and able to manage multiple tasks and very short deadlines
• Domestic and/or international travel may be required
• Location is either Miami or Manila, Philippines. Ideal internal Visa candidate based in another Visa location may be considered. This position is not eligible for relocation.

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

“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.”