Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What the Senior Director of Arbitration Services does at Visa:

Visa's dispute resolution process provides a framework to correct errors and resolve transaction disputes arising from violations of the Visa Rules. In arbitration, Visa reviews all information and documentation involved and decides which party is financially liable for the disputed transaction.

The Senior Director role requires management of a team of Arbitration and Compliance specialists who adjudicate several hundred million dollars in cases annually for our Global clients. This role will ensure any dispute resolution rule changes that are sponsored by the Dispute Resolution Management Team are implemented and case adjudication polices meet the Global Market needs.

This role requires knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional senior leadership across Client Services, Risk, Sales, Product, and others to address any NA client Dispute Resolution Issues.  This position operates at senior level internally and externally with clients and demonstrates breadth of knowledge of Visa’s dispute resolution rules and system.  It requires a client-focused mindset, the ability to achieve results through directly managed and matrixed staff, engagement with executives, and the ability to drive change in a highly matrixed cross-functional organization. 

This role requires the ability to continuously solve for undefined and unique problems that impact clients financially. Visa Dispute Resolution Management is a critical area of the company focused on delivering world class dispute resolution services, including assignment of financial liability for approximately 100K arbitration cases annually.

The ideal candidate will be self-directed, analytical and a strategic thinker with experience in client management, project management, technical support, new service delivery and have experience in the payments industry. Candidate must have strong written and verbal communication skills be able to build networks and foster relationships across Visa cross-functional leadership and clients.

This position is responsible for building a cohesive, high performing team by providing leadership, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures.  The Senior Director will ensure all service level objectives are met consistently, execute a strategy to expand arbitration services to other markets and increase dispute resolution educational efforts to ensure clients have what they need to make the best dispute resolution decisions.

Key Responsibilities

This position has overall responsibility for managing the Global Arbitration and Compliance case Adjudication function. Responsibilities include the following:

• Set Global Team Priorities to ensure Global Case Adjudication SLOs are met-
• Meet with the Global Arbitration Team weekly to ensure they are highly engaged and understand the strategic direction of your business
• Provide Monthly metrics on trending within the Global function and speak to ways in which the process could be streamlined and automated to create better efficiencies
• Look for ways to expand revenue with new and exciting services
• Ensure the case adjudicators have the most up to date policies and procedures and that those procedures are updated on an annual basis (or more frequently if needed
• Ensure there are zero losses as a result of an Arbitration case error
• Proactively identify trends in the Global Market that might require Dispute Rule changes or impacts the overall dispute strategy- work with the DRM Strategy Head to implement them
• Proactively look for client training and educational opportunities that arise from the Global Arbitration work queue trends and work with the DRM Training and Communications Head to implement them
• Adjudicate Arbitration and Compliance cases up to $100,000 and assist team with SLOs as required
• Ensure any Audit findings are resolved quickly and are not repeated
• Act as Subject Matter Expert for all things Dispute Processing and Arbitration related  
• Conduct staff performance reviews, provide feedback, coaching and direct the professional development of your team
• Provide support on special projects to the DRM leadership team, as needed

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Basic Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD.  
• Bachelor’s degree or equivalent experience. Requires extensive experience in financial services or payment card services.  
• Advanced understanding of transaction processing, including authorization, clearing and settlement; card technologies, including Token, chip/EMV; ATM Services, and industry players including acquirers, issuer, processors, agents, merchants and cardholders.  
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.  
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.  
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.  
• Experience with process documentation and statistical analysis.  
• Working knowledge of Microsoft Office.

Preferred Qualifications:

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience.  
• Extensive experience in the Card or Financial Business with concentration in dispute processing, issuing support, merchant acquiring, back office and banking operations, as well as demonstrated advanced people-management skills.  
• Extensive knowledge of Visa rules and regulations.  
• Working knowledge of Visa Resolve Online.  
• Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts.  
• Proficiency providing technical and consultative support to external customers and identify business needs.  
• Excellent verbal, written, presentation and interpersonal skills.  
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.

You will be a part of:

As part of the leadership team, you will get opportunity to work on strategically important projects for clients and Visa.

• Leadership of the Dispute Resolution Management team responsible for all things dispute resolution for clients globally.  
• Lead the team to leverage tools and expertise to develop solutions to increase service quality, revenue and efficiency for clients.  
• Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives.

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.