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.

The Director will provide leadership, strategic direction, and management of the DPS Fraud and Risk Response Client Services Team.  This individual will lead a team of Risk Advisors responsible for rapid second-level client-facing fraud and risk response support including management and mitigation of fraud and risk events.  The team leads the end-to-end management of complex fraud and risk events and serves as the Risk application experts that drive new product adoption, executes application upgrades and enhancements, and engineers and implements complex rules.  In addition, this team influences DPS revenue through new Risk Product discussions and adoption, ad-hoc consulting engagements, and client sales support. 

Essential Functions

• Provide leadership, creativity, and strategic guidance to enhance the DPS Fraud and Risk client experience by ensuring all necessary tools, procedures, documentation, and staffing are in place to support successful scalable solutions and processes
• You must be customer centric and build a performance-based culture focused on outcomes and key results
• Stay current with industry and client trends (e.g. risk, regulation, fraud) while maintaining strong knowledge of Visa and Visa DPS products and services
• Plan and monitor workflows to continuously improve processes and business performance with the goal of increasing efficiencies and reducing operating costs
• Work cross-functionally and collaborate with DPS Product, Technology, Client Success and other cross functional partners to deliver a seamless client experience and best outcome for our clients
• Identify and drive cross-functional process improvement initiatives to improve internal procedures, systems, and/or client experience
• Leverage client and market insights, KPIs and business priorities to identify areas where continuous improvement can be applied, oversee the implementation of the change, and measure the level of improvement. This includes but is not limited to workforce planning and the client experience
• Act as the client escalation point of contact for issue resolution

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.

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.