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.

Job Description

Global Client Services CS 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.  CS includes the Value Added Services function which is comprised of several business units that support the structural foundation of the Visa Payments network.  Services, including DPS Client Services, CyberSource Client Services, Dispute Resolution, Client Contract Management, and Platform Operations, are provided to clients to ensure the safety, security and integrity of the payment system and to support Visa clients in the development of their electronic payments business.  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

Job Scope

This position leads and is responsible for the coaching and development of a team of Dispute Consultants. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must have behaviors.  A successful manager consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.  World class service towards engaging and supporting client objectives and programs rounds out the Sr manager role. 

Responsibilities

• Partner with Dispute Resolution Management senior management and other key stakeholders with input and feedback for global alignment of deliverables
• Deliver world class customer service through monitoring and coaching team performance and objectives
• Champion a world class Employee and Customer experience
• Collaborate with Dispute Resolution Management senior management to help assess and promote training opportunities
• Proactively identify opportunities and implement recommendations to increase production or efficiency of Arbitration Services
• Adjudicate on both regional and global Arbitration and Compliance cases.
• Ensure there are zero losses as a result of an Arbitration case error
• Ensure any Audit findings are resolved quickly and are not repeated
• Provide Clients and Visa staff with accurate information and analysis of dispute resolution regulations and ensure Service Levels are met.
• Provide Clients and Visa staff with accurate analysis of dispute resolution performance metrics and data, when required.
• Provide strategic support to product teams for development of new arbitration services
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data driven Decision Making – interpret and synthesize data for problem solving. Analyze contact center data and prepare reports
• Promote employee Engagement & Collaboration
• Coaching, Mentoring and Governance: Facilitate career development among team members. Partner with Teammates to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Teammates. Develop Team Leads. Evaluate staff effectiveness and performance annually and on an as need basis.
• Delivery of service level, budget, coaching and documentation (overtime, handle time, etc) and other key metrics
• Ensure Attendance and Adherence expectations are met
• Partner with workforce planning teams to deliver support and ensure sufficient coverage 
• Actively participate in hiring, onboarding, training and development of support and staff members
• Goal setting with peers to achieve business results – develop monthly, quarterly and annual call center goals and action plans
• Partner across teams and departments for process improvement initiatives. Execute and deliver cross functional projects (end to end) at the most efficient way without negative impact on the quality of delivery.
• Demonstrate willingness and ability to lead through small scale process improvement and business initiative projects, with impact to overall efficiency and productivity.
• Strong collaboration with peers and team members leading projects and achievement of business goals. Execute and commit to a course of action targeted on people, client/customers, and profitability.
• Ability to drive business goals by providing guidance to peers and other sub function leaders within the business.
• Participate in and lead customer experience calibration sessions and team meetings to ensure flow of communication
• Demonstrate and model Visa behaviors – Visa Leadership Principles
• Execute Leadership strategies and tactics to drive performance and achieve business results
• Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment.
• Flexible in the event of schedule change requirement   willingness to work a flexible schedule to include potential rotations of overnight, split shift, weekends, holidays and overtime based on business need.
• Willing to Work Full Time On site and occasionally Temporary Work from Home or Hybrid Schedule, depending on the business requirement.
• Sr. Manager must remain in the position for at least 24 months. Managers are expected to have flexible schedules as the business need may change. 

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.

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Minimum of 3 5 years of Leadership experience.
• Self driven and highly motivated
• Demonstrated teamwork and relationship building skills, leading by influence and example.
• Established engagement strategies leading to improved performance and employee retention.
• Proven ability to coach individuals. Ability to develop, support, and retain a high performing team.
• Excellent verbal and written communication skills
• Tested Project Management/Organization skills Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership skills.
• Aptitude to work with group or independently to achieve individual, team and company goals.
• Demonstrated ability to improve process leading to improved customer and/or Teammate experience
• Solid Organization Transformation and Change Management strategies
• Demonstrated decision making skills
• Addressing and influencing negative behaviors
• Extensive experience in the Card or Financial Business with concentration in issuing support, merchant acquiring, back office, and banking operations with focus on dispute resolution
• Detailed understanding of transaction processing, including authorization, clearing and settlement, and industry players including acquirers, issuer, processors, agents, merchants and cardholders.

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 121,000.00 to 157,300.00 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.