Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

This is an operational leader role responsible for a cross-functional unit dedicated to Debit Processing Services. This role provides leadership to managers, and/or professional staff. Responsible for developing departmental plans, including business, production and/or organizational priorities, staff development planning, supporting Senior Management in defining and enhancing servicing model, Budget planning, working closely with Client Services in new implementations and working with clients to ensure customer service satisfaction.

The specific area of responsibilities at this site delivers a comprehensive suite of services in English and Spanish to Consumers primarily in the US, for Prepaid and Risk Services including: Payroll, Gift, General Purpose Reloadable cards as well as card Lost/Stolen, Activation and Fraud Prevention Services Account Inquiry related Services 24X7.

In this role, you are expected to:

• Lead new Client and Service implementation efforts.
• Lead and motivate an organizational team of call center managers responsible for the day-to-day operational functions at a customer care center.
• Develop and maintain department understanding of customer´s needs and strategies in order to set organizational direction and create opportunities to achieve Visa Inc.´s objectives.
• Establish unit goals, objectives, performance standards and measurement criteria to achieve and increase service quality and operational efficiency.
• Build and enhance relationships through cross-functional and cross-regional interaction and collaboration to develop and implement tactical and strategic processing solutions.
• Challenge existing processes, improve methods and pursue new ways of increasing the value of all support services throughout the organization.
• Accountable for budget preparation and administration, resource planning and allocation as well as driving organizational adherence to information and security control guidelines.
• Manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning and career development.
• Establish department strategy in line with corporate and customer service objectives and goals and support Sr. Leaders in developing broader call center strategy.
• Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
• Implement emergency procedures and direct work when emergency situations arise.

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

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 12 or more years of relevant work experience in the Financial Services industry and/or Customer Service environment
• 5 or more years of Leadership experience, including leading other people leaders
• Track record of a Customer Service focus
• Advanced understanding of contact center efficiency levers (e.g. Service Level Agreements/Objectives, Occupancy, Shrink)
• Extensive experience in client implementations of products or services
• Demonstrated teamwork and relationship building skills, leading by influence and example
• Experience creating and/or implementing engagement strategies leading to improved employee performance and retention
• Proven ability to coach, develop and support individuals on high-performing and cross-functional teams
• Excellent verbal and written communication skills
• Ability to apply analytical and strategic thinking to effectively make decisions, influence others and resolve conflict
• Experience with process improvement, transformation and/or change management initiatives
• Flexibility in work schedule to provide support to operations during evenings, overnight, weekends and holidays as needed.

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 124,500.00 to 162,000.00 USD per year, 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.