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.

POSITION SUMMARY

The team provides identity & access management support to issuers, acquirers, processors, merchants and Visa employees worldwide using Visa Access, Visa Developer Platform & Visa Partner Portal utilizing CRM tool to track daily work and other related services.

JOB SCOPE

This position is responsible for managing a unit within a department and responsible for providing direct guidance to professionals and supervisors. The manager is responsible for the day to day operations as well as the main point of contact with the business office. This position ensures implementation of annual plans, goals and staff development.

 RESPONSIBILITIES

 ·      Manage day-to-day responsibilities for a team of professionals who provides customer service and technical support to Visa client institutions.

·      Provide first line of escalation for issuers, acquirers, processors, merchants and internal Visa stake holders on all supported product and software applications, usage, and functionality, ensuring client understands best practices.

·      Works directly with clients and internal Visa stake holders to build relationships and act as a liaison, presenting customer with opportunities and solutions to their challenges.

·      Support client’s initiatives and escalates issues to the correct point if contact.

·      Ensure service levels are attained and aiming to exceed customers’ expectations.

·      Manage all staff issues, including staffing selection, goal setting, annual reviews, and compensation planning and career development.

·      Assist in developing and managing short to longer term tactical and strategic customer service support initiatives.

·      Improve work processes, procedures and system while reducing Visa’s exposure to financial loss.

·      Represent customer service organization on cross functional projects of moderate complexity and work towards achieving customer and key stakeholder acceptance of deliverables.

·      Measure overall support effectiveness and quality through customer service metrics and maintain standard of the Visa brand.

·      Responsible for the team compliance with the maintenance and managing of access controls of supported services.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

BASIC QUALIFICATIONS:
•4 years of work experience with a Bachelors Degree or at least 2 years of work
experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of
work experience with a PhD degree
•Proven record of establishing and implementing objectives and tactical plans
from overall direction and strategy to execution.
•Proven to comprehend and translate technical issues into business concepts
providing solutions to multiple levels internally and externally.
•Effective professional verbal and written communication skills and solid
presentation skills.
•High level of analytical skills.
•General understanding of the products and services, news, systems and
operations, risk management tools, and marketing information available
through different web portals.
•Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint,
Word, Visio, etc.).
•Demonstrated strong leadership capabilities and interpersonal skills.
•Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
•Self-starter with a demonstrated ability to achieve results as part of an
effective team, and ability to effectively prioritize and multi-task under
deadlines.
•Spanish required, Portuguese a plus.

PREFERRED QUALIFICATIONS:
•7-10 years of work experience with a Bachelors Degree or 6 years of work
experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of
experience with a PhD.

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.