Company Description
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.
Job Description
POSITION SUMMARY
The team provides client support to issuers, acquirers, processors, merchants and Visa employees’ worldwide using the Visa Online (VOL) web based tool, build in applications, CRM tool to track daily work and other related services.
JOB SCOPE
This position is responsible for managing a team within a unit and responsible for providing direct guidance to analysts. The manager is responsible for the day-to-day operations as well as contributing to the daily volumes as required. This position ensures implementation of annual plans, goals and staff development.
RESPONSIBILITIES
- Manage day-to-day responsibilities for a team of analysts who provide customer service and technical support to Visa client institutions.
- Acts as the primary overseer of all BAU operational activities, ensuring accuracy and accountability throughout the schedules.
- Contributes to BAU activities as required to ensure service levels are met.
- Provide first line of escalation for issuers, acquirers, processors, merchants and internal Visa stakeholders on all supported product and software applications, usage, and functionality ensuring client understands best practices.
- Supports management with any internal projects designed to improve processes and gain efficiencies.
- 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.
- Assists management in developing and managing short to longer-term tactical and strategic client service initiatives.
- 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. 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.
Qualifications
Basic Qualifications
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
Preferred Qualifications
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Typically requires a minimum of 5-7 years’ experience in a customer service or technical support role in the financial or information service industry with minimum of 3 years management experience preferred.
- 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.
Additional Information
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 62,400.00 to 85,800.00 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.
