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

The Senior Manager for Global Client Resolution is responsible for leading a team of consultants and subject matter experts, providing necessary support to other operations managers and their respective teams. This role will guide the consultants in the development of new products, services, tools, or scopes, and ensure clear assignment of responsibilities before implementation. In addition, they are tasked with developing consultants as points of contact for escalations and subject matter experts for the operations teams, reviewing and identifying developmental needs of team members.

In terms of business development, the Senior Manager plays a crucial role in identifying new opportunities and leading client engagements. This involves regular interaction with client teams and internal staff, managing project inputs, and data analysis to form conclusions and recommendations. The Sr. Manager is responsible for developing and presenting detailed project reports and collaborating with clients on executing recommendations. Supporting business development activities, they also contribute by writing proposals and outlining new projects. The full range of responsibilities are detailed below.

Key responsibilities

Provide leadership and guidance to a team of consultants, fostering a supportive environment that encourages growth and professional development. Guide consultants as points of contact for escalations and subject matter experts for the operations teams  and identify developmental needs of team members.Lead, manage, and deliver multiple concurrent high-visibility, time-sensitive projects. Direct resources effectively to achieve optimal outcomes and support growth-related strategies, activities, and products.Analyze Visa and client data to conduct benchmarking, identify performance gaps, and pinpoint improvement opportunities. Drive the collection and analysis of information, guiding consultants in researching potential causes and trends, and selecting the most relevant solution.Prepare and present project proposals tailored to client  and stakeholder needs. Oversee project setup and manage projects or processes by coordinating internal resources to achieve objectives.Contribute to and manage execution of regional strategy, operational initiatives, special projects, and client-driven continuous improvement plans. Stay updated with industry and client trends, maintain a strong knowledge of Visa products and services, and encourage consultants to do the same.Identify and analyze processing issues with client impacts. Consistently communicate situational status and resolution, advise on SLA performance both internally and externally, and develop improvement plans to address chronic client problems.Build and maintain strong relationships with Regional, Client Success, Product, and other internal Visa teams. Foster a dynamic interaction between consultants and operations teams, assisting managers in identifying opportunities in case handling and team member performance.Collaborate with consultants to lead the documentation of processes, updates, and calibration discussions. Ensure information is accurately recorded and accessible for future reference and continuous improvement initiatives.Effectively communicate and report progress to senior leadership. Present projects, consultant findings, and recommendations that could streamline or calibrate processes within the Client Resolution teamDrive team to optimize workflows, communication, and hand-offs associated with the various products and programs that this team supports.  Ensure that team documentation is created and updated.  Champion efforts to improve support tools, providing the business rationale needed to secure funding and prioritization of new and enhanced tools and functionality.

Spearhead innovation, process improvement through AI tools and new generation tools for resource optimization and process efficiency.

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. The position also require adaptability to work schedule to meet the demands of business operation hours and team and stakeholders meeting.

Qualifications

Bachelor’s degree with at least 7 years professional experience with at least 5 years leadership experience in managing teams doing global support operations in different channels like chat, calls, emails.

Possesses extensive project management experience, with a proven ability to oversee critical projects from initiation through implementation and ongoing performance monitoring.

Experienced leader with a proven track record of successfully managing teams responsible for implementing new processes and supporting complex programs that entail extensive change management.

Extensive experience in reporting tools, data analysis, process automation, and adaptation to AI tools.

Expert understanding of payment industry and standards like BID, BINS, Authorization, Clearing and Settlement is an advantage.

Servant Leadership mindset and approach, champion for staff and the client.

Executive level interpersonal and communication skills, and proven ability to collaborate and negotiate with and influence customers and staff at all levels.

Analytical mindset with an ability to question status-quo and generate innovative ideas.

Self-starter and a role model with a proven ability to achieve results and lead an effective, high functioning team.

High-level knowledge of Visa’s core platform, payment systems or similar environment, implementation, certification, and configuration processes are a plus

Additional Information

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.