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

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Director of Client Care (site lead) is responsible for operational, financial, program performance at the site leading team of contact center managers and team supporting consumers on behalf of client to deliver world class, high performing customer service operations.  Employee engagement, developing leaders, data-driven decision making to optimize processes, enhancing client experience, and delivering efficiency metrics are must-have behaviors.  A successful leader consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.

In addition, the Site Director is responsible for achieving balanced results in the following areas:  Performance, Talent Development, Collaboration, and Culture. 

• Essential Functions

• Partner with support units (HR, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/ management, onboarding, and succession planning.

• Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process.

• Establish and clearly communicate strategy to management team and provide feedback regarding operations.

• Collaborate with leadership to develop both short and long-term business strategies for the site.

• Follow organization’s policies and applicable legal requirements.

• Responsible for driving continuous client experience improvement and driving employee engagement, development, and career growth.

• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving.

• Inspire employees to be passionate about their jobs, committed to the organization and to put discretionary effort into their work through leading by example, empowerment, defining roles/responsibilities and consistent communication.

• Experience in leading Business Process Optimization leading to enhanced Client and People experience.

• This role will be responsible for managing and developing leaders within the team.

• Promote accountability and teamwork through your leadership and strong communications with all teams.

• This role requires excellent communication and presentation skills to successfully engage and collaborate with leadership, frontline management, frontline associates, and support staff.

• Collaborate with functional groups, product, and technology to further digitalize and optimize Client Care functions.

• Delivery of service level, budget, coaching and documentation (overtime, handle time, etc.) and other key metrics.

• Partner with workforce planning teams to deliver around-the-clock support and ensure sufficient coverage. 

• Actively participate in hiring, onboarding, training and development of support and staff members.

• Strong collaboration with peers, across teams and departments leading projects and achievement of business goals.

• 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.

• Proactively identify operational opportunities and implement recommendations to increase service quality, efficiency, and revenue.

• Build and enhance positive working relationships with key internal stakeholders and Visa vendors.

• Take ownership for own assignments and take the initiative to resolve problems and meet deadlines.

Qualifications

Basic Qualifications
12 -15 years of leadership experience in the field of contact centers, operations and client care, with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD)
Preferred Qualifications
Strong leadership experience and experience of team start up and culture setting.
Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, et al.).
Excellent time management, organization, and planning skills are essential.
Proficient at setting priorities, influencing others, and managing client expectations.
Demonstrated success in stakeholder relationship management.
Self-starter with a demonstrated ability to achieve results as part of an effective team.
Ability to effectively prioritize and multi-task under deadlines.
Excellent verbal, written, presentation, and interpersonal skills are required.
Excellent writing and documentation skills with the ability to briefly describe business requirements for clients.
Ability to work transparently in a high-trust, people-centric environment required.
English & Spanish proficiency

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.