Senior Manager

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 Client Care Dispute Senior Manager will support a diverse team of leaders (managers, team leads, analysts) who lead the production dispute associates. This position works closely with work force management and command center teams to ensure the team is staffed appropriately, as well as training to provide recommendations for new hire, upskill, and refresher training as needed. Carefully monitoring workloads, SLA timeframes, and employee sentiment, this leader will ensure the team meets operational targets. Candidate will establish processes for efficient completion of Prepaid, Debit, and Regionals disputes in order to maximize resource utilization rates and Client recoveries. Senior Managers will have responsibility for overall team, line of business, and site results including SLAs, recoveries, productivity, quality, attendance, write-off, employee engagement and career pathing, rewards and recognition. Candidate will work closely with Senior Directors, Directors, and Senior Managers from other sites to ensure consistency of processes as well as meeting objectives and key results as one team.

Qualifications

Basic Qualifications
 7+ years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
Preferred Qualifications
 7+ years’ experience working in a merchant acquiring, card issuing, or back-office banking environment, and a minimum of 4 years of experience in a dispute resolution management or loss recovery role
 5+ years’ experience leading high performing teams in a complex, evolving environment
 Comprehensive knowledge of Visa’s International Operating Regulations, industry trends, and industry best practices or Network Operating Regulations
 Able to convey the meaning of these regulations in a meaningful and comprehendible way
 Comprehensive knowledge of US Federal Regulations E and Z
 Proven track record for making sound business decisions, managing both short and long-term goals, and achieving high quality operational results and customer commitment
 Qualified individual will possess the initiative and judgment to ensure customer expectations and service levels are exceeded
 Exceptional verbal, written, and interpersonal communication skills are required
 Highly proficient at managing and presenting ideas through the use of desktop tools, Microsoft Word, Excel, and PowerPoint
 Capable of making sound business judgments in a fast-paced, dynamic environment
 A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency

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.