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Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Company Description

Client Support Services CSS 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. In addition to support client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. 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.

Very few companies can offer its employees the global reach that Visa does. That’s the power of Visa’s My everywhere, a big brand with limitless possibilities. Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world. Visa was recently recognized by Forbes as one of the Best Employers in the U.S. and Fortune magazine highlighted us as one of the World’s Most Admired Companies. Everything we do is driven by our leadership principles Lead by Example, Communicate Openly, Enable and Inspire, Excel with Partners, Act Decisively, and Collaborate. 

The Client Care contact center manager will be part of our World Class Customer Support team where you will be responsible for leading a team supporting card holder’s needs on a variety of Visa products via inbound phone calls. You will complete work according to defined policies and procedures while delivering a positive customer interaction.

Job Description

This position leads and is responsible for the coaching and development of a team of customer service representatives. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must have behaviors. This role will spend 25 to 50 per cent of time on leading engagement and communications strategy for DPS Client care. A successful manager consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience. World class service towards engaging and supporting client objectives rounds out the manager role.

SPECIFIC RESPONSIBILITIES WILL INCLUDE

• Deliver world class customer service through monitoring and coaching teammates Best in Class
• Champion a world-class Employee and Customer experience Issue Resolution, Customer Centricity and Employee Engagement
  • Core Skills and Competencies Focus on Issue Resolution, Technical Aptitude and Data driven Decision Making interpret and synthesize data for problem solving. Analyze contact center data and prepare reports
  • Promote employee Engagement and Collaboration
  • Coaching, Mentoring and Governance: Facilitate career development among team members. Partner with Teammates to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Teammates. Develop Team Leads. Evaluate staff effectiveness and performance annually and on an as need basis.
  • Delivery of service level, budget, coaching and documentation, overtime, handle time, etc and other key metrics
  • Ensure Attendance and Adherence expectations are met
  • 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
  • Goal setting with peers to achieve business results develop monthly, quarterly and annual call center goals and action plans
  • Partner across teams and departments for process imrovement initiatives
  • Strong collaboration with peers and team members 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.
• Lead creation and execution of the DPS engagement and communications strategy, as well as the program development and multi faceted communication channels of the developed strategy sites include Miami, Austin, with strong partnership with onsite leaders in Manila
• Be hands on in the development of messaging and other materials for priority initiatives, crisis communications as needed
• Understanding of Knowledge management and ability to advise, create process and support delivery of strategy.
• Ensure that the communications strategy aligns internal and external messaging, branding priorities, the social mission, and corporate communications initiatives
• Develop, implement and maintain metric system to ascertain impact of overall associate engagement and communications effectiveness, relevance and impact
• Drive all engagement activities, including
  • Quarterly All Staff, Key Meetings, including advising on content, developing presentations, notifying participants, coordinating logistics and scheduling guest speakers, collaborating with leadership, event committees, executive admin
  • Assist with news, editorial content written, audio and visual that can be posted on InSite and other internal communications instruments, sourcing content, developing compelling stories and incorporating the corporate messaging throughout
  • Own the DPS SharePoint Site, generate content, collaborate with LT for news stories, quarterly recognition and activities, events postings
  • Create and execute DPS Business Operations emails, communication strategies, key policy changes, communications, organization announcements, etc.
  • Employee Engagement activities collaboration, support including materials, coordination and distribution of gifts, meals, Customer Service Week, Inclusion and Diversity and other special events
  • Advise and support Recognition Program validation and other incentive program development
  • Develop, implement and manage other internal communication programs, special projects as needed, collaborating with Client Services, Corporate Communications, Human Resources other stakeholders.
• Flexible in the event of schedule change requirement willingness to work a flexible schedule to include potential rotations of overnight, split shift, weekends, holidays and overtime based on business need.
• Willing to Work On site, Temporary Work from Home or Hybrid Schedule
• Manager must remain in the position and schedule for at least 24 months. Managers are expected to have flexible schedules as the business need may change.

TRAINING:

• Full schedule availability is required.
• Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on the job training.
• Employees attending training are expected to meet Visa’s established standards for performance, attendance and conduct.

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:

• 5 or more years of relevant 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

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree e.g. Masters, MBA, JD, MD or up to 3 years of relevant experience with a PhD
• 5-7 years experience in Financial services industry and/or Customer Service environment.
• Minimum of 3-5 years of Leadership experience.
• Marketing or Communications Degree Preferred
• Self-driven and highly motivated
• Demonstrated teamwork and relationship building skills, leading by influence and example.
• Established engagement strategies leading to improved performance and employee retention.
• Proven ability to coach individuals. Ability to develop, support, and retain a high-performing team.
• Excellent verbal and written communication skills

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.