Sr. Manager, Client Service Compliance & Risk Management

Company Description

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.

Job Description

Job Description

Global Client Services CS works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day to day operations and product support, back office support and customer performance reporting.  CS includes the Value Added Services function which is comprised of several business units that support the structural foundation of the Visa Payments network.  Services, including DPS Client Services, CyberSource Client Services, Dispute Resolution, Client Contract Management, and Platform Operations, are provided to clients to ensure the safety, security and integrity of the payment system and to support Visa clients in the development of their electronic payments business.  Visa's dispute resolution process provides a framework to correct errors and resolve transaction disputes arising from violations of the Visa Rules. In arbitration, Visa reviews all information and documentation involved and decides which party is financially liable for the disputed transaction

Job Scope

This position leads and is responsible for the coaching and development of a team of Dispute Consultants. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must have behaviors.  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 and programs rounds out the Sr manager role. 

Responsibilities

• Partner with Dispute Resolution Management senior management and other key stakeholders with input and feedback for global alignment of deliverables
• Deliver world class customer service through monitoring and coaching team performance and objectives
• Champion a world class Employee and Customer experience
• Collaborate with Dispute Resolution Management senior management to help assess and promote training opportunities
• Proactively identify opportunities and implement recommendations to increase production or efficiency of Arbitration Services
• Adjudicate on both regional and global Arbitration and Compliance cases.
• Ensure there are zero losses as a result of an Arbitration case error
• Ensure any Audit findings are resolved quickly and are not repeated
• Provide Clients and Visa staff with accurate information and analysis of dispute resolution regulations and ensure Service Levels are met.
• Provide Clients and Visa staff with accurate analysis of dispute resolution performance metrics and data, when required.
• Provide strategic support to product teams for development of new arbitration services
• 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 & 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 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 improvement initiatives. Execute and deliver c