Senior Director, Arbitration Services

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

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What the Senior Director of Arbitration Services does at Visa:

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.

The Senior Director role requires management of a team of Arbitration and Compliance specialists who adjudicate several hundred million dollars in cases annually for our Global clients. This role will ensure any dispute resolution rule changes that are sponsored by the Dispute Resolution Management Team are implemented and case adjudication polices meet the Global Market needs.

This role requires knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional senior leadership across Client Services, Risk, Sales, Product, and others to address any NA client Dispute Resolution Issues.  This position operates at senior level internally and externally with clients and demonstrates breadth of knowledge of Visa’s dispute resolution rules and system.  It requires a client-focused mindset, the ability to achieve results through directly managed and matrixed staff, engagement with executives, and the ability to drive change in a highly matrixed cross-functional organization. 

This role requires the ability to continuously solve for undefined and unique problems that impact clients financially. Visa Dispute Resolution Management is a critical area of the company focused on delivering world class dispute resolution services, including assignment of financial liability for approximately 100K arbitration cases annually.

The ideal candidate will be self-directed, analytical and a strategic thinker with experience in client management, project management, technical support, new service delivery and have experience in the payments industry. Candidate must have strong written and verbal communication skills be able to build networks and foster relationships across Visa cross-functional leadership and clients.

This position is responsible for building a cohesive, high performing team by providing leadership, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures.  The Senior Director will ensure all service level objectives are met consistently, execute a strategy to expand arbitration services to other markets and increase dispute resolution educational efforts to ensure clients have what they need to make the best dispute resolution decisions.

Key Responsibilities

This position has overall responsibility for managing the Global Arbitration and Compliance case Adjudication function. Responsibilities include the following:

• Set Global Team Priorities to ensure Global Case Adjudication SLOs are met-
• Meet with the Global Arbitration Team weekly to ensure they are highly engaged and understand the strategic direction of your business
• Provide Monthly metrics on trending within the Global function and speak to ways in which the process could be streamlined and automated to create better efficiencies
• Look for ways to expand revenue with new and exciting services
• Ensure the case adjudicators have the most up to date policies and procedures and that those procedures are updated on an annual basis (or more frequently if needed
• Ensure there are zero losses as a result of an Arbitration case error
• Proactively identify trends i