Director, Client Services Fraud & 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

The Director will provide leadership, strategic direction, and management of the DPS Fraud and Risk Response Client Services Team.  This individual will lead a team of Risk Advisors responsible for rapid second-level client-facing fraud and risk response support including management and mitigation of fraud and risk events.  The team leads the end-to-end management of complex fraud and risk events and serves as the Risk application experts that drive new product adoption, executes application upgrades and enhancements, and engineers and implements complex rules.  In addition, this team influences DPS revenue through new Risk Product discussions and adoption, ad-hoc consulting engagements, and client sales support. 

Essential Functions

• Provide leadership, creativity, and strategic guidance to enhance the DPS Fraud and Risk client experience by ensuring all necessary tools, procedures, documentation, and staffing are in place to support successful scalable solutions and processes
• You must be customer centric and build a performance-based culture focused on outcomes and key results
• Stay current with industry and client trends (e.g. risk, regulation, fraud) while maintaining strong knowledge of Visa and Visa DPS products and services
• Plan and monitor workflows to continuously improve processes and business performance with the goal of increasing efficiencies and reducing operating costs
• Work cross-functionally and collaborate with DPS Product, Technology, Client Success and other cross functional partners to deliver a seamless client experience and best outcome for our clients
• Identify and drive cross-functional process improvement initiatives to improve internal procedures, systems, and/or client experience
• Leverage client and market insights, KPIs and business priorities to identify areas where continuous improvement can be applied, oversee the implementation of the change, and measure the level of improvement. This includes but is not limited to workforce planning and the client experience
• Act as the client escalation point of contact for issue resolution

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

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Requires a minimum of 6 years' experience in a customer support role in financial services, payments, software or information services
• 5+ years in fraud and risk consulting experience (preferred)
• Strong understanding and experience of electronic payments, transaction processing networks, issuer processing, etc.
• Demonstrates the ability to lead by example and inspire success in others by engaging in regular career conversations, providing strategic context /direction, and providing feedback that is timely, balanced and actionable
• Thinks boldly and explores transformation ideas to improve the client experience
• Responds quickly, innovatively and effectively to changing demands of our clients and overall Visa business
• Strong analytical skills with experience using data to improve and enhance established processes deriving insights from and creating a strategy based on client insight, developing and monitoring of KPIs and financial forecast
• Solutions-oriented mindset, with an abilit