Manager, Client Care (Bilingual English & another language)

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

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. 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 & 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 & 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 improvement 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
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, holidays and overtime when needed

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
• Bilingual English AND one other language (French, Spanish, Portuguese, German or Italian

​​​​​​​Preferred Qualifications:

• 6 or more years of work experience with a Bachelor’s 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
• Self-driven and highly motivated
• Demonstrated teamwork and relationship building skills, leading by influence and example.
• Established engagement strategi