Director, Client Care - Client Resolution

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Client Resolution Director is responsible for providing leadership, inspiration, and direction to the Client Resolution team, ensuring that team members have the information, tools, and resources needed to deliver exceptional results to their clients. The role requires thought leadership and a keen insight into service delivery and support trends and industry best practices.  The Client Resolution Director will forge strong relationships with business partners across CS, Sales, Product, Risk, and Technology.

• Lead the Auth CR team of analysts and consultants (individual contributors) at various stages of their career responsible for solving client issues based on Visa’s authorization services
• Lead the Claims and Ex-gratia function, a more senior functions responsible for resolving complex and multiparty issues to make sure clients billing errors are resolved.
• Responsible for maintaining and testing the CS crisis response protocols and helping to facilitate the annual crisis simulations
• Lead the Coordination function which is the “front door” for many clients raising issues. Triaging and assigning to the appropriate team not only in CR but across CS and beyond
• Responsible for new technology integration, bring onboard AI based services to assist both the Coordination function and the support teams
• Provide leadership, strategic direction and management for a team by establishing a customer focused, performance based culture
• Drive improvements within the department and across the broader Global Client Resolution organization (Rest of World) targeted at improving and standardizing the client experience and driving high client engagement scores
• Build and foster a client centric culture, driving policies targeted at empowering staff to deliver exceptional experiences with each interaction
• Re-image the Client experience by seeking out leading edge solutions, taking an agile approach to implementing technology enhancements and process improvements. 
• Internal and external escalation point for critical operational issues impacting cardholder or merchant acceptance
• Forge strong relationships, building trust with Senior Management, Product, Sales, and other Third Line teams through active listening, empathy, and a collective desire to deliver extraordinary results.
• Foster strong and lasting relationships with clients and internal stakeholders at all levels, including senior and executive management.
• Provide thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
• Develop and manage strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts.
• Remain current on industry and client trends and maintain a strong knowledge of Visa’s products and services.

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
• Extensive experience building and fostering a “Client first” culture, driving policies targeted at empowering staff to deliver exceptional experiences with each interaction.
• Proven track record for successfully leading high-performing teams responsible for implementing and supporting complex programs while delivering exceptional client experiences.
• Proficiency in performing data-driven analysis to identify changes needed to improve performance and achieve the highest level of o