Director, Client Care Knowledge Management

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

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Services is accountable for delivering a world class service experience to our clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success. We operate in 50 locations across the globe and act as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

The Director, Client Care Knowledge Management is responsible for designing, implementing, and overseeing the certification of procedures that enable the Client Care functional business teams to perform their job responsibilities.  The Director will collaborate with senior leaders, managers, and business teams to identify knowledge needs and gaps of the organization, and develop solutions that enhance learning, collaboration, innovation, effectiveness, and customer satisfaction. This role will interface with the Global Client Service Knowledge Management group to align with the broader business procedure requirements in centrally located AI compatible repositories for fast knowledge use in resolving client inquiries.

Key Responsibilities:

• Lead and manage a team of professional procedure writers, with a keen focus to subject matter expertise and staying up to date with future enhancements.

• Documentation of internal procedures using proven stages of knowledge management including creating, storing, disseminating, evaluating, and use of knowledge.  Ensure repositories are up-to-date, accurate, and effectively support the Client Care organization.

• Drive maturity of Client Care’s knowledge management process by identifying, capturing, and organizing employee-facing procedures using standardized templates for ease of employee use.

• Establish change management process across line of businesses, and across stakeholders for procedure updates, ensuring appropriate sign-off and compliance approvals as required.

• Promote knowledge sharing through the organization's operational business processes and systems.

• Monitor the use of knowledge, making updates and improvements as needed.

• Partners with Client Care’s Quality, Training  and partner organizations  for validation and cross-reference of content and information being used.

• Drives workplace well-being, talent development and a culture of inclusion and diversity within the Knowledge Management team.

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
• A minimum of 3 years' experience in the area of knowledge management disciplines, processes, and procedure documentation. Preferably in a contact center environment, B2B, or Payments industry
• Experience with knowledge curation and documentation disciplines, with exceptional attention to detail and business writing skills
• Experience with knowledge management platforms and practices
• Proven track record in im