Director, Global Client Support

Company Name:
Visa
Title: Director, Global Client Support
Location: VA-Ashburn
Other Locations: null
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa isthe best way to pay and be paid, for everyone everywhere. This is our global vision and thecommon purposethat unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA(TM) World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers anuncommon opportunityto build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
Position Summary
The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.
Job Scope
This is an operational manager role within a sub-function or smaller function responsible for contributing to the development of functional strategy. This role provides leadership to managers, and/or professional staff. This role is responsible for developing departmental plans, including business, production and/or organizational priorities.
Responsibilities
Lead and motivate an organizational team of professionals and managers that provide technical support and customer service to Visa client institutions.
Set and manage department budget.
Establish department strategy in line with broader corporate and customer service objectives and goals.
Manage all staff issues, including staffing selection, goal setting, annual reviews, compensation planning and career development.
Utilize customer service metrics to identify opportunities for continuous improvement
Build, motivate, and challenge high performing individuals and team.
Lead complex cross regional or cross functional customer service projects and work towards achieving customer and key stakeholder acceptance of deliverables.
Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
Bachelors/Degree or equivalent work experience.
Typically requires a minimum of 8 years progressively responsible experience in customer service or technical support role in the financial or information services industry with minimum of 5 years management experience preferred.
Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
Advanced planning, organizational and problem solving skills.
Demonstrated effective professional verbal and written communication skills, presentation skills.
Demonstrated strong leadership capabilities and interpersonal skills.
Strong project management skills.
Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.Technical Support
Organization: Client Support Services

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