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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
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Oversees overall operational relationship and support delivery for LAC Clients (Global Signature, Visa Signature and/or Regional Signature Clients, as well as third party processors) coordinating implementation and escalation efforts with other Visa teams in order to ensure all inquiries and operational issues are properly addressed.
Work closely with Account Support Center, Project Implementation and Sales teams to understand goals and be able to support organizational objectives.
Maintain relationship with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
Participate with other Visa region’s counterparts in strategic meetings to discuss overall Client global concerns and issues related to the day to day support of their operations.
Advocate on behalf of all LAC clients to internal stakeholder organizations including CSS, Sales, Product, Systems, Risk and Legal
Provides leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to successfully support LAC Clients and Visa initiatives, while establishing and fostering relationships with Clients through daily support.
Establishes and fosters relationships with Clients and internal stakeholders at all levels of staff and senior management.
Fully understands the payment and data processing industries including industry trends and high-level business drivers (digital products and services).
Requires advanced knowledge of all supported product and services and how these impact clients’ business.
Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
Ability to manage and lead independently with little supervision of daily activities
A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
Ability to set priorities and manage customer expectations (internal and external), and work both as part of a team and independently.
Formulates short and long-term plans and can change both as the industry or environment changes
Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
Clearly expresses ideas using sound data through the highly proficient use of desktop tools
Self-starter with organizational, conceptual, and logical problem solving skills
Able to select, develop, support and retain a diverse and high performing staff
Ability to maintain a courteous and professional demeanor in all dealings.
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:
- 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
- Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
- Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
- Strong ability to manage projects effectively using project management principles
- Superb proficiency with troubleshooting and resolving complex issues
- Advanced comfort level with public speaking
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels
- Strong skills in Excel for data analysis.
- Bilingual in English and Spanish
- Advance Power point for professional presentations
- Excellent verbal, written, presentation and interpersonal skills required.
Preferred Qualifications:
- 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
- While this is a customer service role (not IT), experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus
- Understanding of basic accounting principles including cost allocation methods a plus
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 127,000.00 to 191,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
