What we expect of you, day to day.

The role of the Compliance Operations Manager is to support the Visa Payments Compliance Teams and ensure the smooth running of day-to-day activities, escalations within the team and provide guidance on complex queries related issues and escalations.

Management responsibilities:

Providing leadership and direction to the compliance team and support the individual Team Managers, through regular engagement around Group Compliance and individual objectives and deliverables.

Work together with other managers to ensure a uniform approach towards all employees.

Allocating work and setting delivery expectations using objective setting within the professional development appraisal process.

Ensuring delivery through others through constructive criticism, guidance and support.

Helping to define the Compliance Mission and Vision and promoting it across the group.

Identifying training skill set requirements and coaching direct reports re learning opportunities.

Prioritise workload and set the correct delivery expectations with oversight and guidance.

Oversight to ensure SLAs and deadlines at met.

Functional Responsibilities:

Understand the automated sanction screening tool, the live and retrospective monitoring tools and our Client and Partner communication tools.

Deal with escalations from senior analysts and follow our reporting procedures accordingly

Escalate operational issues to compliance leadership, incident management team, and regulatory incident team in accordance with the policy.

Ready to contribute to team activities when required to ensure SLAs and deadlines are achieved.

Understand regulatory requirements and implement the appropriate controls to mitigate internal external concerns.

Keep up to date with AML and sanction regimes and react to global events

Produce and develop management information in alignment with regulatory and internal policy risk expectations

Identify trends, and use data to suggest improvements to effectively resolve service issues

Provide demonstrations of the VPL business, our product and internal control framework to internal and external stakeholders

Identify and internally escalate actual or suspected financial crime incidents

Ensuring clients are within legal parameters and not undertaking ML or criminal activities. For example, using screening and monitoring systems to assess client legitimacy.

Identifying, managing and escalating suspected and actual money laundering, sanctions breaches and fraud cases through the relevant escalation path.

Ensuring the compliance risk control framework remains aligned with external legislation.

Conducting and or overseeing compliance reviews and audits.

Promoting and providing advice on best compliance practice within critical business areas.

 Exemplify the company values and champion them in every aspect of the role, across all functions and among all Visa colleagues.

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.

The Senior Operations Manager or Channel Manager (CM) is accountable for the overall performance and culture of TSA’s Customer Engagement Centres. They are the key account manager for their channel, managing all operational matters with their client partners.

Their role is to execute the operational plan as defined by TSA’s Executive and Group Leadership team to achieve the required commercial and people outcomes. They leverage their operational knowledge to develop robust strategies to optimise the profitability of their existing stream and build a strong talent pipeline to support growth.

They achieve this through setting a clear vision and direction for the entire Centre, coaching and developing their frontline leadership team, providing key performance, customer and competitor insights and turning these into actions or opportunities for the business and client.

 24/7 Hoop - Core Work load hours are 8am -8PM New Zealand Time. 

1. Responsible for customer service, to provide users with rapid, correct, standardized and friendly return visit services;

2. Resolve conflicts and listen to users' opinions and suggestions; Track the progress of customer user problem handling and timely feedback;

3. Cooperate with the team and complete other matters assigned by superiors in a timely manner

1. College degree or above, major in computer science or related is preferred
2. Basic computer operation, proficient in Word, Excel, PPT software
3. Good English reading and writing skills, excellent communication and problem-solving skills
4. Willing to help customers solve technical problems and committed to experiential customer service
5. Ability to learn Xi quickly, solve problems and team spirit
6. Able to maintain a focused and efficient working state in a fast-paced and high-intensity working environment
7. Fluent in English, Chinese is preferred

OPEN TO FILIPINO CANDIDATES ONLY

Work location: Pasay, Philippines

Work arrangement: Onsite, 6 days a week, 9 hours per day (include 1 hr lunch break), 4 days off per month

Salary: up to 60K PHP

Job Description

Acceptance Solutions CyberSource Servicing is the team responsible for the end-to-end user journey and support servicing model for clients: Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions.  Acceptance Solutions is one pillar of the Value-Added Services global servicing and support team working with clients worldwide to develop and deliver the best servicing and support model for Visa.

The Acceptance Solutions Service Enablement team is the liaison between Client Services and internal teams. The team prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements.

This role will be responsible for: providing in-depth analysis of data to identify key business drivers and trends for decision making, developing automated dashboards to improve data visibility for users across the organization, creating visual maps and artifacts to document Acceptance Solutions processes and service models, developing reporting packages and presentations that will be consumed by leadership and cross functional teams.

What You’ll Do, Day To Day.

• Maintenance and creation of all artifacts such as end to end journey maps
• Visio mapping to document regional and functional processes to highlight where we have differences and inefficiencies, and leverage as a tool to identify areas of opportunity. This will also serve as a resource to share with stakeholders
• Maintain a continuous path of global CS communication to provide timely feedback to internal teams

• Define success measures, and track status with product on service experience improvements, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, and reduced service intensity
• Driving tighter alignment with regions to identify differences and drive more consistency and efficiencies through interventions
• Data and business analysis to better understand key trends and indicators to support decision making

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.