Lead new Client and Service implementation efforts.
• Lead and motivate an organizational team of call center managers responsible for the day-to-day operational functions at a customer care center.
• Develop and maintain department understanding of customer´s needs and strategies in order to set organizational direction and create opportunities to achieve Visa Inc.´s objectives.
• Establish unit goals, objectives, performance standards and measurement criteria to achieve and increase service quality and operational efficiency.
• Build and enhance relationships through cross-functional and cross-regional interaction and collaboration to develop and implement tactical and strategic processing solutions.
• Challenge existing processes, improve methods and pursue new ways of increasing the value of all support services throughout the organization.
• Accountable for budget preparation and administration, resource planning and allocation as well as driving organizational adherence to information and security control guidelines.
• Manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning and career development.
• Establish department strategy in line with corporate and customer service objectives and goals and support Sr. Leaders in developing broader call center strategy.
• Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
• Implement emergency procedures and direct work when emergency situations arise.
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.
