The Manager role of Global Client Resolution team is responsible for providing leadership, oversight, and direction to staff, ensuring that team members have the information, tools, and resources needed to deliver exceptional results to internal and external customers. The role requires a keen insight into support trends which includes emails, chat and calls with all its best practices, and reach for deep collaboration and partnership with business leadership across Client Services, Sales, Product, and other organizations within Visa.
Key responsibilities include:
- Oversee team consisting of analyst and associates that will primarily work on chats and calls and emails providing ongoing guidance and direction to support the dynamic and evolving nature of Visa’s products and services.
- Provide regular coaching and feedback to team members in order to optimize performance and engagement. Act as mentor and coach to support and strengthen their development and provide guidance to help support short and long-term employee career goals.
- Collaborate with global peers to identify and document hand-offs and support needs associated with Global Client Resolution processes.
- Meet regularly with regional peers and other key stakeholders to obtain visibility into support trends, initiatives, operational issues, or other activities that may affect the business unit. Assess and plan for future staffing needs to ensure that adequate resources are in place to meet demand.
- Foster deep partnerships with CS, Sales, and Product peers. Loop into the Annual Operational Planning process for prioritization of funding and resources, proving detailed business rationale and ROI to ensure that staff additions and tool enhancements receive proper prioritization and funding.
- Drive team to optimize workflows, communication, and hand-offs associated with the various products and programs that this team supports. Ensure that team documentation is created and updated.
- Champion efforts to improve support tools, providing the business rationale needed to secure funding and prioritization of new and enhanced tools and functionality.
- Ensure that internal and Client-facing documentation is maintained and updated as systems or applications change, or as new initiatives or support needs are introduced.
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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
