Client Care Operations - Quality Senior Manager

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.

The Senior Quality Manager is a people manager role responsible for managing a team or teams across varying LOBs and across regions that can be comprised of professional level employees, Team Leads and Managers.

In addition to having direct leadership responsibility for the quality team and balancing quality accuracy and efficiency while delivering on Visa's Leadership Principles, this is a leadership position that partners directly with Client Care leadership to prioritize strategic initiatives to improve processes and quality performance.

The Senior Quality Manager engages across LOBs with other managers and senior leaders to develop strategies, establish priorities and set goals for the Quality Team ensuring there is alignment with Client Care's Objectives and Key Results.

This includes collaboration with senior leaders across departments and leveraging industry benchmarks to implement best practices for process improvement and the overall quality methodology.

On a regular basis a Senior Quality Manager leads quality business performance reviews, own's mid-term and long-term action plans, and engages and influences cross-functional teams to deliver on performance and project goals.

Responsibilities Include:

- Leads data analysis activities, and surfaces performance insights.

- Leads, builds and supports performance business reviews for the Client Care leadership team.

- Compiles, analyzes, and provides regular quality reporting to Client Care Leadership and Quality Team.

- Manages related projects, delegates as needed, and sees them through to completion while organizing and prioritizing multiple ongoing tasks.

- Promoting accountability among all team members and ensuring the team works as a cohesive unit.

- Resource planning and allocation, salary administration, organizational adherence to information and security control guidelines, performance and developmental planning and performance evaluations for direct reports.

- Maintains and updates the Quality Standard Operating Procedures and manages Risk & Control Self-Assessments.

- Responsible for various internal and external audit and compliance activities including monitoring performance of controls, documentation, and support.

- Responsible to audit that all quality standard operating procedures are documented, updated and followed.

- Is the POC and SME for the call recording and monitoring system, supporting internal teams to leverage the tool effectively. This includes supporting the upgrades or development of new quality forms.

- Handling problems that can be mostly defined and moderately complex without much guidance.

- Leading global teams across various regions and time zones.

Qualifications:

- Experienced (Intermediate to expert level preferred) with Credit & Debit dispute handling including intake and processing and knowledge of associated rules.

- Minimum of six years' experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, or social media)

- Minimum of four years leading teams in a people leader role across multiple regions and across multiple services.

- Minimum of three years' experience in quality assurance or relevant field.

- SME level experience with a Call Recording and Quality Monitoring platform.

- Has proven experience presenting in front of larger groups of people and conveying instructions and objectives clearly.

- Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools.

- Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle with the ability to analyze data for trends and write critique.

- Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.

- A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.

- Minimum of six years' experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, or social media)

- Minimum of four years leading teams in a people leader role across multiple regions and across multiple services.

- Minimum of three years experience in quality assurance or relevant field.

- SME level experience with a Call Recording and Quality Monitoring platform.

- Has proven experience presenting in front of larger groups of people and conveying instructions and objectives clearly.

- Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools.

- Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle with the ability to analyze data for trends and write critique.

- Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.

- A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.

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.