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 Team Manager for the Visa Voice Process will be responsible for overseeing the daily Visa Voice intake operations and ensuring the delivery of high-quality customer service. This role requires a leader who can manage, mentor, and motivate a team of customer service representatives, while also being the primary point of contact for escalation and complex issue resolution. A successful manager consistently demonstrates an unrelenting focus on delivering and improving the customer and employee experience. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service.

Job Description

SPECIFIC RESPONSIBILITIES WILL INCLUDE:

• Deliver world-class customer service through monitoring and coaching teammates – Best in Class
• Champion a world-class Employee and Customer experience – Issue Resolution, Customer Centricity & Employee Engagement
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving.
• Use analytical tools and methodologies to diagnose and resolve complex issues, minimizing impact on customer service and operations.
• Generate comprehensive reports on team performance, customer satisfaction, and operational efficiency, providing actionable insights to senior management.
• Manage the call intake process, ensuring efficient handling and triage of incoming calls. Oversee the triage of new process improvement ideas and projects, prioritizing initiatives based on impact and feasibility.
• Promote employee Engagement & Collaboration
• Coaching, Mentoring and Governance: Facilitate career development among team members. Partner with Teammates to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Teammates. Evaluate staff effectiveness and performance annually and on an as need basis.
• Generate comprehensive reports on team performance, customer satisfaction, and operational efficiency, providing actionable insights to senior management.
• Design and execution of service level, operational efficiency, coaching and OKR targets.
• Ensure Attendance and Adherence expectations are met.
• Partner with workforce planning teams to deliver around-the-clock support and ensure sufficient coverage.
• Actively participate in hiring, onboarding, training and development of support and staff members
• Goal setting with peers to achieve business results – develop monthly, quarterly and annual objectives, key results (OKR) and action plans.
• Strong collaboration with peers and team members leading projects and achievement of business and operational goals.
• Participate in and lead customer experience calibration sessions and team meetings to ensure flow of communication
• Demonstrate and model Visa behaviors – Visa Leadership Principles
• Execute Leadership strategies and tactics to drive performance and achieve business results.
• Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment.
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include potential rotations of overnight, split shift, weekends, holidays and overtime based on business need.
• Willing to Work On-site and occasionally Temporary Work from Home or Hybrid Schedule, depending on the business requirement.

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.

Basic Qualifications
5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
•Minimum of 3-5 years of Leadership experience.
•Self-driven and highly motivated
•Demonstrated teamwork and relationship building skills, leading by influence and example.
•Established engagement strategies leading to improved performance and employee retention.
•Proven ability to coach individuals. Ability to develop, support, and retain a high-performing team.
•Excellent verbal and written communication skills
•Track Record of Customer Service focus
•Tested Project Management/Organization skills - Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership skills.
•Aptitude to work with group or independently to achieve individual, team and company goals.
•Demonstrated ability to improve process leading to improved customer and/or Teammate experience
•Solid Organization Transformation and Change Management strategies
•Demonstrated decision-making skills
•Addressing and influencing negative behaviors

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.