Manager, client resolutionVisa

Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
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.
Qualifications
Bachelor's degree with 5 years of experience in managing teams working in chat and call payment systems or similar environment.
Experience leader in successfully leading teams responsible for implementing new process and supporting complex programs involving extensive change management.
Expert understanding of payment industry and standards like BID, BINS, Authorization, Clearing and Settlement is an advantage
High-level knowledge of Visa's core platforms as well as implementation, certification, and configuration processes is a plus
Servant Leadership mindset and approach, champion for staff and the client.
Executive-level interpersonal and communication skills, and proven ability to collaborate and negotiate with and influence customers and staff at all levels.
Analytical mindset with an ability to question status-quo and generate innovative ideas.
Self-starter and a role model with a proven ability to achieve results and lead an effective, high-functioning team.
Additional Information
Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the Philippines who are required to work on-site are required to be fully vaccinated for Covid-19, unless a reasonable accommodation is approved or is as otherwise required by law.
Visa

Pasay City, Metro Manila
Permanent
Full-time