Team Lead - dispute processingVisa

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 Dispute & Support Operations Team Lead will lead a team of Dispute and Support Operations (DSO) Analysts of different levels, completing dispute work on behalf of DPS and VDMS clients. They are subject matter experts in their field and as such will be a point of contact and escalation within the department for complex dispute matters. Candidate will establish processes for efficient completion of Prepaid, Debit, and Regionals disputes in order to maximize resource utilization rates and Client recoveries.
Essential Functions
Oversight and development of a team of analysts, coaching and mentoring team to maximize performance
Manage methods of delivery through the optimization of established workflows, ensuring that all cases are worked within set timeframes and in accordance with local, federal, and Visa regulations
Monitor the daily workload and allocate or assign cases based on priority, work type, and available resources
Strengthen relationships with key Clients and internal business partners including Global Arbitration and Compliance, Processing Sales, Client Support, and various Product organizations
Follow established operating guidelines for the delivery of support and standards of performance
Provide escalation support for complex internal and external dispute related issues
Provide information and direction to external and internal clients regarding Visa, Plus, and Interlink operating rules and regulations as it applies to disputes, re-presentments, pre-arbitration, pre-compliance, and case filing
Provide career advancement opportunities (when applicable), timely coaching and performance evaluations and management when necessary
Open tickets and communicate system or settlement issues to leadership or internal partners
Communicate via email and phone to Visa DPS Clients and Network associates as necessary
Work in a matrixed environment
Potential domestic and international travel may be required
Work off business hours as required
A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency
Qualifications
Basic Qualifications :
 2 years of work experience with a Bachelor s Degree or
 An Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)
Preferred Qualifications :
 5-7 years experience working in a merchant acquiring, card issuing, or back office banking environment, and a minimum of 4 years of experience in a dispute resolution management or loss recovery role
 3-5 years experience leading high performing teams in a complex, evolving environment
 Comprehensive knowledge of Visa s International Operating Regulations, industry trends, and industry best practices or Network Operating Regulations
 Able to convey the meaning of these regulations in a meaningful and comprehendible way
 Comprehensive knowledge of US Federal Regulations E and Z
 Proven track record for making sound business decisions, managing both short and long-term goals, and achieving high quality operational results and customer commitment
 Qualified individual will possess the initiative and judgment to ensure customer expectations and service levels are exceeded
 Exceptional verbal, written, and interpersonal communication skills are required
 Highly proficient at managing and presenting ideas through the use of desktop tools, Microsoft Word, Excel, and PowerPoint
 Capable of making sound business judgments in a fast-paced, dynamic environment
 A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency
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