Team Lead - Commercial and Money Movement Solutions

Company Description

Client Care provides industryleading operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to product and technology bringing the voice of the customer into the design development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally we provide is also responsible for a host of critical services that support the broader Visa organization and clients.  The team provides support for Commercial and Money Movement Solutions.  Across time zones and borders we provide clients with a comprehensive set of services including onbehalfof contact center support to the acquirers issuers and corporations. We are trusted partners to Visas clients providing expertise to support and successfully grow their business.

Very few companies can offer its employees the global reach that Visa does. Thats the power of Visas My everywhere a big brand with limitless possibilities. Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world. Visa was recently recognized by Forbes as one of the Best Employers in the U.S. and Fortune magazine highlighted us as one of the Worlds Most Admired Companies. Everything we do is driven by our leadership principles:  Lead Courageously Obsess about Customers Collaborate as one Visa and Execute with Excellence.  

The Client Care Team Lead will handle our WorldClass Customer Support team where they will be responsible for supporting Visa Partners need on a variety of Visa products through an omnichannel 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 worldclass service. 

Job Description

This position leads and 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.  A successful team lead consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.  Worldclass service towards engaging and supporting client objectives roundsout the team lead role.

SPECIFIC RESPONSIBILITIES WILL INCLUDE: 

• Deliver worldclass customer service through monitoring and coaching teammates Best in Class
• Champion a worldclass Employee and Customer experience Issue Resolution & Customer Centricity
• Core Skills and Competencies: Focus on Issue Resolution Technical Aptitude and Datadriven Decision Making interpret and synthesize data for problem solving
• Promote employee Engagement & Collaboration
• Coaching Mentoring and Governance: Facilitate career development among team members. Partner with Team to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Team.
• Delivery of service level coaching handle time and other key metrics
• Ensure Attendance and Adherence expectations are met
• Partner with workforce planning teams to deliver aroundtheclock support 
• Actively participate in hiring and development of support and mentor staff members
• Partner across teams and departments for process improvement initiatives
• Participate in and lead customer experience calibration sessions
• Execute Leadership strategies and tactics
• 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 weekends and holidays when needed.
• Willing to Work Onsite/Temporary Work from Home

TRAINING:

• Full schedule availability is required.
• Successfully complete a training program including classroom instruction computerbased lessons instructorled activities and onthejob training.
• Employees attending training are expected to meet Visas established standards for performance and conduct.

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 23 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.

Qualifications :

Basic Qualifications
2 or more years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters MBA JD MD or PhD)

Preferred Qualifications

• 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters MBA JD MD)
• Minimum of 35 years of Leadership experience.
• Selfdriven and highly motivated
• Working experience with VisaNet Authorization and Clearing systems
• Comfortable with global banking protocols i.e. account numbers IBAN CLABE SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently
• 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 highperforming 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
• Deep understanding of call center efficiency levers (Service Level Occupancy etc)
• Solid Organization Transformation and Change Management strategies
• Demonstrated decisionmaking skills
• Addressing and influencing negative behaviors
• Schedule: Flexibility required

Additional Information :

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.

Remote Work :

No

Employment Type :

Fulltime