Team Lead - Commercial and Money Movement Solutions

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.

Client Care provides industry-leading operational support to Visa’s 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 on-behalf-of contact center support to the acquirers, issuers, and corporations. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Very few companies can offer its employees the global reach that Visa does. That’s the power of Visa’s “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 World’s 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 World-Class Customer Support team where they will be responsible for supporting Visa Partners’ need on a variety of Visa products through an omni-channel 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. 

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.  World-class service towards engaging and supporting client objectives rounds-out the team lead role.

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
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven 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 around-the-clock 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 On-site/Temporary Work from Home

TRAINING:

• Full schedule availability is required.
• Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training.
• Employees attending training are expected to meet Visa’s established standards for performance and conduct.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• Bachelor’s degree or equivalent experience, typically requires a minimum of 5-7 years’ experience in financial services industry and/or Customer Service environment.

• Minimum of 3-5 years of Leadership experience.

• Self-driven and highly motivated

• Working experience with Visa Net 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 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

• Deep understanding of call center efficiency levers (Service Level, Occupancy, etc)

• Solid Organization Transformation and Change Management strategies

• Demonstrated decision-making skills

• Addressing and influencing negative behaviors

• Schedule: Flexibility required

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.