As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.
Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.
The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.
As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.
We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together , let's transform the way the world pays.
Job Description and Responsibilities
Oversees overall operational relationship and support delivery for LAC Clients (Global Signature, Visa Signature and / or Regional Signature Clients, as well as third party processors);
coordinating implementation and escalation efforts with other Visa teams in order to ensure all inquiries and operational issues are properly addressed.
Work closely with Account Support Center, Project Implementation and Sales teams to understand goals and be able to support organizational objectives.
Maintain relationship with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
Participate with other Visa region’s counterparts in strategic meetings to discuss overall Client global concerns and issues related to the day to day support of their operations.
Advocate on behalf of all LAC clients to internal stakeholder organizations including CSS, Sales, Product, Systems, Risk and Legal
Provides leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to successfully support LAC Clients and Visa initiatives, while establishing and fostering relationships with Clients through daily support.
Establishes and fosters relationships with Clients and internal stakeholders at all levels of staff and senior management.
Fully understands the payment and data processing industries including industry trends and high-level business drivers (digital products and services).
Requires advanced knowledge of all supported product and services and how these impact clients’ business.
Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
Ability to manage and lead independently with little supervision of daily activities
A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
Ability to set priorities and manage customer expectations (internal and external), and work both as part of a team and independently.
Formulates short and long-term plans and can change both as the industry or environment changes
Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
Clearly expresses ideas using sound data through the highly proficient use of desktop tools
Self-starter with organizational, conceptual, and logical problem solving skills
Able to select, develop, support and retain a diverse and high performing staff
Ability to maintain a courteous and professional demeanor in all dealings.
4 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 degree
Must speak fluent English and Spanish
7-10 years of work experience with a Bachelor's Degree or 4 +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
Relevant experience in a customer support role in financial services, payment card, software or information services is required.
Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.). Advance Power point for professional presentations.
Excellent time management, organization, and planning skills.
Ability to comprehend and translate complex technical issues and apply to business solutions.
Able to set priorities and influence others.
Ability to manage customer expectations internally and externally, and work both as part of a team and independently.
Demonstrate success in customer relationship management.
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
Excellent verbal, written, presentation and interpersonal skills.
Strong project management skills
Demonstrated ability to articulate complex technical terms or processes into business language.
Superb proficiency with troubleshooting and resolving complex issues
Advanced public speaking skills
Work Hours : Varies upon the needs of the department
Travel Requirements : This position requires travel 5-10% of the time.
Mental / Physical Requirements : This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.