Company Description
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.
Job Description
The Director of Client Care Risk Services, LAC, will be responsible for the delivery of several Visa Risk Services to our clients in LAC. This role will be responsible for team performance of 200+ fraud analysts based in Sao Paulo, Brazil ensuring we are delivering key SLAs for clients. The Director will also partner with key stakeholders in the region from Sales, Product and Client Services to ensure our services our products are client focused and align with market demands.
The Director should also understand the commercial dynamics to generate sustained, scalable revenue streams from these Solutions. A commercial mindset is key to help extend the value of Visa's Risk Services ensuring they are relevant to a wider set of clients and resale partners.
The Director will have a proven track record of success in fast-paced environments with demanding timelines. This ground up dynamic provides a unique opportunity to help define what success looks like for building and enhancing regional solutions roadmap.
This role will report into the Senior Director for Client Care Risk Services globally.
Principle Responsibilities
Ownership of performance for LAC Risk Services Team
Delivery of key SLAs for Clients in LAC, including Chargebacks, Acceptance and Decline rates, Average handle times and quality metrics
Internal Risk and controls are implemented and met
Lead a diverse and talented team, providing coaching and development for high calibre individuals
Work closely with regional sales teams to identify revenue growth opportunities and new services to keep up with market demand
Support Go to Market strategy, which may include new products, bundles or campaigns based on local market need.
Work with clients on onboarding strategies
Gather feedback from clients and key partners
Work with regional and global counterparts to ensure consistency of service delivery in all regions
Provide managerial guidelines, mentoring and coaching to support direct reports
Drive changes that result in meaningful improvements of delivery metrics.
Influence internal and external decision makers at all levels for product adoption and strategy alignment.
Work with internal CS support teams on staffing plans and modelling.
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 2-3 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
Required Experience
10 or more years working in a financial services environment
5 or more years in a leadership position
Preferred Experience
Expert in payments and fraud with 5 or more years working in these fields
Experience working in or with BPO's
Experience working directly with enterprise level clients
Advanced knowledge of Excel and VBA
Ability to work well in a team environment and explaining complex processes to other team members in a simple and easy to understand manner
Excellent relationship manager who is able to liaise with both internal and external stakeholders
Ability to articulate concepts and ideas to a broader audience, sometimes on a global level.
Excellent verbal and written communication skills
Ability to function effectively in a fast-paced, ever changing work environment with multiple priorities
Organization and time management skills and ability to work under pressure with autonomy
Capable of delivering on multiple competing priorities with little supervision
English mandatory, Spanish preferable & Portuguese mandatory.
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.
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