Director - Call Center and Digital Operations - Visa - Miami

Job description
Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

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.

Job Scope:
This is an operational manager role within a sub-function or smaller function responsible for contributing to the development of functional strategy. This role provides leadership to managers, and/or professional staff, including vendors. This role is responsible for developing departmental plans, including business, production and/or organizational priorities, staff development planning, supporting Senior Management in Budget Planning, working closely with Client Services in new implementations and working with clients to ensure customer service satisfaction. The specific area of responsibilities delivers a comprehensive suite of services, in 12 languages, globally for travel related emergencies including: Lost and Stolen Cards, Emergency Card Replacement, Cash Disbursement and Cardholder Card Benefits and Account Inquiry related Services.

Responsibilities:
Lead and motivate an organizational team of call center managers responsible for the day-to-day operational functions at a customer care center including phone, email and social media support.
Develop and maintain department understanding of customer´s needs and strategies in order to set organizational direction and create opportunities to achieve Visa Inc.´s objectives.
Establish unit goals, objectives, performance standards and measurement criteria to achieve and increase service quality and operational efficiency.
Build and enhance relationships through cross-functional and cross-regional interaction and collaboration to develop and implement tactical and strategic processing solutions.
Challenge existing processes, improve methods and pursue new ways of increasing the value of all support services throughout the organization.
Accountable for budget preparation and administration, resource planning and allocation as well as driving organizational adherence to information and security control guidelines.
Manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning and career development.
Establish department strategy in line with corporate and customer service objectives and goals and support Sr. Director in developing broader call center strategy.
Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
Implement emergency procedures and direct work when emergency situations arise.


Qualifications

A minimum of 12+ years progressively responsible experience in customer service role in the financial or information services industry with minimum of five years management experience preferred.
Proven success managing staff and building productive cross functional teams, developing unit goals, objectives, performance standards and measurement criteria to achieve and increase service quality and operational efficiency.
Proven success managing staff across multi-channel, phone, email, and social media
Demonstrated effective professional verbal and written communication skills with experience leading productive meetings and conducting effective formal presentations.
Strong planning skills with demonstrated experience in establishing tactical and strategic plans to achieve broad objectives.
Demonstrated ability to develop and implement organizational and operational processes that meet the needs of a growing and shifting business.
Proven ability to drive outstanding results through coaching, feedback and corrective action planning.
Strong ability to develop procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results.
Able to handle assignments of diverse scope and the ability to analyze and interpret complex technical information, define problems, formulate valid conclusions and implement sound decisions.
Able to work during 2nd shift schedule and weekends. Be on call for escalations.
Able to travel for vendor and client visits.
Bi-lingual in Spanish and/or Portuguese, French or German is a plus.

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