Director - Global Call Center Operational Risk - Visa - Foster City

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.

Position Summary:
As a member of the Global Call Center Oversight team, this Director will develop and implement call center controls and compliance validation processes for assessing and validating global call center operational practices as it relates to Visa’s compliance programs. This global position will serve as liaison/advisor, to call center business owners to respond to the latest changes in legal and regulatory requirements.

Responsibilities:
Serve as liaison/advisor to call center business owners, advising on best options to respond to the latest an evolving legal and regulatory landscape.
Partner with key stakeholders: Legal, Global Compliance, Physical Security, and Third Party Vendor Risk, to implement a framework which reduces risk.
Implement a set of call center oversight components that measures the effectiveness and maturity of call center environments.
Lead cross regional projects and work towards achieving customer and key stakeholder acceptance of deliverables.
Develop scalable program materials and processes.

Qualifications

BA or BS required
Minimum 12+ years of progressively responsible experience in the financial or information services industry; risk management, compliance, audit or call center operations background a plus.
Ability to define, shape and deliver strategies.
Must be a self-starter and highly motivated business oriented independent thinker.
Self-Motivated, and able to work independently as well as on a team.
Demonstrated leadership skills with emphasis on consensus building and diplomacy to build cross functional commitment to deliver intended results.
Build, motivate, and challenge high performing individuals within the cross-functional team.
The candidate will be working in a complex and fluid environment.
Take prompt and decisive action in managing items; respond resourcefully to new priorities and challenges.
Excellent communication skills both verbal and written.
Continually attain industry knowledge, practices, concepts and strategies.
Excellent organization, planning, project management and analytical skills.
Minimal Travel

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