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 account managers, and/or professional staff. This role is responsible for developing departmental plans, including business, production and/or organizational priorities.
Responsibilities
Lead and motivate an organizational team of professionals that provide technical support and customer service to Third Party Processors.
Set and manage department budget.
Establish department strategy in line with broader corporate and customer service objectives and goals.
Manage all staff issues, including staffing selection, goal setting, annual reviews, compensation planning and career development.
Utilize customer service metrics to identify opportunities for continuous improvement.
Build, motivate, and challenge high performing individuals and team.
Lead complex cross regional or cross functional customer service projects and work towards achieving customer and key stakeholder acceptance of deliverables.
Build relationships with Visa Processors and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships
Qualifications
Bachelors/Degree or equivalent work experience. Typically requires a minimum of 12 years progressively responsible experience in customer service or technical support role in the financial or information services industry with minimum of 5 years management experience preferred. (AP, Canada, LAC, US) OR Professionally qualified or equivalent with experience of responsible staff, product, service or project management experience or equivalent combination of education and experience. (CEMEA)
Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
Exhibit advanced planning, organizational and problem solving skills.
Demonstrated effective professional verbal and written communication skills, presentation skills.
Demonstrated strong leadership capabilities and interpersonal skills.
Strong project management skills.
Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
Demonstrated understanding of how TPP's function.
Thorough understanding of assigned accounts within the Processor Support team
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