Team Lead, Client Care Operations

Basic Qualifications

• 2 or more years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications

• 3 or more years of work experience with a Bachelor's Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)

• Minimum of six years experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, Back Office or Social Media)

• Minimum of two years leading teams in a people leader role.

• Minimum one years experience in quality assurance or relevant field.

• Proven experience with a Call Recording and Quality Monitoring platform (NICE is preferred)

• Has previous experience presenting to large audiences.

• A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.

• Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools.

• Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle.

• Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.

• Subject matter expert with applicable service and all support tools and processes.

• Demonstrates language proficiency required for the applicable services.

• For the services supported, demonstrates the applicable knowledge of Visa's International Operating Regulations, Network Operating Regulations, Visa Rules, and US Federal Regulations.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 69,300.00 to 88,400.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.