Company Description|Job Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Visa operates the world's largest retail electronic payments network & is one of the most recognized global financial services brands. Visa facilitates global commerce through the transfer of value & information among financial institutions, merchants, consumers, businesses & government entities.
We offer a range of branded payment product platforms, which our financial institution clients use to develop & offer credit, charge, deferred debit, prepaid & cash access programs to cardholders. Visa's card platforms provide consumers, businesses, merchants & government entities with a secure, convenient & reliable way to pay & be paid in 170 countries & territories.
In order to support our customers in these countries & territories, Visa has built a worldwide service presence through our contact centers. We need a driven & innovative leader to manage the Contact Center Development team to continue to expand the solutions supporting these contact centers. We need someone who can cultivate customer contact strategies, work closely with our senior business partners, manage an enthusiastic development team & implement these solutions.
This Senior Director will be responsible for maintaining, supporting & enhancing Visa Contact Center Platform applications. The individual identified will be responsible for managing all contact center initiatives for the enterprise Contact Center Platform. This individual is also expected to oversee delivery leads for the effective execution of projects & initiatives. These delivery leads are responsible for IVR application development, business process flow configurations, call flows, integrations with CRM applications, multi-channel management, reporting & maintenance. The role will also be responsible for the operations & support of these solutions. This new resource will report directly to the Head of the Client Systems organization.
15-18 years of experience with a Bachelor's Degree or
12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)
Advanced degree a plus
- Certifications & accreditations in project management methodologies & disciplines a plus (e.g., PMP, ITIL, & Six Sigma)
Solid working understanding of the contact center technology & operations including, but not limited to intelligent routing, reporting, workforce management, call/screen recording, & multimedia channels
Experience in developing & delivering contact center routing, IVR applications, CTI & reporting to meet business objectives
Extensive experience in developing & delivering Contact Center Platform applications, integrations to associated backend & front-end systems, & technology capabilities aligned with technology trends in this space
Significant experience implementing large-scale projects, using a geographically distributed technology organization in a highly matrixed environment
Strong SDLC, project management, execution & delivery understanding with attention to detail around SLA metrics, accountability & operational excellence
- Call Center, Contact Center, Customer Experience, CRM, & Analytics domain experience in the Financial Industry is a plus
Ability to work in a complex environment, Global/International experience & the ability to work across cultures & time zones
Positive influencing skills both verbally & through the preparation of written materials in order to build relationships & effectively communicate business needs to internal technology groups
Ability to interface & cultivate excellent working relationships both within technology, business & vendors
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 & applicable local law.