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Director, Client Care, Bogota

hace 2 meses

Bogotá, Bogotá D.E., Colombia Visa A tiempo completo

Company Overview

Visa is a leading global payments technology company, facilitating over 259 billion transactions annually across 200 countries and territories. Our mission is to empower individuals, businesses, and economies through innovative, secure, and convenient payment solutions.

Job Summary

The Director of Client Care is a key leadership role responsible for overseeing the operational, financial, and program performance of the Client Care team in Bogota. This includes leading a team of contact center managers and staff to deliver exceptional customer service, drive business growth, and optimize processes.

Key Responsibilities

  • Partner with support units to evaluate process improvement opportunities, training needs, talent calibration, and succession planning.
  • Oversee functional areas to ensure optimization of resources, Service Level Agreement Reporting, and Performance Management.
  • Establish and communicate strategy to the management team and provide feedback on operations.
  • Collaborate with leadership to develop short and long-term business strategies for the site.
  • Drive continuous client experience improvement and employee engagement, development, and career growth.
  • Lead by example, empower employees, and inspire discretionary effort through consistent communication and role definition.
  • Experience in leading Business Process Optimization to enhance Client and People experience.
  • Manage and develop leaders within the team.
  • Promote accountability and teamwork through leadership and strong communications.
  • Collaborate with functional groups, product, and technology to further digitalize and optimize Client Care functions.
  • Deliver service level, budget, coaching, and documentation, and other key metrics.
  • Partner with workforce planning teams to deliver around-the-clock support and ensure sufficient coverage.
  • Actively participate in hiring, onboarding, training, and development of support and staff members.
  • Strong collaboration with peers, across teams, and departments leading projects and achievement of business goals.
  • Participate in and lead customer experience calibration sessions and team meetings to ensure communication flow.
  • Demonstrate and model Visa behaviors – Visa Leadership Principles.
  • Execute Leadership strategies and tactics to drive performance and achieve business results.
  • Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment.
  • Proactively identify operational opportunities and implement recommendations to increase service quality, efficiency, and revenue.
  • Build and enhance positive working relationships with key internal stakeholders and Visa vendors.
  • Take ownership for own assignments and take the initiative to resolve problems and meet deadlines.

Qualifications

Basic Qualifications

  • Years of leadership experience in the field of contact centers, operations, and client care, with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (Masters/MBA/JD/MD).

Preferred Qualifications

  • Strong leadership experience and experience of team start-up and culture setting.
  • Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, et al.).
  • Excellent time management, organization, and planning skills are essential.
  • Proficient at setting priorities, influencing others, and managing client expectations.
  • Demonstrated success in stakeholder relationship management.
  • Self-starter with a demonstrated ability to achieve results as part of an effective team.
  • Ability to effectively prioritize and multi-task under deadlines.
  • Excellent verbal, written, presentation, and interpersonal skills are required.
  • Excellent writing and documentation skills with the ability to briefly describe business requirements for clients.
  • Ability to work transparently in a high-trust, people-centric environment required.
  • English & Spanish proficiency.