Director, Client Care Site Lead

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Director of Client Care (site lead) is responsible for operational, financial, program performance at the site leading team of contact center managers and team supporting consumers on behalf of client to deliver world class, high performing customer service operations. Employee engagement, developing leaders, data-driven decision making to optimize processes, enhancing client experience, and delivering efficiency metrics are must-have behaviors. A successful leader consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.

In addition, the Site Director is responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration, and Culture.

• ** Essential Functions**
• Partner with support units (HR, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/ management, onboarding, and succession planning.
• Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process.
• Establish and clearly communicate strategy to management team and provide feedback regarding operations.
• Collaborate with leadership to develop both short and long-term business strategies for the site.
• Follow organization’s policies and applicable legal requirements.
• Responsible for driving continuous client experience improvement and driving employee engagement, development, and career growth.
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making - interpret and synthesize data for problem solving.
• Inspire employees to be passionate about their jobs, committed to the organization and to put discretionary effort into their work through leading by example, empowerment, defining roles/responsibilities and consistent communication.
• Experience in leading Business Process Optimization leading to enhanced Client and People experience.
• This role will be responsible for managing and developing leaders within the team.
• Promote accountability and teamwork through your leadership and strong communications with all teams.
• This role requires excellent communication and presentation skills to successfully engage and collaborate with leadership, frontline management, frontline associates, and support staff.
• Collaborate with functional groups, product, and technology to further digitalize and optimize Client Care functions.
• Delivery of service level, budget, coaching and documentation (overtime, handle time, etc.) 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 flow of communication.
• 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, effic