Vice President, Dispute Processing / Singapore Network Processing

  • Full-time
  • Job Family Group: Technology and Operations

Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description

BACKGROUND

Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa's innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world's major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are more than 5,000 talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

POSITION DESCRIPTION

The Network Processing (NP) organization provides Information Technology services that enable Visa's mission-critical core payment systems. The business applications enabled by NP provide the essential functions that consumers, merchants, and financial institutions in the payment ecosystem need in order to transact payments, affect settlement of funds, manage payment risk, and manage disputed payments. The talented engineers, analysts, and project managers, as well as the leadership team that comprise NP deliver these market-critical services at the demanding pace that the payment industry demands while maintaining hallmark levels of reliability and availability.

The Vice President, Dispute Processing, will lead a development organization responsible for Visa's global dispute management system known as Visa Resolve Online. Visa Resolve Online (VROL) is a web-based application that supports customer service representatives and back-office analysts responsible for managing the dispute transaction life cycle. VROL is a mandated service that is crucial to the Visa brand promise of providing secure and reliable payment services by ensuring that cardholders, merchants, and issuing financial institutions have a clear dispute process and enabling technology, making resolution of disputed transactions fast and easy.

This position is based in Singapore and reports to the Sr. Vice President of Network Processing. In addition to the functional oversight of the VROL system, this position will have the additional designation of being the senior leader and site manager for NP in the Singapore location. In this capacity, the candidate will have matrix responsibility for all NP management, staff, and contractors based in Singapore and will provide guidance to NP technology resources based on an understanding of the global corporate and technology
strategic objectives that the candidate will need to develop and maintain. This position will also be the main point of contact to
business counterparts and other technology executives across all Visa geographic locations to promote effective communications to and from Singapore, and to support business and product development initiatives.

This position has a high-impact, high-visibility role within Network Processing and the entire Visa technology organization. Due to the mission-critical nature of the VROL system under the scope of this position's responsibility, this candidate must ensure that the most rigid, high-availability development and problem recovery practices are in place to support Visa's leadership role in the payment ecosystem. Additionally, as the senior leader on site for NP in Singapore, the candidate must facilitate effective corporate communications on behalf of global corporate and technology efforts, promote collaboration across technology and business colleagues, and provide a senior leadership presence to Singapore-based NP team members.

PRIMARY RESPONSIBILITIES

  • Leadership over 80 VROL IT professionals in Foster City, CA, Singapore, and offshore outsourced
    resources in Calcutta and Bangalore, India.

  • Senior site leadership for all Singapore based NP managers, staff, and contractors. Provide guidance based on an understanding of the global corporate and technology strategic direction, provide mentorship for mid- and front-line management, ensure appropriate communications are provided on behalf of Corporate Headquarters and Global Systems.

  • Leveraging the expertise in all locations and working to ensure seamless and coordinated practices are in place so that the highest quality deliverables in terms of project development as well as problem resolution activities are achieved.

  • Serving as key liaison between business and technical development staff to ensure requirements driven by business colleagues in California, Colorado, Virginia, Singapore, and other Visa regional offices are delivered to specification by technology teams.

  • Manage a multi-million dollar operating budget and a $20 - $40 Million portfolio of projects annually.

  • Functional management and staff development for a large team of development managers, developers, and analysts in four locations around the world; setting clear, aligned goals and direction; delegating appropriately and regularly providing candid feedback and coaching to optimize strengths and build competency within the team.

  • Collaboration, consultation and guidance to senior business leaders in other parts of the organization to ensure that project objectives are aligned with enterprise strategies and goals; ensuring that expectations and desired results are met efficiently and effectively to ensure customer satisfaction with project deliverables.

  • Handling routine daily activities such as logistics, coordination, coaching, mentoring, recruiting,
    budgeting, purchasing, planning, delivery, quality, customer/vendor relationships, performance metrics, operations, efficiency, service level management, etc.

Qualifications

In this role, the successful candidate will have demonstrated leadership and technical experience as follows:


Trusted leader who has directly managed software development and engineering teams of 40 or more and who has had significant experience managing remote/offshore development teams; budget responsibility should minimally have been in the $10 - $15 Million range.

• Demonstrated a track-record of success in leading multidisciplinary projects/initiatives that represent highly complex organizational issues with broad technical and strategic initiatives that result in tangible impact for the organization.

• Established and maintained key relationships and experiences with large third party vendors and have successfully managed initiatives with vendor participation to successful completion. The ideal candidate will also have had experiences with vendor service level agreements (SLAs); delivery; customer satisfaction; performance metrics/scorecards for complex large-scale projects.

• Have a solid foundational understanding of the following platforms and associated technology

• Application development on JVM based platforms (tcServer or similar) and JAVA frameworks like Spring, Struts etc.Working knowledge of:

• Enterprise grade caching solutions

• Business Rules Management Systems

• Relational databases (DB2 or Similar) and/or NoSQL databases like Cassandra

• vBlock(or similar infrastructure)

• Experience in managing/developing large-scale applications on Open-source backed enterprise grade solutions.

• Results-driven manager with experience in establishing direction, aligning goals to division and corporate tactical and strategic goals, achieving high quality results from team members, and motivating and maintaining an engaged and high performing team.

• Strong and consistent trajectory as a leader. The successful candidate will have a track record of developing and maintaining a leadership team that promotes core values of initiative, integrity, collaboration, and stewardship over corporate financial and human resources.

• Think strategically: See patterns and relationships in information and events; apply past experiences to current situations; clarify and simplify complex information; anticipate trends and possibilities that may lead to new business opportunities;consistently think and act "ahead of the curve;" anticipate
and effectively respond with urgency to immediate opportunities; executesplans vigorously and with flexibility; operate proactively; identify and address long-term opportunities.

• Demonstrated focus on service excellence; view Visa's services and products from the customers' perspectives; identify future needs, desires and trends of current and potential customers.

• Be able to quickly understand and effectively leverage the organization to accomplish business and unit goals; gain credibility with senior leaders on critical business issues.

• Demonstrate executive presence, including communicating effectively; inspiring and mentoring others, and continuously developing the competencies of him/herself and others.

• Bachelor’s degree in relevant discipline.

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