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.

This role will lead a team of individuals who are responsible for configuration support supporting all regions including, but not limited to, certificate management, CIQ record management, research requests, and other non-client facing responsibilities. 

Primary responsibilities include:

• Provide leadership, direction and management for a team of individual contributors (implementation analyst and associate implementation analyst levels) who are responsible for processing certificates, first level intake of CIQ processing for North America, and other non-client facing support functions (i.e. NICHE, pre-edits, research, etc).

• Establish, foster, and build business relationships with internal business stakeholders in CSS and throughout the organization.

• Support all client configuration teams in their efforts to meet market demands and established service levels.

• Ensure all requests are completed successfully and in a timely manner.

• Demonstrate continuous improvement of performance, cost effectiveness and compliance in delivery of support services.

• Ensure all staff are trained and prepared to support various functions and meet established lead times.

• Identify and implement process improvements through analysis of support trends.

• Assess operational opportunities and look into innovative ways to improve process and increase service quality or efficiency.

• Partner with PKI/Compliance and other key stakeholders to ensure all documentation and processes are current and meet industry and audit requirements.

• Responsible for rotation schedule for regional and holiday coverage; this will include support for emergency requests specific to certificates.

• Mentor direct reports by working as an escalation point on issues, providing guidance on possible strategies to take, and staying in tune with critical projects.

• Set employee goals and objectives to help grow the team while also helping the employee achieve individual career goals.
• Monitor individual performance through one on one discussions, tracking goals, and conducting annual performance reviews.
• Be flexible enough to shift strategy when needed

• Bachelor’s degree in Business, Finance, Computer Science, or Information Technology, or a minimum of 10-12 years’ equivalent work experience in a customer support role in software, financial or information services.

• 5-7 years’ experience leading high performing teams in a complex and evolving environment.

• Proven track record for making sound business decisions, managing both short and long term goals, and achieving high quality operational results and customer commitment.

• Ability to work cross functionally and collaborate across various departments in organization.

• Demonstrate strong team management skills.

• Be available after business work hours as needed.

• Ability to demonstrate a thorough knowledge of Microsoft applications with a focus on Outlook, Word, Excel and PowerPoint.

• Ability to handle multiple projects/activities simultaneously while meeting deadlines.

• Excellent time management, organization, and planning skills are essential.

• Excellent verbal, written, presentation and interpersonal skills are required.

• Demonstrate ability to articulate complex technical terms or processes into business language.

• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.

• Must have intermediate troubleshooting skills and a passion for problem solving and investigation

• Knowledge about Digital Certificates and Cryptography is a plus.

   

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

All your information will be kept confidential according to EEO guidelines.