SVP, Global Contact Center
- Miami, FL, USA
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and 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, and 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 and 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, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
The Senior Vice President, Global Contact Centers is responsible for leading a global network of contact centers with over 1,500 employees and vendor partners operating around the world. This role can be based out of Miami, FL or Lehi, UT. The role provides leadership and oversight for all contact center operations supporting Visa’s suite of products and services, including providing on behalf of operations for Visa clients. This role is a direct report to the Global Head of Client Services and is a member of the Client Services Leadership Team.
The SVP, Global Contact Centers is responsible for building a cohesive high performing team through leadership, setting strategic direction, and establishing structure and processes that ensure efficient, reliable and compliant operations for Visa’s contact centers globally. This leader will be responsible for collaborating with counterparts in the Client Services organization, cross-functional leaders and members of Visa’s executive management.
Principal Responsibilities/Key Results Areas
Lead the Global Contact Centers organization, with direct management responsibility for 1,500+ employees, vendor management, and providing contact center services for internal stakeholders.
Partner with x-functional stakeholders –Visa’s Debit Processing Services, Cybersource, Authorize.net, Visa Product team, Marketing – to provide contact center services in support of the business, clients and end users.
Develop strategic vendor relationships/partners and proactively manage services to ensure Visa is optimizing operations.
Manage with strong operations focus, identifying and managing against KPIs, SLAs and metrics-based workforce planning. Effective management and resourcing planning for peak period coverage.
Responsible for P&L management and optimization, including accurate revenue and expense forecasting, relating to all aspects of the contact centers. Continually seek to identify growth and efficiency opportunities, and execute in partnership with key stakeholders/partners.
Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk/fraud.
Establish and foster relationships with clients, vendors, industry players, and internal stakeholders at all levels, including executive management.
Lead by example, setting development and leadership goals for the organization, holding leaders accountable for the development of their teams and delivery against goals. Utilize the Visa Leadership Principles and Rewards/Recognition programs inclusive of Annual Review.
15+ years in expanding leadership roles with experience in leading a 24x365 customer-facing support environment, including proven experience managing a comprehensive, growing business in a distributed support model.
Proven ability to manage contact center business, using traditional contact center KPIs, ensuring quality, accurately forecasting revenue and expense. Experience with contact center operations and technologies including telephony, CRM, quality, training, etc.
Extensive experience establishing and managing vendor relationships to ensure consistent performance and quality; develop strategic approach to achieving the appropriate balance of employee, contract, and outsourced coverage.
Experience planning and managing workforce for seasonal or project-specific needs, including staffing models that address needs to quickly ramp up or down staffing levels.
Demonstrated track record of integrating digital channels of consumer contact (e.g., Smart IVR, chat, social) and optimizing channels while improving/maintaining service levels and satisfaction.
Experience innovating with internal and/or vendor technology partners to automate and integrate manual processes with transformational impact to cost, quality, and/or cycle time.
Natural collaborator, with excellent communication skills and strong executive presence. Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to Visa.
Superior business and analytic skills, capable of clearly communicating a vision to the team, the company and our clients.
Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive. Develop career pathing and work to build succession within Client Services and Visa broadly.
Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.