Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

If you think you could support Visa as an OCB VisaNet Transaction Quality Team Leader, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

Support an ITIL based infrastructure to include incident resolution and escalation of issues for which there is no immediate workaround.  The VisaNet Transaction Quality Team Leader, needs to have a similar discipline, but will also be expected to drive the team to resolve upwards of 80% of all issues without the need for any escalation. Ideal candidate must possess demonstrable leadership qualities combined with technical expertise, and client advocacy to be able to drive and direct a best-in-class ITIL focused Team of professionals. The Visanet TQ Team leader will be required to drive Service level expectation against the performance of the team to ensure that external and internal clients experience a positive response to inquiries, issues and events. 

What we expect of you, day to day.

• Manage the day-to-day responsibilities of a team of professionals who provide first level support for Visa’s Global Network and Authorization systems, networks and platforms
• Provide management and leadership to members of the Visanet TQ team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Assist the Business Leader in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and its customers
• Improve work processes, procedures and systems while reducing Visa's exposure to financial loss
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and implement solutions
• Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables
• Measure the overall support effectiveness and quality of work through metrics in order to maintain the standard of the Visa brand
• Manage the change activity across all production and development network and authorization systems ensuring risk is managed, system and service disruptions are kept to a minimum and service levels maintained
• Act as delegate to the Business Leader in his absence
• Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem
• Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensure all incidents and problems have root cause identified where possible
• Review and identify common problem areas that require focus and assign tasks accordingly:
• Working with the appropriate groups to, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
• Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software;
• Represent the Visanet TQ team in relevant meetings such as process improvement and initiatives meetings
• Will understand and adhere to the current escalation and critical situation management process within the Global Operations VOCC
• Support project schedules and changes
• Maintain technical skills through participation in ongoing training
• Responsible for the internal and external communication of issues to management, other internal support groups and the customers via pages, email broadcasts or phone
• Must develop an in-depth understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
• Bridge Stewardship in support of timely resolution of internal issues
• Attend and participate in Change and Problem Advisory Board meetings
• Working without supervision, this role requires the ability to triage multiple simultaneous issues and manage all to an effective resolution
• Role model Visa's leadership principles

The role should exhibit the appropriate level of Visa Leadership Principles:

• Lead by Example
• Communicate Openly
• Enable and Inspire
• Excel with Partners
• Act Decisively
• Collaborate

What we’re after…

• Experience managing a large team in a very diverse and de-centralized environment
• Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution
• Ability to interpret and represent technical issues into business concepts and solutions to multiple levels internally and externally
• Effective professional verbal and written communication skills and solid presentation skills
• Demonstrable strong leadership capabilities and interpersonal skills
• Excellent team player
• Strong reporting and documentation skills
• Leads by example
• Clear understanding of Visa’s authorisation systems and network
• Mid-level experience in a network and authorization technical support role
• Ability to manage a team of 2-4 Level 2 technicians on shifts providing 24 x 7 x 365 operational support.

Beneficial:

• Bachelor’s degree, or equivalent industry experience
• Information Technology Infrastructure Library Foundation Certificate (ITIL) V3
• Strong understanding of VISA’s Transaction Quality monitoring tools including Vital Signs and TLC

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.