Program Manager, Global Partner Management (Call Center)
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.
Client Support Services (CSS) 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. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. 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.
The Program Manager is responsible for managing relationship and performance of Visa outsourced contact centers. Candidate will be responsible for supporting the business operational needs for products and Visa services including Concierge Services, Card Benefits, and Promotions.
The role will require extensive interaction across multiple cross-functional areas, such as outsourced contact centers, Consumer Credit product office, Sales/Account Management, Compliance, and Legal. This candidate will work closely with the business office/product managers, and include liaison work between suppliers and product/program owner, to ensure we meet the needs of clients, merchants, and customers. This includes escalation support, program administration, program expertise, research and analysis for operational issues, and overall program operational performance from a business perspective. The position is in Visa office Singapore.
Ideal candidate will have an undergraduate degree, experience in customer service contact center, and financial services industry experiences is preferred.
Specific responsibilities include:
Account management and project management that aligns to business goals and objectives.
Ensure outsourced partners deliver on set key performance indicators.
Operational process management and escalation – internally and 3rd party vendor operational counterparts when applicable.
Issue management and communication to internal support teams such as client services and business owners.
Collaborate with internal functions including training, workforce management, quality assurance, compliance, product owners, and other internal stakeholders.
Subject Matter Expertise to the operations of the program for the account.
- Bachelor’s degree or equivalent required, or 8+ years leading contact center operations.
- Self-starter with a passion to drive results, with ownership, accountability, integrity, customer service, and a spirit to succeed.
Experience in driving a performance-based metric organization, team efficiencies, and balancing workload productivity across multiple partners.
Strong interpersonal and communication skills, team player, able to work independently, quick learner, customer service focused, resourceful, results oriented, and able to build consensus, detail oriented and excellent follow through.
Proficiency in call center metrics and how to improve efficiencies and performance.
- Proven ability to service and support a range of internal and external stakeholders, often in parallel and within a shifting set of priorities.
Skilled analytical thinker with the ability to identify, prioritize, and resolve various complex operational/production issues. Ability to analyze and organize a plan based upon available information.
Knowledge and experience in project management preferred.
Mindful of the financial impact of operational decisions.
All your information will be kept confidential according to EEO guidelines.