About this role
About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Sr. Manager, Client Care is responsible for leading and developing a team of Client Care Managers, focusing on employee engagement, coaching, and delivery of efficiency metrics. This role is dedicated to delivering and improving the customer and teammate experience, ensuring world-class service in support of client objectives and programs. The Sr. Manager consistently demonstrates a focus on issue resolution, technical aptitude, and data-driven decision making, interpreting and synthesizing data for problem solving. Responsibilities include monitoring and coaching team performance, championing a world-class employee and customer experience, and facilitating career development among team members.
All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.
Key Responsibilities:
• Deliver world-class customer service through monitoring and coaching team performance and objectives. • Champion a world-class employee and customer experience, focusing on issue resolution, customer centricity, and employee engagement. • Facilitate career development among team members, including regular evaluations and performance feedback. • Develop Team Leads and evaluate staff effectiveness and performance annually and as needed. • Ensure delivery of service level, budget, coaching, and documentation (overtime, handle time, etc.) and other key metrics. • Partner with workforce planning teams to deliver around-the-clock support and ensure sufficient coverage. • Actively participate in hiring, onboarding, training, and development of support and staff members. • Set goals with peers to achieve business results, develop monthly, quarterly, and annual call center goals and action plans. • Partner across teams and departments for process improvement initiatives. • Execute and deliver cross-functional projects efficiently without negative impact on quality. • Lead small-scale process improvement and business initiative projects to improve efficiency and productivity. • Collaborate with peers and team members to lead projects and achieve business goals. • Drive business goals by providing guidance to peers and other sub-function leaders within the business. • Participate in and lead customer experience calibration sessions and team meetings to ensure communication flow. • Demonstrate and model Visa behaviors and leadership principles. • Execute leadership strategies and tactics to drive performance and achieve business results. • Ensure compliance with key controls, timekeeping, managing sensitive data, and other policies, including maintaining confidentiality. • Maintain flexibility in scheduling, including willingness to work a flexible schedule as business needs change. • Willingness to work full time on-site and occasionally temporary work from home or hybrid schedule, depending on business requirements. • Remain in the position for at least 24 months. • Some weekends or holidays work coverage mighty be required (remote)
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. 
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications
Basic Qualifications:
• 8 or more years of relevant work experience with a Bachelor's Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD. • Experience in employee engagement, coaching, and development of high-performing teams. • Experience in delivering efficiency metrics and improving customer and teammate experience. • Experience in issue resolution, technical aptitude, and data-driven decision making. • Experience in monitoring and coaching team performance and objectives. • Experience in facilitating career development among team members. • Experience in developing Team Leads and evaluating staff effectiveness. • Experience in delivering service level, budget, coaching, and documentation metrics. • Experience in partnering with workforce planning teams for support coverage. • Experience in hiring, onboarding, training, and development of staff members. • Experience in setting and achieving business goals and action plans.
Preferred Qualifications:
• 9 or more years of relevant work experience with a Bachelor's Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD. • Experience in leading cross-functional projects and process improvement initiatives. • Experience in small-scale process improvement and business initiative projects. • Experience in collaborating with peers and team members to lead projects and achieve business goals. • Experience in providing guidance to peers and other sub-function leaders within the business. • Experience in participating in and leading customer experience calibration sessions and team meetings. • Experience in managing teams that attend live interactions, queue management, adherence and shrinkage control and workload distribution.
Visa is an EEO Employer Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.