Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
The position is responsible for overseeing the design, development and delivery of both procedural documentation and training delivery in support of Visa products and services for Dispute and Support Operations (DSO), Dispute Analysts & Support (DAS). The Manager position will lead a team of Technical Writers and Technical Trainers across all DSO sites and provide operational support to vendor business partners. Responsibilities include developing business-relevant curriculum, attaining appropriate level of expertise on assigned topics, delivering information effectively, and ensuring all established goals and objectives related to training and development are completed successfully. The Manager will work closely with the Technical Writer(s) to update and maintain all training documentation, support the SharePoint site for updates, changes and document management and retention. Trainers are responsible for all training document creation and review to ensure alignment within sites, service lines, teams and procedures. Manager will partner with Quality Assurance, DSO leaders, and Visa Training team in order to provide up to date, relevant and engaging training and documentation to the team.
Essential Functions
- Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality
- Stay current with DSO, Visa, and client business objectives by building effective relationships with product, sales and account teams, as well as DSO leadership
- Partner with Trainers and Technical Writers to develop skills and material as well as prioritize tasks
- Participate in and promote a DSO training assessment and feedback process
- Identify on an ongoing basis potential course or knowledge gaps and /or needs and coordinate with DSO leadership on scheduling as appropriate
- Work with functional groups to plan and develop curriculum per assigned schedule
- Ensure course material and procedural documentation accurately reflects and supports the business and strategic objectives of DSO, Visa DPS and its clients
- Update materials according to schedule, or more frequently as needed
- Stay abreast of latest training and course development practices to ensure training delivery is engaging and effective
- Ensure all materials and procedural documentation are prepared and delivered in a timely manner prior to event
- Look for process improvements and ways to optimize workflows
- Oversee Change Control Committee and process to ensure smooth implementation of new processes, ensuring team is trained and QA is engaged
- Conduct training programs and procedural documentation updates according to schedule
- Administer onsite or online/MS Teams training as necessary for team, ensuring engagement and successful transfer of knowledge
- Work with DSO Technical Writer(s) to ensure policies and procedures are accurate and up to date
- Be thoroughly acquainted with DSO Procedures, Quick Reference Guides and Job Aid templates
- Other requirements as assigned
- Domestic and international travel required (20-35%), with short term (2 week to 1 month) stays at off-site locations
- Work off business hours as required to meet with direct reports and subject matter experts in order to ensure that specialized topics are appropriately addressed and discussed
Qualifications
Basic Qualifications
- 4 years of work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degree
Preferred Qualifications
- 7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD
- A minimum of 5 years’ experience working in a merchant acquiring, card issuing, or back-office banking environment, and a minimum of 3 years of experience in a dispute resolution management or loss recovery role
- Experience in training and course development, preferably within the financial services industry
- Knowledge in effectively facilitating live and virtual training programs of various attendance levels
- Ability to learn new technical applications quickly and in-depth
- Ability to translate complex topics into clear and concise steps
- Detailed understanding of procedural writing, document management and record retention policies
- Process improvement, including project management highly encouaged
- Comprehensive knowledge of Visa’s International Operating Regulations
- Comprehensive knowledge of US Federal Regulations E and Z
- Experience with Visa DPS Prepaid and Debit products and Visa VROL, PAS/PAT applications a plus
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
- Proven ability to service and support a range of internal and external customers, while maintaining client/stakeholder confidentiality, often in parallel and within a shifting set of priorities
- A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and achieving high quality operational results
- Ability to make independent decisions guided by department policies and procedures
- Customer focus with proven ability to establish productive working relationships across international sites and cultures
- Proven ability to work independently as well as across multiple departments and international locations
- Exceptional verbal, written and interpersonal communication skills are required
- Good listening and consultative skills a must
- Proficiency in Microsoft Office products including Word, PowerPoint, Excel, Outlook and One Note
Additional Information
Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.