Job Description

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.





If you think you could support Visa as a VOCC VAS Manager, 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 incidents for which there is no immediate workaround. The VOCC VAS Manager, needs to have a similar discipline, but will also be expected to drive the team to resolve upwards of 80% of all incidents 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 VOCC VAS Manager will be required to drive service level expectation against the performance of the team to ensure that external or internal clients experience a positive response to enquiries, incidents or 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 Visa VAS Operations 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.
• Act as delegate to the Business Leader in their absence.
• Demonstrate technical leadership skills in day-to-day work, take ownership of critical incidents where appropriate, drive through to resolution in a timely manner as dictated by the impact and severity.
• Manage team workload, ensure all incidents, problems and requests are prioritized, assigned, resolved or acted upon in a timely manner, ensure all incidents have 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 Visa VAS Operations 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 incidents to senior management, other internal support groups and the customers via sms 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 incidents.
• Attend and participate in Major Problem Review meetings as required.
• Working without supervision, this role requires the ability to triage multiple simultaneous incidents and manage all to an effective resolution.
• Role model the Visa 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

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications
What we\'re after\xe2\x80\xa6

• 5+ years of relevant work experience and a Bachelors degree, OR 8+ years of relevant work experience
• 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 incidents 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 support staff 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 / V4
• Strong understanding of VISA\'s Authorizations monitoring tools

Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.

Additional Information

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