Sr. Manager, Global Operations

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

If you think you could support Visa as a Sr. Manager, VOCC VAS SRAS, we want to hear from you - together, let's make Visa a great place to work.

What's it all about?

The Sr. Manager, VOCC VAS SRAS, will oversee the Settlement and Reporting infrastructure, services, and platform to include incident resolution, client communication, and escalation of incidents to ensure high availability and funding deliverables. This role requires a profound blend of leadership, technical expertise, and client advocacy to drive the team towards availability above 99.999%. The ideal candidate must demonstrate exemplary leadership qualities and possess deep technical knowledge, alongside the ability to foster a high-performing, ITIL-focused team of professionals. The Sr. Manager will be responsible for ensuring service level expectations are met, thereby ensuring the best in class service for our clients.

What we expect of you, day to day:

• Oversee the daily operations of a team of professionals providing first-level support for Acquiring Settlement and Reporting systems, networks, and platforms.
• Provide strategic leadership and management to team members, including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching, and administrative support, including timesheets.
• Collaborate with the Business Leader to develop and manage short to longer-term tactical plans supporting initiatives to meet operational and continuity needs.
• Enhance work processes, procedures, and systems to reduce risks of service interruptions.
• Represent the support team on cross-functional projects, ensuring the on-time completion of agreed tactical deliverables.
• Exemplify technical leadership skills in daily work, take ownership of significant incidents, and drive them to resolution based on impact and severity.
• Manage team workload, ensuring all incidents, problems, and requests are prioritized, assigned, resolved or acted upon in a timely manner, and that all incidents have been mitigated.
• Identify and address common problem areas within the team, assigning tasks accordingly.
• Represent the SRAS team in relevant meetings, such as process improvement and initiatives meetings.
• Ensure the team remains focused on supporting multiple production issues, projects, and daily activities.
• Maintain and enhance technical skills through ongoing team training, coaching, and mentoring.
• Communicate incidents internally and externally to management, other support groups, and customers.
• Participate in Major Problem Review meetings, representing VOCC and actions taken during an incident, and defining improvement actions.
• Independently triage multiple simultaneous incidents, managing each to effective resolution.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

*8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience

Preferred Qualifications

*9 or more years of relevant work experience with a Bachelor 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

*Strategic Oversight: This person will plays a crucial role in strategic planning and execution, contributing to long-term tactical goals and improving overall processes and systems.

*Leadership Scope: This person will oversees business critical teams and more complex projects, providing mentorship to their teams and ensuring alignment with broader company objectives.

*Decision-Making: This person is expected to make higher-level decisions with greater autonomy, driving cross-functional initiatives and representing the team in Leadership-level meetings.

*Experience managing large teams in diverse and decentralized environments.

*Proven track record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution.

*Ability to interpret and represent technical incidents as business concepts and solutions to multiple levels, both internally and externally.

*Effective professional verbal and written communication skills and solid presentation skills.

*Demonstrable strong leadership capabilities and interpersonal skills.

*Excellent team player with strong reporting and documentation skills.

*Leads by example.

*Mid-level experience in network and authorization technical support roles.

*Ability to manage a team of support staff on shifts providing 24 x 7 x 365 operational support.

Beneficial:

*Information Technology Infrastructure Library Foundation Certificate (ITIL) V3 / V4.

*Strong understanding of how the Payment Industry works.

*Management experience in the payment industry and supporting 24x7 teams.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $138,500 to $200,700 USD per year,which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.