Senior Program Manager
Senior Program Manager
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1 Vacancy
Job Description
Operational Excellence & Client Experience is an innovative team that is constantly seeking transformative opportunities for Visa Client Care. With transformation comes change across the people process and technology spectrum. We must stay diligent in our transformation approach from concept to sustaining operations. Our Senior Program Managers drive all aspects of that lifecycle from strategic planning to agile and tactical to sustaining and continuous improvement. We constantly strive to provide a world class Client Experience that helps our business to differentiate itself from our competition.
Our goal is to quickly drive process improvements to achieve better Client Experience enhance the team member engagement enable OKR achievement and ensure regulatory compliance. We are seeking highly motivated data driven independent thought leaders with a passion for global operations transformation.
Key Responsibilities:
- Perform all duties associated with managing Lean Agile and Client Experience transformation programs
- Analyze customer and client surveys as well as team member feedback to drive efficiencies in processes and improvements in client experiences
- Connect with key stakeholders understanding their drivers and stressors ensuring the programs improve internal as well as external performance
- Work with the Business Owner to understand priorities risks and timelines and establish and manage the plan to achieve program milestones
- Drive the establishment of documented processes and procedures within an easily accessible Knowledge Management framework utilizing formal change management
- Foster team cohesion and morale constantly acknowledging others contributions and celebrating team wins
- Continuously strive to be the best through retrospectives and continuous improvement
- Manage projects to achieve OKR objectives
About You:
- You have passion and ownership for everything you do. You act on behalf of the whole company as if it were your own and never say thats not my job.
- You are an expert in Maximizing the amount of work not done you enjoy simplifying workflows eliminating waste and minimizing rework.
- You are extremely curious and dive deep into the data to understand the customer journey and the team member pain points before ever recommending a solution.
- You feel proud of yourself for getting things done quickly. You have a sense of urgency and a bias for action. You understand that the fastest way to get things done is to utilize a structured documented and unambiguous approach often relying on proven frameworks and published standards to kickstart initiatives.
- You are an excellent and direct communicator. You listen attentively speak candidly and treat others respectfully. You are a thought leader and are bold in your approach to bring forth fresh ideas and innovative solutions. You have excellent writing skills and understand that taking notes and documenting details is a leadership skill that enables alignment and sets team direction.
- You are a motivated selfstarter with the ability to work independently while driving projects and programs with crossdivisional teams to achieve desired outcomes effectively prioritize and multitask under tight deadlines
- You love people whether they are our team members or our clients and you are passionate about making their lives better every day.
This is an onsite position. An onsite position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
Qualifications :
10 yearsexperience as project/program manager delivering complex process improvements and
global strategic initiatives for large corporations or within the military. Ideal candidate will have deep
knowledge and experience with project planning gotomarket activities and managing
crossfunctional global project teams.
PMI PMP Lean Six Sigma Prosci and/or Disciplined Agile Certification
3 years of experience utilizing Root Cause Analysis Process ReEngineering DMAIC methods or
other structured methods to bring about significant organizational performance improvements on a
global scale.
Expertise in process reengineering Lean Six Sigma methods Capability Maturity Models and / or
formal Change Management frameworks
Experience with Knowledge Management systems and methodologies and KM governance
Understanding of Contact Center metrics drivers and levers Genesys IWS Chat Telephony IVR and
associated routing queue functionality and reporting a plus
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
