Project Manager, Payments Network Exception Processing (Consultant/Manager)
Project Manager, Payments Network Exception Processing (Consultant/Manager)
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1 Vacancy
Job Description
Team Summary
At Client Care Global Disputes we are a specialized global back-office unit dedicated to managing and resolving transaction disputes on behalf of Visas issuer clients. Our team serves as the central engine powering Visas dispute resolution operations across regions handling everything from dispute intake fraud claims and chargebacks to representments and arbitration / compliance matters. We ensure that each case is processed accurately and within network timelines while maintaining strict adherence to Visas dispute operating regulations. With a global footprint and multilingual support we offer 24/7 coverage to deliver consistent high-quality service and protect the integrity of the dispute process.
We play a critical role within Visa by transforming complex dispute processes into seamless data-driven solutions that enhance issuer performance and customer satisfaction. By leveraging platforms like VROL and automation tools we optimize recovery rates and reduce dispute lifecycle times. As part of Visas Client Care organization we bring measurable value to the company by protecting revenue reducing operational friction and championing a service culture grounded in accountability innovation and continuous improvement.
What a Consultant does at Visa:
The Consultant is a senior-level member of the Global Dispute team serving as a strategic leader in transforming operations and driving both global and regional dispute-related projects. This individual contributor role is responsible for leading the modernization of legacy processes identifying opportunities for automation and efficiency and ensuring effective implementation and seamless transition of project deliverables into business-as-usual (BAU) operations.
As a key project lead the Consultant will oversee the planning execution and post-implementation support of major initiatives ensuring alignment with business objectives and stakeholder requirements. The role acts as a primary escalation point for complex dispute matters providing expert guidance and innovative solutions to the team.
In addition to supporting the leadership team with process improvements and change management strategies this position is responsible for day-to-day operations product and back-office support and performance reporting. The Consultant works independently exercising sound judgment in resolving complex issues and is passionate about operational excellence stakeholder engagement and delivering client-focused solutions in a dynamic environment.
Essential Functions:
Lead the end-to-end transformation of global dispute processing operations implementing modern efficient and scalable processes to drive business growth and operational resilience.
Identify opportunities for process optimization automation and technology integration to improve efficiency and reduce operational risk.
Coordinate staff and internal resources while collaborating cross-functionally with internal stakeholders technology teams and external partners to ensure seamless project execution and achieve transformation goals.
Serve as the primary lead for the Regionals Transformation and automation Projects and other initiatives overseeing all phases from planning and execution through to post-implementation support.
Ensure seamless transition of project deliverables to business-as-usual (BAU) operations including process documentation training and change management.
Monitor project milestones identify and mitigate risks and communicate progress to senior leadership and relevant stakeholders.
Drive adoption of new processes and technologies by developing comprehensive change management strategies and training programs focusing on the Regionals Processing line of business.
Act as a key liaison between regional processing teams and global project leads to align objectives share best practices and promptly resolve issues
Act as a consultant to operations to improve service partnership and potential revenue gains and help train on systems processes and disputes as necessary
Communicate verbally or in writing directly with clients vendors and internal resources on various operational topics
Develop and maintain a training/consulting schedule for both value added services and paid for consulting with clearly defined lines and goals for each
Work closely with DSO leadership to provide ongoing fresh ideas and suggestions for better ways of supporting client needs and business growth
Serve as subject matter expert on dispute-related questions from internal staff clients executive management and other entities
Ensure processing is consistent with all Service Descriptions and one-off processes are avoided
Have visionary expertise to see beyond day-to-day needs in order to plan for and accommodate future requirements
Provide reporting as necessary
Maintain a high degree of knowledge on dispute processing across all product lines
Liaise between internal quality assurance department and assist with the SSAE external audit
Perform other duties as assigned
Support global teams by working outside standard business hours when required
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Basic Qualifications
- Bachelors/Degree or equivalent experience
- Minimum of 8 years progressively responsible experience in a customer support role in financial services payment card software or information services is required
Preferred Qualifications
- 5 years of experience in a dispute processing project management or client management environment required
- Dispute processing industry experience preferred across all Visa DPS product lines
- Prior management and/or Account Management experience a plus
- Responsible for own workflow assignments and must be able to take the initiative to resolve complex problems and meet deadlines independently as well as part of a team
- Strong interpersonal skills and proven abilities in negotiating with and influencing customers/clients and staff at all levels
- Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
- Excellent time management organization and planning skills
- Able to set priorities influence others and manage customer expectations
- Provide ongoing direction and analysis of trends and opportunities to improve customer/client experience
- Self-starter with a demonstrated ability to achieve results as part of an effective team and ability to effectively prioritize and multi-task under deadlines
- Excellent verbal written presentation and interpersonal skills
- Ability to make independent decisions guided by department policies and procedures
- Demonstrate ability to work in a complex organization to determine business and customer needs providing the best solution to meet those needs
- Working knowledge of Microsoft Office
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 :
Full-time
Employment Type
Full-time
