Company Description

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.

Job Description

Join Visa as Senior Director, Collections on our Credit Settlement Risk team. In this role, you will oversee the activities and performance of the collections team, playing a crucial role in risk management. If you believe you can contribute to our success, we want to hear from you – together, let’s make Visa a great place to work.

The new Sr. Director (SD) - CSR Collections role will report directly to the Vice President (VP) – Head of Collections.

Credit Settlement Risk provides industry-leading management of credit risk for Visa’s entire client portfolio, protecting Visa from financial losses due to client failures, while also enabling and supporting innovation and responsible business growth. With our deep knowledge and expertise, CSR upholds a robust and comprehensive Credit Risk Policy, underpinned by strong governance principles. We actively supervise the credit quality of our client base, taking high quality collateral to secure any sub-investment grade risk. To ensure the highest level of risk management, we leverage advanced tools that allow us to monitor client exposures in near real-time and cap exposures for selected clients. Our proven track record of successfully managing the transfer of programs from failed entities without service interruption, while working closely with regulators, demonstrates our commitment to seamless operations and regulatory compliance.

The Collections team is responsible for managing and collecting past due amounts owed by clients to Visa in an effective and timely manner. The SD of CSR Collections will provide operational guidance and direction to the Collections team to ensure that they consistently follow the Collections policies and standard operating procedures.

The SD will be responsible for managing a wide range of complex projects and tasks of diverse scope, identifying appropriate courses of action, and driving them to completion. Under the supervision of the VP, the SD of CSR Collections will have responsibility to drive successful collection of past due amounts from clients, partnering with all relevant stakeholders: Sales, Client Services (CS), Controllership, CSR, Legal and various other Business teams as required.

Job Scope and Essential Functions

This key role is responsible for equipping team members with the necessary information, tools, and resources for adhering to laws and policies, managing collection procedures, and effectively resolving delinquent accounts. We are seeking a thought leader with a deep understanding of best-in-class B2B Collections practices and trends in service delivery and support. The ideal candidate will excel at building solid working relationships with business partners and stakeholders across Risk, CS, CSR, Controllership, Sales, and various other Business teams. This role is pivotal in enhancing our collections processes and driving the team's overall success. Expectations include:

• Leading a growing and evolving organization consisting of seasoned employees at various stages of their career.
• Reimagining the Collections process and workflow by seeking out leading edge solutions, taking an agile approach to implementing technology enhancements and process improvements. 
• Building and fostering a 'Client first' culture, driving policies targeted at empowering staff to deliver client-centric experiences with each interaction, while still resolving delinquent accounts.
• Forging strong relationships and building trust with other internal teams, stakeholders, senior and executive management through active listening, empathy, and a collective desire to deliver extraordinary results.
• Proactively identifying and taking a data-driven approach to solving complex organizational challenges that influence the reputation and direction of the business.
• Providing thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to deliver results.
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation and clients.
• Developing and managing strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts. 
• Staying current with industry and client trends and maintaining a strong knowledge of Visa’s products, services and processes.

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:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications:

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9 years of experience
• Extensive experience leading collections teams and/or vendor management, driving policies targeted at empowering staff to deliver exceptional experiences with each interaction, while resolving delinquent accounts.
• Proven track record for successfully leading high-performing teams responsible for implementing and supporting complex programs involving extensive change management, all while delivering exceptional client & stakeholder experiences.
• 10 years of experience helping organizations, teams, and individuals adopt agile practices and methods (e.g. sprint planning, daily scrums, project work, story time, sprint review, and retrospective) while embedding agile values (e.g. individuals and interactions over processes and tools, responding to change over following a plan, etc.).
• Highly proficient in performing data-driven analyses (e.g. exploratory, diagnostic, and predictive analysis) to identify changes needed to improve performance and achieve the highest level of operational excellence. Analytical mindset with an ability to question status-quo and generate innovative ideas.
• Strong background in customer research and analytics techniques (e.g. focus groups, market segmentation), customer strategy, human-centered design, and performance management.
• Executive-level interpersonal and communication skills, and a proven ability to collaborate and negotiate with and influence customers and staff at all levels.
• Demonstrated ability to build and maintain strong business relationships with stakeholders at senior and executive management levels.
• Proven record of accomplishment building high-performing and engaged teams, leading and driving teams to exceed established goals and objectives.
• A proven track record for making sound business decisions, setting direction and managing both short and long-term goals to achieve high quality operational results and customer commitment.
• Functional experience in payment processing and client management in a payments environment a plus.
• Executive level oral and written communications.

Additional Information

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 154,500.00 to 241,450.00 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.