VOCC VAS Manager

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 plans to support initiatives to meet the operational and continuity needs of Visa and its customers.
• Improve day to day work processes, procedures and systems while reducing Visa's exposure to financial loss.
• Represent the support team on cross-functional projects and ensure the timely completion of agreed tactical deliverables.
• Demonstrate technical leadership skills in day-to-day work, take ownership of 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 been mitigated.
• Review and identify common problem areas within the team that require focus and assign tasks accordingly.
• Represent the Visa VAS VOCC 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.
• Keep staff on track supporting multiple production issues and help prioritize as necessary.
• Maintain technical skills through participation in ongoing training of the team.
• Responsible for the internal and external communication of incidents to management, other internal support groups and the customers.
• Attend and participate in Major Problem Review meetings as required to speak on behalf VOCC and actions taken during an incident and define any improvement actions.
• 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. Expectation of days in the office will be confirmed by your Hiring Manager.  ​

Basic Qualifications:
5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
What we’re after…
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
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.

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.