Sr. Manager

**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.
The Client Support Services, Technical Solutions team is tasked with supporting clients using Visa products and services including, but not limited to, Click to Pay, Visa Token Service, Visa Direct. As Sr Manager, Technical Solutions in Latin America and Caribbean, you will be responsible for providing post-launch support to merchants and issuers, developers, and partners across the Global Enterprise, Mid and Small Business channels. You and your team will be responsible for providing technical support of a client through the integration of the Visa Digital products as consultation services and offer post launch escalation technical support to all live issuers, merchants and partners. You will be expected to handle escalated support requests, working with other teams inside and outside the Client Services organization. We are looking to this Sr Manager to work closely with local and regional Senior Leadership Teams to help build, lead, strategize, and grow the Technical Solutions team in the LAC region.
**Main Job Tasks and Responsibilities**
- Determine staffing requirements based on installed merchant/partner/issuer base, projected customer adds, and forecasted addition of product enhancements.
- Recruit, hire and train new staff members to bring them quickly and effectively up to speed and help contribute to the team and organization.
- Supervise and mentor direct reports on a daily basis by working as an escalation point on complex customer issues, providing guidance on possible strategies to take, and staying in tune with the active projects within the team.
- Set employee goals and objectives to help grow the team and organization while also helping the employee achieve individual career goals.
- Develop team to maximize potential by staying in tune with the strategy of the company and pushing the limits of the team to ensure they are helping to grow the business.
- Monitor individual performance through monthly 1 on 1’s, tracking goals, and conducting annual performance reviews.
- Deliver direct, concise, and constructive feedback to employees with confidence.
- Delegate specific work duties to the team to give them a vested interest in tasks outside of their own account assignments and ensure they are proactively working together as a team.
- Be flexible enough to shift your strategy when needed.
- Plan and implement policies and practices to maximize operating efficiency.
- Review performance metrics to monitor and measure productivity and goal progress.
- Help drive the adoption and expand usage of Technical Account Mgmt in the Latin America and Caribbean region.
- Act as primary technical point of contact for Issuers, merchants and partners addressing any technical challenges or issues they may have.
- Work cross-functionally to drive support processes internally within the region.
- Maintain global alignment between LAC region and rest of world.
- Act as internal liaison between Visa clients and the Visa cross functional teams to ensure the needs within the region are being met within the products.
- Provide consultative guidance and best practices about online payment processing.
- Perform business analytics and performance monitoring of live Issuers, merchants, and partners.
- Educate clients on how ongoing enhancements of Visa services may benefit their business.
- Represent Client Services to other departments in the company including sales, operations, product management, and product development.
- Partner with other internal teams to build relationships with technical and business contacts across the account portfolio.
- Client-facing travel (international and domestic), 20%
**Key Knowledge Domains**
- Credit card payments and payment systems
- eCommerce industry
- Web technologies and systems
- API integration
- Team Leadership / People management
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
- 10 or more years of work experience with a bachelor’s degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at le

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