Client Care Ops Consultant

Pasay City, Metro Manila
Permanent
Full-time

17 days ago

Company DescriptionVisa 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 DescriptionTeam SummaryAt Client Care Global Disputes, we are a specialized, global back-office unit dedicated to managing and resolving transaction disputes on behalf of Visa's issuer clients. Our team serves as the central engine powering Visa's 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 Visa's 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 Visa's 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 issuesAct as a consultant to operations to improve service, partnership and potential revenue gains, and help train on systems, processes, and disputes as necessaryCommunicate verbally or in writing directly with clients, vendors, and internal resources on various operational topicsDevelop and maintain a training/consulting schedule for both value added services and paid for consulting with clearly defined lines and goals for eachWork closely with DSO leadership to provide ongoing fresh ideas and suggestions for better ways of supporting client needs and business growthServe as subject matter expert on dispute-related questions from internal staff, clients, executive management, and other entitiesEnsure processing is consistent with all Service Descriptions and one-off processes are avoidedHave visionary expertise to see beyond day-to-day needs in order to plan for and accommodate future requirementsProvide reporting as necessaryMaintain a high degree of knowledge on dispute processing across all product linesLiaise between internal quality assurance department and assist with the SSAE external auditPerform other duties as assignedSupport global teams by working outside standard business hours when requiredThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.QualificationsBasic 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 InformationVisa 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.

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