Client Care Operations Leader

Visa; Bogotá; Presencial; COP 9.000.000 - 15.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

In-office schedule 3 days/week

Descripción de la vacante

Visa is seeking a Manager; Client Care Operations to lead strategic priorities and streamline processes across Client Care. The role focuses on planning, forecasting, and quality assurance while coordinating with other business areas to deliver complex programs.

Responsibilities include monitoring performance, guiding new staff, and partnering with AI/automation teams to optimize case routing and client service. This position requires in-office work three days per week.

Formación

• 5+ years of relevant work experience with a Bachelor's Degree or 2+ years with an Advanced degree, or 0 with a PhD.

Responsabilidades

• Define and manage strategic priorities for Client Care operations, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.
• Establish, implement, and continuously improve procedures or workflow processes to increase operational effectiveness.
• Coordinate operational activities with other areas of the business.
• Lead and manage cross-functional teams to deliver complex projects and initiatives.
• Monitor and analyze operational performance, providing insights and recommendations for improvement.
• Support new starters by assigning appropriate cases in line with their training stages, promoting confident development.
• Collaborate with AI and automation teams to develop and refine automated case assignment processes, ensuring alignment with team capabilities and client needs.
• Engage in strategic planning to enhance team processes and client service delivery, leveraging data insights and trend analysis.

Conocimientos

Program management

Project management

Data analysis

Stakeholder management

Lean DMAIC

CRM experience

Team leadership

MS Office

Educación

Bachelor's Degree

Advanced degree (Masters, MBA, JD, MD)

PhD

Herramientas

CRM systems

Genesys

MS Project

PowerPoint

Excel

Descripción del empleo

Visa is seeking a Manager; Client Care Operations to lead strategic priorities and streamline processes across Client Care. The role focuses on planning, forecasting, and quality assurance while coordinating with other business areas to deliver complex programs.

Responsibilities include monitoring performance, guiding new staff, and partnering with AI/automation teams to optimize case routing and client service. This position requires in-office work three days per week.