Senior Manager, Station Support

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.

We are seeking a dynamic, transformational leader to join our team as the Sr. Manager of Onsite Technology Support. The ideal candidate will possess a blend of customer focus, operational and innovations skills, dedicated to driving high-quality customer service to VISA staff and elevating our Onsite Technology Support operations. This role is an excellent opportunity for someone who is passionate about:

• Exceptional Customer Service - Delivering unparalleled support to all Visa staff.
• Proactive and Predictive Support - Anticipating user needs and preventing issues before they arise.
• Cultivating a stellar support team - Building and developing a high-performing team of top-notch support professionals.
• Empowering Self-Service Solutions - Enhancing user independence through intuitive self-service options.
• Omni-channel experience - Providing seamless support across multiple communication channels.
• AI and automation integration - Leveraging technology to streamline processes and improve efficiency.
• Mastering shift-left via repeated issue analysis - identifying patterns and addressing root causes to reduce recurring issues.
• Self-Healing and ITSM Flow Integration - Implementing solutions that automatically resolve issues and optimize service management.

Essential Functions:

• Transformational Leadership:
  Inspire, motivate, and guide the Onsite Technology Support team to achieve their full potential while fostering a culture of continuous improvement and excellence.
• Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
• Monitor and evaluate team performance, providing feedback and coaching for improvement.
• Ensure work is properly documented and tracked via ITSM platform and service level targets are met and address all service-level complaints.
• Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience.
• Create and maintain SOPs - Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase.
• Participate with various stakeholders in maximizing the operational effectiveness of the End User experience, while ensuring service improvements are done to minimize repeat issues.
• Participate in budget planning process related to projects or other specific needs.
• Apply creative thinking to drive automation goals and align with technology strategy.
• Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
• Build strong relationships with leaders and stakeholders to command their attention.
• Orchestrate effective communication and employee engagement initiatives.

Proactiveness: Anticipate potential issues and implement preventive measures.

• Assist in the development and execution of Corporate Technology Support strategic plan and organizational goals.
• Collaborate with cross-functional teams for continuous improvement initiatives.
• Proactively manage internal organization initiatives from ideation to execution.

Innovation: Continuously seek new ways to improve operations and enhance customer experience.

• Stay updated with industry trends and emerging technologies.
• Support the adoption of new technologies and tools.
• Ensure information security and risk management are embedded within the culture.
• Direct the secure operation and maintenance of corporate computing and networking infrastructure.
• Provide subject matter expertise and manage external and internal collaboration projects.
• Ensure change management best practices are followed…