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Training Director, Client Care Operations

3 months ago

Austin, United States Visa Full time
Job DescriptionJob DescriptionCompany 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.

Job Description

The Client Care People and Client Experience Team aims to empower the Client Care organization to foster a culture that attracts, develops and engages people with a growth mindset who love to delight our clients sustainably by reducing clients’ effort with fast, easy and effective service models and resolution.

The Client Care Training Director will be responsible for developing, implementing, and directing our company's training strategy. This role ensures that all employees, specifically in Client Care, successfully build capabilities and expertise to meet and exceed client experiences

Responsibilities:

  • Lead a team of training professionals, fostering an environment of continuous learning and improvement. Ensure role-based competencies for trainers are kept up-to-date and that adequate production time is allocated for this purpose.
  • Partner with line of business leaders to assess and manage the training needs of Client Care Coordinate with workforce management to ensure training initiatives align with business objectives and workforce planning.
  • Evaluate the effectiveness of training programs and make improvements based on feedback and outcomes.
  • Keep abreast of the latest training trends, developments, and best practices, particularly in relation to adult learning principles.
  • Ensure course material accurately reflects and supports the business and strategic objectives of Visa and its clients within the given market Update course materials according to schedule, or more frequently as needed Implement training Key Performance Indicators (KPIs) and manage the training budget.
  • Develop and maintain relationships with external training suppliers and vendors. Serve as an expert in training design and adult learning principles, applying this expertise across the organization.

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 least 3 years of work experience with a PhD

Preferred Qualifications

  • 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
  • A minimum of 3 years' experience in training management preferably in a contact center environment with mass hiring
  • Profound knowledge of adult learning principles and training design.
  • Excellent leadership and team management skills.
  • Strong written and verbal communication skills.
  • Proficiency in MS Office and Learning Management Systems (LMS).
  • Experience with e-learning platforms and practices.
  • Proven track record in developing and executing successful training programs.
  • Strong budgeting and project management skills.


Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 131,400 to 201,750 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.