Disputes Management Transformation Lead – Full Time role – Visa Managed Services, Auckland NZ

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

About the role

Visa Consulting & Analytics (VCA) Australia, New Zealand and South Pacific (AUNZSP) is Visa's consulting division, working with Visa's clients (including card issuers, acquirers, and merchants) on a broad range of key business initiatives including strategy, proposition development, loyalty, operational optimisation, customer engagement and overall business profitability.

VCA is made up of three services lines - Advisory, Data Science and Managed Services, the latter being the execution arm of VCA.  Our Managed Services teams (also known as squads) are embedded on client sites leading long-term engagements and delivering value primarily through implementation and execution services.  We deliver objectives from a shared value agenda but are also closely connected to the broader VCA team, sharing knowledge, and bringing the best of Visa to the client.

We are looking for a passionate and experienced disputes management specialist to join our team and work within a key strategic client in New Zealand, helping them bring exceptional payment experience solutions to the market.

What you will be doing

Our New Zealand client is embarking on an exciting journey to optimize their current disputes management process and design and implement a future state experience to reimagine the card dispute experience for customers and to reduce cost inefficiencies within the business. In this role you will:

• Own and lead the development of the future state solution design and phased implementation of enhancements to achieve desired future state
• Provide overall project management
• Lead stakeholder engagement in a complex environment, and at Senior Levels across the client’s organization and with Visa. 
• Provide Subject Matter Expertise

• In conjunction with client, develop business case(s) to support broader fraud strategy including business need, cost and benefits analysis, risks and proposed solution design.
• Work with client teams to implement the tactical recommendations to improve operational efficiencies eg process, systems and workflow enhancements
• Build and maintain excellent relationships with internal and external stakeholders and communicate requirements clearly.

Qualifications

What you will need to be successful:

• 10 plus years experience in banking and an sound understanding of the financial services sector.
• Extensive experience and detailed knowledge of the disputes management process for card schemes
• Understand dependencies within the organisation & translate these into solution design
• Good understanding/experience in FI system architecture, infrastructure, technologies and API’s.
• Ability to outline business requirements and articulate these in a way technology can deliver.
• Solid understanding of project management lifecycles, disciplines and procedures.
• Ability to engage with people across different levels and to work with 3rd party software providers to deliver change.
• An excellent communicator, both written and verbal, with proven influencing and facilitation skills.
• Experience of presenting in person and remotely to a range of stakeholders at all levels of an organisation is desirable.
• Experience in managing multiple teams, including cross-site locations.
• Experience in the training and upskilling of specialist teams.
• Experience working within and helping to guide Agile practices.

Behaviours that are important to us:

• Self-motivated, results-oriented with the ability to progress multiple priorities concurrently.
• Strong team orientation with a collaborative, diplomatic, and flexible style. Able to work effectively in a matrixed organization.
• Motivated by delivering great outcomes for our client’s and their customers.

Life At Visa

This role will be based in Auckland, New Zealand but may include travel to client offices around New Zealand.

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.