Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Ecosystem Security & Integrity (ESI) is a Global Risk group that is tasked with the role of upholding the security and integrity of the payment ecosystem through the interdiction of illegal and fraudulent activity. This is achieved through the deployment of risk quality control and/or compliance programs. The programs are deployed through Visa Rules and additional client guidelines and Visa performs quality control leveraging proprietary tools, specialized third party vendors, regional risk teams, and other stakeholders. ESI also works with internal and external stakeholders to further its charter and initiatives.

The person in this role manages the deployment of the “Case Management” processes that are part of the Visa Integrity Risk Program. The objective of these processes is to handle the various Quality Control findings, which include the identification of merchants that may not meet Visa Rules or requirements. Case Investigations handles findings from various internal and external discovery sources and is also responsible to perform controls on the accuracy of the Visa Acquirer and Merchant registration. This Director will be responsible for deployment of the Case Investigations processes with the Global deployment mostly performed by the India-based Risk COE. In addition, this person will work with respective leads in each region to ensure Acquirer engagement on Program findings are consistently handled. The person will ensure related policies, procedures, and controls are executed consistently across all Visa regions as well as by internal and external stakeholders.

Essential Functions

• Responsible for the implementation of Case Investigation processes that support handling of all identifications of Program Quality Control findings
• Develop criteria that drive a consistent assessment and wing-to-wing handlings of all types of Quality Control findings, supported by adequate oversight/governance and RACIs
• Provide guidance to the India-based Risk COE team that is dedicated to Case Investigation activities, and who collaborate with the respective regional risk teams
• Define SLAs that ensure strong and consistent program delivery, measured on cycle time, process quality and other criteria
• Working with Legal and other Stakeholders, ensure that communication to Acquirers on Quality Control findings is adequate and consistently executed
• Ensure processing of Acquirer responses, and implement appropriate Visa actions according to various scenarios
• Working closely with the Program Manager and the Acquirer Control Manager, to implement escalation processes that ensure visibility and coordinated action on repeat or other high-risk findings
• Provide input to Risk MIS to enable tracking of case identification effectiveness
• Execute Program Controls ensure the handling of missing or inadequate Acquirer and/or Merchant registration

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

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 a minimum of 3 years of work experience with a PhD

Preferred qualifications:

• 12 or more years of experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD); PhD with 6+ years of experience
• Strong Visa or Payments industry experience
• Experience in leading operational teams and deploying operational processes
• Self-starter who can communicate with a deep understanding of the company needs and enable people to move forward through complexity
• Proven ability to create processes and implement them to drive top line results
• Demonstrated cross-functional competence, having led/coordinated teams across functional areas in large, matrixed organizations
• A clear record of strategic thinking, sound judgment and superior problem solving in the area of trust and security
• Self-driven with strong leadership skills, with demonstrated excellence in leading diverse teams in a global environment
• Flexible and creative thinker with strong execution skills, generate out-of-the-box solutions, manage ambiguity, anticipate the impact of decisions/initiatives and able to move seamlessly from high level concepts to details.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 138,500 to 180,000 USD, 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.

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

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.