Team Lead Digital Connections

About the role

Visa is seeking a Team Lead for Digital Connections to drive world‑class customer service and employee engagement. In this role you will coach a team of teammates, ensure service‑level performance, and champion a seamless experience for both customers and internal partners.

Key responsibilities

• Monitor and coach teammates to deliver best‑in‑class customer service.
• Lead issue resolution and promote data‑driven decision making.
• Manage performance plans, conduct evaluations, and provide feedback.
• Ensure attendance, adherence, and key metric targets (e.g., handle time, overtime).
• Partner with workforce planning for 24/7 support and participate in hiring and development.
• Collaborate across departments on process‑improvement initiatives and calibration sessions.
• Maintain compliance with Visa policies, data security, and time‑keeping requirements.

Required profile

• Strong focus on customer centricity and employee engagement.
• Ability to interpret and synthesize data for problem solving.
• Excellent coaching, mentoring, and leadership capabilities.
• Flexibility to work varied schedules, including weekends, holidays, and overtime.
• Willingness to work full‑time onsite with occasional remote or hybrid days.

Required skills

• Experience with Generative AI tools such as ChatGPT.
• Familiarity with Microsoft Copilot.

What we offer

• Opportunity to impact a global payments network.
• Professional growth within a leading technology company.
• Collaborative environment focused on innovation and inclusion.