Job Description Facilitate role-based learning experiences across a variety of technical topics for new hires or existing Client Care teams Supports and helps to prepare SMEs/Business Leads to co-facilitate learning events as needed Use effective facilitation techniques and tools to create a positive and interactive learning environment. Partner with stakeholders to maintain accuracy of learning materials by proactively identifying content gaps and opportunities for improvement, including those required by procedural or process updates. Partner with Visa University to make necessary instructional design updates and revisions to the learning programs.
Provide ongoing support and coaching to team members following learning sessions to ensure retention and application of the learned skills and knowledge.
Keeps their subject matter expertise up to date by taking in calls or processing cases on an agreed upon regular requirement and meeting Quality assurance requirements Identify opportunities for customized training opportunities in partnership with the business, client experience team, knowledge management team, quality team, and the business Travel as needed to conduct role-based facilitation training 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: • 8 or more years of relevant work experience with a bachelor's degree or at least 5 years of experience with an Advanced Degree (e.g.
Masters, MBA, JD, MD) or 2 years of work experience with a PhD Preferred Qualifications • 9 or more years of relevant work experience with a bachelor's degree or 7 or more relevant years of experience with an Advanced Degree (e.g.
Masters, MBA, JD, MD) or 3 or more years of experience with a PhD • Subject matter expertise on any of the following: Client Issue Resolution (Acceptance, Issuing, or Acquiring), CMS • A minimum of 3 years' experience in role-based facilitation/training delivery preferably in a contact center environment, b2b, or payments • Profound knowledge of adult learning principles and training design.
• Excellent classroom and time 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 project management skills.
Additional Information 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.