The Case Investigations & Enforcement (CIE) team consolidates rules development and compliance and all ecosystem compliance programs across Payment Ecosystem Risk and Controls (PERC) to ensure a consistent enforcement process across Visa’s rules, fraud, and integrity disciplines.
This individual contributor role supports the global CIE leadership team in shaping the future of CIE through strategic workforce planning and performance analytics. The Consultant will collaborate closely with cross-functional teams and senior leaders to deliver insights that drive operational excellence and informed decision-making. The role will lead operations resource planning & workforce daily work distribution, load leveling of volume, and develop and manage leading Indicators & insights on emerging trends.
Core responsibilities include:
- Operations Enablement: Resource planning, daily distribution and load leveling of case volume.
- Strategic Support: Partner with the global CIE leadership team to align workforce planning initiatives with organizational goals and future-state vision.
- Analytical Insights: Derive actionable insights into team performance, workforce distribution, and inventory allocation using internal datasets and tools.
- Reporting & Visualization: Design and deliver compelling presentations and visualizations that translate complex data into clear business narratives.
- Data Management: Formulate and source data from internal platforms to support workforce planning and performance tracking.
- Performance Monitoring: Develop and execute regular reporting cadences to monitor key performance indicators and workforce metrics.
- Problem Solving: Tackle complex challenges with a broad perspective, identifying innovative solutions that enhance workforce efficiency and effectiveness.
- Stakeholder Engagement: Collaborate across CIE teams to ensure alignment, transparency, and continuous improvement in workforce planning processes