Consultant, Case Investigations

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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 

• 8 years experience in workforce planning, business analytics, or strategic operations. 
• Strong proficiency in data visualization tools (e.g., Power BI, Tableau) and analytical platforms. 
• Ability to synthesize large datasets into meaningful insights and actionable recommendations for business stakeholders. 
• Demonstrated ability to work independently and manage multiple priorities in a fast-paced environment. 
• Excellent communication and presentation skills at all levels, for non-technical audiences and senior leaders alike. 
• Highly analytical and critical thinker with experience developing business cases for complex issues. 
• Strong interpersonal skills for coordinating projects, delegating tasks, and influencing stakeholders. 
• Ability to work independently under limited supervision and adapt to shifting priorities in a matrixed environment. 
• Experience gathering business requirements and translating them into successful deliverables. 
• Skilled in setting priorities, managing expectations, and working both independently and within teams. 
• Resilient and action-oriented, capable of responding effectively to urgent requests with limited information. 
• Proficient in MS Word, Excel, PowerPoint, Outlook, and Jira; advanced experience with Power BI, SharePoint, Wiki, and project/change management tools 

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

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.