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Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Functional Summary

Client Services provides industry-leading service to Visa's clients around the world. With our deep knowledge & expertise, we are a key internal partner to the Sales, Product & Technology organizations, bringing the voice-of-the-customer into the design, development & successful deployment of Visa products & services. In addition to supporting client implementation of Visa products & services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization & clients. Across time zones & borders, we provide clients with a comprehensive set of services to help their business perform. We are trusted partners to Visa's clients, providing expertise & consultative services to onboard, manage & successfully grow their business.

Job Description

The Sr. Director, Visa Business Solutions (VBS) - Operational Excellence & Enablement, reports to the VP, VBS - Client Service Delivery. The Sr. Director leads a small team of experienced professionals that are responsible for driving operational excellence in collaboration with cross-functional partners, primarily focused on the client delivery & support of Visa's Commercial & B2B products & services (Intellilink Spend Management, B2B Connect, VPA, Central Travel Account, Commercial Data Services & others). This role involves working with client-facing staff that support financial institutions, commercial businesses, & state-owned entities, as well as collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.

The Sr. Director provides strategic & technical leadership across the VBS Client Service Delivery organization & is responsible for continuous improvement efforts to optimize performance of platforms, help prioritize resolution to client problems, & align external communications. Additionally, this role will partner with Product teams to shape go-to-market strategies & processes, & ensure the needs of the VBS Client Service Delivery organization are accounted for prior to launch of new feature/functionality & commercial services. This may include coordinating the development of artifacts such as implementation guides, training, UAT, client communications, FAQs, etc.

This is a senior leadership role that is expected to work across the organization cross-functionally & globally, developing key internal partnerships, achieving results through influence, & executing through collaboration to successfully & continuously improve VBS operations. This role requires a client-focused mindset with the perseverance to drive longer-term change outside of direct reporting lines. The Sr. Director builds a strong & cohesive team by providing leadership through coaching, setting strategic direction & applying working knowledge of Visa & commercial products, systems & operations.


Basic Qualifications

  • 12 years of work experience with a Bachelor's Degree; 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

  • 15-18 years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)

  • A minimum of 5 years of experience in direct staff management & successfully leading client-facing or technology-focused teams

  • Proven track record of leading & driving teams to achieve & exceed established goals & objectives

  • Six Sigma and/or PMP certification preferred

  • Demonstrated strategic ability to solve complex, global cross-functional issues exercising critical thinking & sound judgment

  • Demonstrated ability in leading cross-functional teams

  • Track record of building & maintaining strong business relationships with internal & external stakeholders at senior & executive management levels

  • Industry experience with commercial & B2B payments, payments networks & processing services that support highly complex clients

  • Demonstrated experience with technical and/or sales account management

  • Strong understanding of Information Technology, Security, Compliance, Business Continuity methodology, & Service Management concepts

  • Hands-on experience in managing sensitive situations, providing client consultative support, & driving cross-functional remediation & solutions

  • Proven ability to set priorities, meet deadlines, influence others, & manage customer expectation

  • Ability to present technical & business issues & solutions to multiple levels (including to executives) internally & externally to support issues, strategic organizational plans, process improvement, etc. This includes translating complex technical issues into business terms.

  • Strong oral & written communications

  • Proficient at MS PowerPoint

  • Demonstrated Influencing & negotiation skills

Essential Functions

  • Team Leadership

    • Acts as the VBS lead for Operational Excellence & Enablement

    • Manages a team of professionals through leading by example & setting development & leadership goals for direct reports

    • Holds direct reports accountable by utilizing the Visa Leadership Principles

  • Enablement & Go-to-Market

    • Oversees the development of strategies, programs & action plans, aligning efforts of the VBS Client Service Delivery organization with other key Visa stakeholders

    • Provides leadership & consulting related to service delivery & support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk & Legal

    • Brings the Voice of the Client to cross-functional teams. Influences client enhancement prioritization

    • Leads initiatives that may impact clients & client-facing staff from a business perspective including changes to existing products, implementations of new products & releases. Ensures communication objectives are achieved & unanticipated impacts are mitigated. This included outlining supportability requirements & client-facing staff needs

    • Partners with other Visa cross-functional organizations to ensure the VBS Client Service Delivery team is accounted for in annual planning processes, new deals & ensures long-term operating model needs are supported

  • Operations

    • Monitors activation of product/service changes, proactively identifying & manage any processing or business issues experienced at go-live

    • Executes executive level internal & external communications (release status, meeting minutes, dashboards, etc.), providing regular & consistent updates to appropriate parties

    • Leads & coordinates internal & external audits, & critical event support

    • Acts as liaison & escalation point for client-facing staff

    • Self-manage operational initiatives, issues, events, special projects, & unique client-driven requests

    • Drives prioritization of issues & platform defects with cross-functional leaders to achieve KPIs & solve client pain points

  • Continuous Improvement

    • Leads a formalized continuous improvement plan to drive operational excellence across Visa Business Solutions

Additional Information

Work Hours

Incumbent must make themselves available during core business hours.

Travel Requirements

This position requires the incumbent to travel for work 20% of the time.

Mental/Physical Requirements

This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, & reach with hands & arms.

EEO Statement

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 & applicable local law.

This position does not include sponsorship.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

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