About Visa

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision
and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be
a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world.

The Vice President, Business Solutions Service Delivery leads a professional services organization responsible for overall operational account management, technical product support and solutioning, implementation project management, and business optimization for Visa’s Business Solutions products globally.  This involves working with financial institutions, commercial businesses, and state owned entities who deploy Visa’s commercial products (Corporate Card, Intellilink Spend Management, B2B Connect, VPA, etc).  Recognized as the Visa authority for operational aspects of the Business Solutions processing business both within Visa and with Client organizations.  Defines and deploys client service, business analysis and service implementation strategies that deliver effective, efficient and consultative support.  Represents the voice of the customer to internal stakeholder organizations through accurate business requirements and ongoing advocacy.  Builds a strong and cohesive team through coaching, setting strategic direction and applying working knowledge of Visa and Visa Business Solutions products, systems and procedures.

Functional Summary

Client Services (CS) provides industry-leading service to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to the Sales, Product and Technology organizations, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products & services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients.  Across time zones and 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 and consultative services to onboard, manage and successfully grow their business.

Responsibilities

• Provide leadership, strategic direction and management for a global team of Senior Directors, Directors, Managers and individual contributors, establishing a customer focused, performance based culture
• Directs functional and cross-organizational Business Analysis, Client Service Delivery, Implementation Project Management and other technical services to insure that all Product, Sales and Client initiatives are successfully delivered and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction. 
• Strategize on how best to deliver services to clients in support of corporate objectives for growth, market penetration and postive client impact.
• Align efforts of the Client Service Delivery organization with other key Visa Business Solutions stakeholders.
• Ensure the Client Service Delivery team advocates for client needs with internal stakeholder organizations including CSS, Sales, Product, Systems, Risk, Technology and Legal driving the Voice of the Customer in to all product and process development and enhancement efforts. 
• Provide leadership and strategic guidance during the various phases of the development and commercialization process for new products to ensure all necessary tools, processes, procedures and staff are in place to support a successful implementation rollout and ongoing service delivery and growth. 
• Establish and foster relationships with Client and internal stakeholders at all levels of staff and senior management.
• Support Sales in business development efforts as required providing business analysis, technical product expertise and delivery overview for the implementation and support of Visa Business Solutions products and services.
• Drive incremental revenue with existing clients through the identification of additional Visa products and services that can be applied to meet client needs
• Demonstrate continuous improvement of performance, cost effectiveness & compliance in delivery of services to Visa’s Business Solutions clients.
• Responsible for resource and budget forecasting to accomplish deliverables.
• Prime accountability for client satisfaction of Business Solutions customers.
• Internal and external escalation point for critical operational decisions affecting Business Solutions product/services and clients.  As part of Visa’s Incident Management Process, directs event management outreach efforts with clients when severe incidents occur that impact authorization, network connectivity, settlement or other key areas of service delivery

• A minimum of 15 years of success in progressively responsible roles, including leadership of large, geographically dispersed teams.
• Bachelor’s degree or equivalent required, Graduate degree/MBA preferred.
• Functional experience in payments operations supporting highly complex clients and/or services as well as transaction processing. 
• Experience managing a team of account management, technical and/or professional services professionals.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels.
• Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Service.
• Strong oral and written communications as well as influencing and negotiation skills.
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives.
• Experience shaping and delivering professional services delivery strategy

• Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients

• Experience in driving a performance-based organization, team efficiencies, and balancing workload productivity across multiple sites
• Exceptional organizational skills - ability to manage multiple, competing priorities and projects.

All your information will be kept confidential according to EEO guidelines.