Director of Implementations, Prepaid Strategic Service Delivery

  • Full-time
  • Job Family Group: Client Support Services

Company Description

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: Our VisaNet network processes over 13,000 transactions 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. Join our team and find out how Visa is everywhere you want to be.

Department Description:
Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Description

This is a client facing, operational focused management role responsible for contributing to the development of departmental strategy for a key Visa Signature Financial Institution's Government and Commercial Prepaid disubursements. This role is responsible for developing departmental plans, including business, production and/or organizational priorities.  

 Responsibilities

  • Lead and motivate a team of professionals who provide project management, technical support and client support.
  • Meet financial objectives by forecasting requirements and preparing an annual budget, including scheduling expenditures, analyzing variances and initiating corrective actions.
  • Achieve operational objectives through recommendations to strategic plans and reviews including preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying trends; and resolving problems. 
  • Act as an escalation point for the team and serve as a liaison between senior management and the team.
  • Establish department strategy in line with broader corporate and customer service objectives and goals.
  • Manage all staff issues, including staffing selection, training, goal setting, coaching, annual reviews, compensation planning, and career development.
  • Utilize customer service metrics, feedback channels and performance metrics to identify opportunities for continuous improvement.
  • Develop, motivate, and challenge individuals and teams.
  • Provide leadership for complex cross regional or cross functional customer service projects and work towards achieving client and key stakeholder acceptance of deliverables.
  • Build relationships witth client and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.

Qualifications

 

  • Bachelors Degree preference; equivalent work experience acceptable.
  • Requires a minimum of 10+ years progressively responsible experience in customer service or technical support role in financial services, payment card, software or information services industry with 5+ years management experience preferred.
  • Actively demonstrates Visa's Leadership Principles.
  • Excellent verbal, written, presentation and interpersonal/relationship building skills.  
  • Critical thinker with excellent problem solving skills; keen ability to understand and communicate complex information (technical and business solutions) to a variety of audiences.
  • Highly reslient and able to manage competing priorities with ease; ablle to draft and execute long term planning.
  • Passionate change agent that both seeks and provides, constructive, actionable feedback.
  • Proven ability to build a high-performing team, preferrably in a cross-functional enviornment.
  • Demonstrated strong leadership capabilities in challenging, complex environments. 
  • Refined project management skills.
  • Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
  • Experienced user of MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).

Additional Information

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

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