Director, Client Support Readiness

  • Singapore
  • Full-time

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.

Job Description

Position Summary

Visa enhances VisaNet and associated systems with new products, services, and technology changes that support the goals of Visa and its clients. These enhancements are done four times a year through major (April and October) and minor (January and July), which are packaged as the Business Enhancement Release (BER) include Client Mandates, Visa rule changes, new Products and Services. The Client Support Readiness team is responsible for managing Business Enhancement Releases and a variety of enterprise product initiatives for both internal stakeholders and Visa Inc. issuers, acquirers, processors and merchants.



Job Scope

This role is an individual contributor responsible for managing Business Enhancement Releases (BER), overseeing and planning the delivery of Operational Support Client Forums (OSCFs) across AP and program management of Visa’s enterprise initiatives. The successful candidate will be responsible for strategic planning, building relationships with product and technology partners and supporting Client Support Services (CSS) Account Management teams on key deliverables.




  • Primary point-of-contact for the OSCF delivery in AP (14 bi-annual client forums) working collaboratively with all stakeholders in delivering smooth and successful business release support across AP region

  • Responsible for AP OSCF Strategy, Planning & Delivery, Client outreach through Account Management Team

  • Work with cross-functional teams to identify value add topics in support of market strategies for delivery at the AP OSCFs

  • Regional Release Coordination and Event management

  • Work closely with Global Client Release Management team and actively contribute in BER article guide and OSCF presentation materials

  • Conduct BER study sessions for CSS AMs in order for them to support and engage clients effectively for BER compliance and readiness

  • Responsible for representing requirements and risks on behalf of regional client-facing client support and project management groups for introduction of new enhancements, services or initiatives to support the business, and formulate implementation and support solutions

  • Evaluate new release initiatives for relevance and impacts to AP clients, raise risks related to resourcing support across all teams, impacts to client implementations

  • Actively engage with CSS stakeholders to ensure internal stakeholders have a solid understanding of client initiatives, opportunities and challenges

  • Function as a Subject Matter Expert

  • Assume appropriate decision-making authorities to ensure flawless execution of business objectives

  • Work collaboratively with team members as well as other stakeholders to promote healthy team dynamics and a positive internal environment to achieve goals

  • Develop strategy and communication plan for all client-facing releases in addition to VisaNet (Open VisaNet, Visa Developer Platform products, etc)

  • Develop strategy for release communication and impact assessment for processors and non-traditional and strategic partners



  • Bachelors/Degree or equivalent

  • Overall 12+ years of experience with minimum of 8-10 years of VisaNet experience

  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions & strategies

  • Strong knowledge of VisaNet processing

  • Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines

  • Excellent public speaking and presentation skills

  • Be able to communicate complex, technical concepts in a focused and well organized manner

  • Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels

  • Excellent time management, organization, and planning skills are essential

  • Team collaboration demonstrated by desire and willingness to share knowledge with a broader team, be receptive to new ideas and changes to the standard operational procedures

  • Willingness to take on new challenges, explore new ideas and be flexible with changing priorities

  • Orientation towards quality enhancement and process improvement


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