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 Scope

This is a people manager role responsible for leading a department of Account Managers team who responsible for overall operational support, proactive service improvement and operational relationship for all Levant & Pakistan  Clients and Processors, and enhancing the quality of client’s experiences in all their interactions with Client Support and Implementations (CSI).

Principle Responsibilities/Key Results Area

• Provides functional and technical leadership for all operational activities for Clients, orchestrating cross functional delivery of systems and services to Clients; deploys client support strategies that preserve Visa and client expertise while delivering effective, efficient and consultative support and project management that aligns to Visa and Client business goals and objectives.
• Provide leadership, strategic direction and management for a team of individual contributors, establishing a customer focused, performance based culture
• Develop, coach and mentor staff to maximize employee performance; complete employee performance reviews and salary evaluations
• Serve as an internal and external senior escalation contact
• Ensure the team is broadly engaged with all internal stakeholder organizations including CSS, Sales, Product, Systems, Risk and Legal.
• Lead process efficiency efforts by aiding staff to identify and implement departmental process improvements through analysis of support trends by country, client, product, service, processing questions and issues; support internal and external recovery efforts of product and/or processing service interruptions
• With a view to enhancing Client Experience, advocate on behalf of all Levant & Pakistan clients to internal stakeholder organizations including CSI, Sales, Product, Systems, Risk and Legal, to expedite the resolution and implementation of solutions in order to achieve the highest possible degree of client satisfaction
• Considered the functional expert for processing and operational business, providing operational and product based expertise and guidance with a view to client operational readiness and effective implementation
• Role requires significant interaction and subject matter expertise in a number of broad areas with unique requirements across the globe (e.g. Market & Client business drivers, Product variations, BER support practices, Tools, Training etc.)
• Work closely with Market Readiness and Project Implementation teams to understand goals and be able to support organizational objectives
• Maintain and build rapport with Regional peers and other Client Support teams across Visa Inc. to exchange, learn and leverage best practices
• Drives problem and communication management for any critical issue affecting Client, or Client issue affecting Visa. Due to size and diversity of clients, issues are complex and cross multiple parts of the Visa and Client organization. Significant cardholder and merchant service degradation can be experienced
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.

Accountability & Scope

• Accountable for Client satisfaction
• Key contributor to ensure that the Global/Regional Client Support strategy is delivered to Levant & Pakistan Clients.
• Review, implement and maintain quality control processes to:
• Understand, evaluate, and execute procedures properly and investigate any deviations from the process
• Maintain documentation and control procedures
• Supervise account support services lines and processes
• Monitor performance and prepare statistical reports
• Determine relevant quality associated training needs and coach staff as needed  
• Analyze performance data against defined key performance indicators

Key Competencies

• Strong client, processor, and end-user focus – client driven
• Strong collaboration and teamwork
• Excellent analytical and numerical skills
• Strong leadership/managerial skills
• Able to select, develop, support and retain a diverse and high performing staff
• Excellent English written and verbal communication required
• Strong presentation skills

Financial & Organizational Scope

• Accountability for team budget but not responsible for the management of a cost centre

Required Experience (education, skills - professional/technical/business)

Professional:

• Bachelors/Degree or equivalent work experience. Typically requires a minimum of 8-12 years progressively responsible experience in customer service and technical support role in the financial or information technology industry, with management experience preferred.

Technical:

1. Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Service

2. Working knowledge of Client business drivers for their operations and processing businesses

3. Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa

Business:

• Ability to lead and drive team to achieve and exceed established goals and objectives
• Customer service

• Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.

• Self motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative team work spirit

• Fluency in English languages is necessary.

• Candidate must have the ability to travel.