VP, Operations and Strategy - Client Services

  • San Francisco, CA, USA
  • Full-time

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and 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, and 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 and 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, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

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

 

Job Description

Client Services 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 supporting client implementation of Visa products and services globally, Client Services 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.

 

Position Summary

Vice President, Operations and Strategy  

Reporting to the SVP of Business Operations, this role will be responsible for strategy and business operations functions for the global Client Services team.  This highly visible role will be a key function of the Business Operations leadership team and support the CS leadership team.   This role will have access and interaction with the most senior executives on the team and key stakeholders. 

The Vice President will lead a team across a number of critical operations and strategy functions including:

  • Business insights, budgeting and planning

  • Drive financial processes across global function with deep finance partnership

  • Internal communications strategy for the function

  • Employee and client engagement strategy and execution

  • Drive regional operational partnerships in order to enable client facing teams

  • Strategic projects with short and long term horizons and/or local/global impact

Responsibilities:

  • Lead a global team of business analysts, internal communications and employee engagement professionals

  • Partner with SVP of Business Operations in the development and execution of transforming Client Services to a client experience/services function

  • Build a team of Client Service operation leads in key Visa regional hubs that support both regional and global goals that enable the client experience

  • Work across Client Services and partner organizations (e.g. Human Resources, Finance) to manage global Client Services budget, employee engagement strategy, workforce plan, and space planning

  • Lead internal strategic communication plan and activities across the global Client Services function with a nuanced eye to global and regional messaging and execution

  • Develop new, and expand existing, employee and client engagement programs

  • Develop, manage and track metrics and KPIs to assess Client Services team success and efficiencies

  • Work with internal Tools and Technology teams to develop a scorecard for metrics and KPI tracking

  • Expand responsibilities as business needs arise

Qualifications

Basic Qualifications:

  • Bachelor’s degree or equivalent

 

Preferred Qualifications:

  • Graduate degree/MBA preferred.
  • A minimum of 15+ years of successful experience in progressive leadership roles including at least ten years of experience leading operations and/or in management consulting  

  • Self-starter with a bias toward action and proven track record for successfully operating large, global teams

  • Knowledge and experience with Visa products  

  • Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment.
  • Demonstrated ability to strategically lead cross-functional teams through high impact complex business issues that do not have precedent.
  • Successful management of a team of technical and/or professional services professionals
  • Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior levels.
  • Project management and leadership skills
  • Executive presence with excellent written and oral communication skills. Demonstrated ability to clearly communicate complex topics.

Essential Functions:

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

  • Functional experience in bankcard operations, supporting highly complex clients and/or services.

  • Demonstrated ability to strategically lead cross-functional teams through high impact complex business issues that do not have precedent.

  • Successful management of a team of technical and/or professional services professionals

  • Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior levels.

    Work Hours:

  • Incumbent must make themselves available during core business hours.

Travel Requirements:

  • This position requires the incumbent to travel for work 10% of the time.”

Mental/Physical Requirements

  • This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.”

Additional Information

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

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