VP, Client Services, Client Experience and Tools

  • Full-time
  • Job Family Group: Management

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

Visa is looking for a transformational leader to re-imagine the Visa client experience. Reporting to the SVP of Business Operations, this role will be responsible for leading a newly formed Client Experience and Tools team for Client Services.  Visa’s clients increasingly seek faster and more efficient ways to onboard, enter a new market, launch a new product and get ongoing support.  The VP Client Experience and Tools will be responsible for leading a team of 50+ staff and large cross-functional teams to define and deliver an efficient and elegant client experience, and a strategy for the foundational elements of this experience including internal processes, tools and technologies. Clients include issuing and acquiring financial institutions, merchants, third party processors and strategic partners.  

This highly visible role will be a key function of the Business Operations leadership team and support the Client Service leadership team as well.   This role will have access and interaction with the most senior executives on the team and across Visa.

The ideal candidate will be self-directed, structured thinker, strong communicator with experience in process re-engineering with a client-first mindset, technology strategy and operations.   Candidate must have strong written and verbal communication skills and be able to build networks and foster relationships across the Client Services organization and Visa Technology teams.  

This position is responsible for building a cohesive high performing team by providing leadership, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures.
 

Responsibilities:

We are seeking a Vice President who can lead a team across a number of critical functions including:

  • Understanding the internal and external Visa client needs and expectations, and executing a strategy to meet those needs in an intuitive and client-first manner
  • Understanding human-centered approach to designing the optimal client experience
  • Re-engineering and streamlining internal processes to deliver on the optimal client experience, create efficiencies and streamline operations
  • Developing the internal and client-facing tools strategy to support the optimal client experience
  • Partnering with Visa Technology to identify and implement the necessary supporting technologies
  • Leading a large cross-functional team in a multi-year effort to transform to Visa’s processes, tools and technologies to the optimal experience for internal teams and external clients
  • Building a roadmap of immediate and longer-term work required to optimize and the client experience and streamline processes
  • Working with Client Services leadership team to identify opportunities to increase efficiencies and accelerate processes through tools and automation
  • Identifying and implementing CRM solutions for the global Client Services function
  • Managing technology budgets, projects and annual capital plans
  • Managing Visa Online operations
  • Aligning the direction, activities and resources across existing teams
  • Building strong relationship with the Visa Technology organization
  • Developing and tracking metrics to measure performance and improvements in critical processes
  • Leads by example, setting development and leadership goals for the organization, holding leaders accountable for the development of their teams and delivery of goals. Utilizes the Visa Leadership Principles and Rewards/Recognition programs inclusive of Annual Review.

Qualifications

Basic Qualifications:

  • 12 years of work experience with a Bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD

Preferred Qualifications:

  • 15+ years in expanding leadership roles in process re-engineering and technology operations
  • Six-sigma certification
  • Demonstrated experience with re-engineering processes and procedures to meaningfully improve the end user experience  
  • Certified and/or trained in PMP or other project management methodologies and demonstrated ability to drive results
  • Aptitude for technology and technology platforms
  • Understanding an experience with human-centered design discipline
  • Natural collaborator, with excellent communication skills and strong executive presence. Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to Visa.
  • Superior strategic and analytic skills, capable of clearly communicating a vision to his/her team, the company and our clients. Demonstrated success in executing strategies, across cross-functional global teams.
  • Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive.
  • Passionate about what you do, sense of humor, and fired up about the opportunity to transform payments globally
  • Exceptional personal accountability and the highest of ethical standards

Additional Information

Work Hours:

  • Incumbent must make themselves available during core business hours.

Travel Requirements:

  • This position requires the incumbent to travel for work 15% of the time.

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, and reach with hands and arms.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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