Director, Client Readiness & Enablement – Sub Sahara Africa

  • Johannesburg, South Africa
  • 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 (CS) 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 functions, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. Within CS is the Client Readiness & Enablement (CR&E) function that supports the implementation of new core and digital emerging products and services and manage a variety of enterprise product initiatives for Visa Inc. issuers, acquirers, processors and merchants.

This role is responsible for working with internal stakeholders and external Visa client banks, processors, vendors and service providers to implement projects related to Visa emerging products and services. The role serves as a technical and functional specialist that requires strong execution and analytical abilities and works independently with guidance only in the most complex situations.

The applicant should have Subject Matter Expertise in multiple areas such as card payment systems, products and services, payment and API technologies, gained through years of experience supporting clients and new product initiatives/existing product enhancements within a payment-processing environment.

The successful candidate will take a leading role in planning efforts across various product groups, technical solutions architects, Visa Technology groups, and regional Visa CS functional teams prior to general availability of new/enhanced products/services with continuous support for optimization of the product/service once commercially launched.

In addition, the role will have the overall responsibility for enabling CS delivery teams to provide best-in-class services for deployment & support of existing and new push-payment use cases as defined in the operating model of the Client Readiness & Enablement (CR&E).


  • Partner with Product at the early stages of design and development activities to represent the needs of the CS organization

  • Work with stakeholders in CS, non-CS organizations, Core Product and Digital Solutions Product teams to analyze requirements of new core products, digital products and services or initiatives to support the business, and formulate implementation and support solutions

  • Deliver specialized operational output on complex initiatives without predefined instructions through individual efforts and matrix management

  • Partner with Product to understand the strategic roadmap and sales targets, interpret and communicate Client Services and client needs.

  • Adopt CR&E operating model to define support and implementation plan, execute them for the initial pilot clients/use cases and defining a plan to migrate support to core Client Services teams with a focus on operational efficiency and scaling to support the product sales plans

  • Incubate and refine implementation processes and procedures for new product/services to a high degree of accuracy in their efforts to transition the implementation of these products/services to the business as usual (BAU) implementation teams as a stable, repeatable and scalable process.

  • Deliver comprehensive training and create relevant materials and artifacts such as implementation processes, implementation guides, presentations, forms, project plan, FAQs on new Visa products and services for internal CS Implementation Consultants, Account Managers and Technical Account Managers (TAMs) and use developed artifacts to handover when they are ready to move to BAU

  • Build and maintain relationships with key senior business leaders in the Visa Technology, CS, Product, Sales, and strategy organizations to insure that Readiness can support the deployment of all new products/services.

  • Subject matter expert in client configurations with deep understanding of client integration requirements to support industry and Visa APIs with VisaNet processing in addition to interoperability and dependencies that should be considered to minimize risk

  • Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently and displaying a professional presence

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

  • Identify opportunities for process improvement and/or new methodologies to improve departmental efficiencies and service delivery to clients

  • Develop and recommend scalable processes, communication tools and overall guidance to internal CS delivery teams to achieve the product and platform goals


Qualifications & Key Competencies:

  • Bachelor Degree or equivalent experience

  • Minimum 8 years of professional experience in a Business/Project Management / Information Technology role including 3-5 years as a subject matter expert in a technical service or product

  • Strong knowledge in digital payment products & processing including Visa Token Service, Cloud Token Framework, push payments

  • Ability to communicate technical concepts in a clear and precise fashion to both technical and non-technical audiences.

  • Understanding of mobile payments technology, including NFC, secure elements, contactless payments, online/remote payments, and in app payments.

  • Ability to read and understand transaction logs and troubleshoot transaction related issues

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

  • Ability to make decisions involving complex business and technical solutions where little or no precedence exists

  • Innovative and agile with ability to adapt to market needs and changing environment

  • Ability to view challenges strategically and keep pace with the demands of the business by anticipating problems and identifying opportunities then proposing appropriate solutions

  • Ability to apply understanding of systems and processes coupled with analytical ability to solve complex problems involving interfaces between various systems within organization

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

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

  • 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

  • Constantly keep current with development within Visa and the industry, so as to be able to provide innovative solutions to clients

  • Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions

  • Ability to set priorities and manage customer expectations, and work both as part of a team and independently

  • Strong project management skills

  • Strong verbal, written, presentation and interpersonal skills are required

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