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.

Functional Summary

Client Services provides industry-leading service to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to the Sales, Product and Technology organizations, 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 & services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients.  Across time zones and borders, we provide clients with a comprehensive set of services to help their business perform.  We are trusted partners to Visa’s clients, providing expertise and consultative services to onboard, manage and successfully grow their business.

The Sr. Director, Visa Business Solutions (VBS) – Operational Excellence & Enablement, reports to the VP, VBS – Client Service Delivery.  The Sr. Director leads a small team of experienced professionals that are responsible for driving operational excellence in collaboration with cross-functional partners, primarily focused on the client delivery and support of Visa’s Commercial and B2B products and services (Intellilink Spend Management, B2B Connect, VPA, Central Travel Account, Commercial Data Services and others).  This role involves working with client-facing staff that support financial institutions, commercial businesses, and state-owned entities, as well as collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.

The Sr. Director provides strategic and technical leadership across the VBS Client Service Delivery organization and is responsible for continuous improvement efforts to optimize performance of platforms, help prioritize resolution to client problems, and align external communications.  Additionally, this role will partner with Product teams to shape go-to-market strategies and processes, and ensure the needs of the VBS Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services.  This may include coordinating the development of artifacts such as implementation guides, training, UAT, client communications, FAQs, etc.

This is a senior leadership role that is expected to work across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve VBS operations.  This role requires a client-focused mindset with the perseverance to drive longer-term change outside of direct reporting lines. The Sr. Director builds a strong and cohesive team by providing leadership through coaching, setting strategic direction and applying working knowledge of Visa and commercial products, systems and operations.

Basic Qualifications

• 12 years of work experience with a Bachelor’s Degree; 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

• 15-18 years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)

• A minimum of 5 years of experience in direct staff management and successfully leading client-facing or technology-focused teams

• Proven track record of leading and driving teams to achieve and exceed established goals and objectives

• Six Sigma and/or PMP certification preferred

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

• Demonstrated ability in leading cross-functional teams

• Track record of building and maintaining strong business relationships with internal and external stakeholders at senior and executive management levels

• Industry experience with commercial and B2B payments, payments networks and processing services that support highly complex clients

• Demonstrated experience with technical and/or sales account management

• Strong understanding of Information Technology, Security, Compliance, Business Continuity methodology, and Service Management concepts

• Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions

• Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation

• Ability to present technical and business issues and solutions to multiple levels (including to executives) internally and externally to support issues, strategic organizational plans, process improvement, etc.  This includes translating complex technical issues into business terms. 

• Strong oral and written communications

• Proficient at MS PowerPoint

• Demonstrated Influencing and negotiation skills

Essential Functions

• Team Leadership

  • Acts as the VBS lead for Operational Excellence and Enablement

  • Manages a team of professionals through leading by example and setting development and leadership goals for direct reports

  • Holds direct reports accountable by utilizing the Visa Leadership Principles

• Enablement and Go-to-Market

  • Oversees the development of strategies, programs and action plans, aligning efforts of the VBS Client Service Delivery organization with other key Visa stakeholders

  • Provides leadership and consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal

  • Brings the Voice of the Client to cross-functional teams.  Influences client enhancement prioritization

  • Leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new products and releases.  Ensures communication objectives are achieved and unanticipated impacts are mitigated.  This included outlining supportability requirements and client-facing staff needs

  • Partners with other Visa cross-functional organizations to ensure the VBS Client Service Delivery team is accounted for in annual planning processes, new deals and ensures long-term operating model needs are supported

• Operations

  • Monitors activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live

  • Executes executive level internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties

  • Leads and coordinates internal and external audits, and critical event support

  • Acts as liaison and escalation point for client-facing staff

  • Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests

  • Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve client pain points

• Continuous Improvement

  • Leads a formalized continuous improvement plan to drive operational excellence across Visa Business Solutions

Work Hours

Incumbent must make themselves available during core business hours.

Travel Requirements

This position requires the incumbent to travel for work 20% 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, and reach with hands and arms.

EEO Statement

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.

This position does not include sponsorship.  

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