Senior Director, B2B Connect – Client Service Delivery
- Ashburn, VA, USA
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.
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.
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, 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, CS 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.
The Sr. Director, B2B Connect - Client Service Delivery is a client-facing, senior leader responsible for a team of Technical Account Managers and Implementation managers supporting Visa’s high-value, cross-border payments solution, B2B Connect. This is a global role with responsibility for end-to-end client delivery and operations. The Sr. director role serves as the primary escalation point and client liaison with the responsibility for client support, operations, implementation, communications, and technical account management for B2B Connect clients.
This role requires knowledge of bank international payment operations, international wire payments and interbank correspondent bank operations. The role calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology. The candidate should understand industry best practices and have client-facing technical consulting experience, and demonstrate breadth of knowledge in transaction banking and treasury management solutions. Requires client-focused mindset, the ability to achieve results through directly managed and matrixed staff, the ability to drive change in a highly matrixed organization. (This is not a Sales role, but rather and operations and delivery role).
Is part of Visa Business Solutions Client Service Delivery team; a professional services organization
Provide leadership, strategic direction and management for a direct and matrixed team by establishing a client-focused, performance-based culture
Lead Client Service Delivery resources to ensure that all Product, Sales and Client initiatives are successfully executed and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction
Align efforts of the Client Service Delivery organization with other key B2B Connect stakeholders
Establish and foster relationships with Client and internal stakeholders at all levels of management.
Help evolve the client service delivery organization to one that is proactive and consultative with clients on products, industry, best practices and opportunities for improvement. Drive similar behaviors in interactions with internal stakeholder organizations: Sales, Product, Technology, Risk and Legal
Work to maintain and grow client relationships while ensuring excellent ongoing client service
Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
Provide functional and technical leadership for all operational activities for clients, orchestrating cross-functional delivery of systems and services to clients; deploy client support strategies that enable B2B Connect and client goals while delivering effective, efficient and consultative support and project management
Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
Prime accountability for client satisfaction of B2B Connect clients
Internal and external escalation point for critical operational decisions affecting B2B Connect and clients
Provide thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client service. Define and implement the future operational tools and automation strategies for B2B Connect and clients
Demonstrate continuous improvement of performance, operations, processes, cost effectiveness & compliance in delivery of services to clients
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
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
Extensive experience in bank international payment operations with in-depth knowledge of international wire payment operations and interbank correspondent bank operations
Understanding of transaction banking, large Wire payments, SWIFT, and Cash / Treasury Management solutions and operations
Leadership experience leading international payment operations teams
- Functional experience in in back office operations, settlement and reconciliation processes
- Experience managing a team of account management, technical and/or professional services professionals
Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
Strong oral and written communications as well as influencing and negotiation skills
Proven track record of leading and driving teams to achieve and exceed established goals and objectives
Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients
Experience in driving a performance-based organization, team efficiencies, and balancing workload productivity across multiple sites
Exceptional organizational skills - ability to manage multiple, competing priorities and projects
Incumbent must make themselves available during core business hours.
This position requires the incumbent to travel for work 20% of the time.
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.
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.