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.

The Senior Director of Employee and Client Engagement is a key global leadership role, reporting to the VP of Business Operations & Strategy for Client Services. The individual will be responsible for leading and managing multiple employee and client programs and projects, while managing a team to ensure initiatives are executed seamlessly and are aligned to functional priorities.  This position requires a comms expert, well versed in organizational change management needs, with experience in driving global cross-functional initiatives, while understanding regional nuances.

This role is a people manager role and will require managing three Directors, each with their own set of responsibilities.  The role is located in the Bay Area.

JOB RESPONSIBILITIES

• Develop a strategic roadmap and execute on the global employee comms/engagement initiatives for the function, including executive all-staffs, recognition programs, growth and development programs, Inclusion & Diversity, etc.
• Ensure that the communications strategy aligns to internal and external messaging, branding priorities, the social mission, and corporate communications initiatives
• Own the holistic comms and employee engagement plan for the function, while partnering with Corporate Communications to build and maintain it
• Partner with business leaders to develop change management communication plans for key initiatives across function
• Define success metrics for all engagement/communication initiatives, and lead the tracking and reporting of related data
• Develop and manage team budget, tracking and updating as needed
• Lead the team, and ultimately be responsible for creating materials and appropriate messaging for all-staffs, key meetings, and critical internal reporting
• Own and drive the expansion of the CS employee SharePoint site and related content calendar
• Partner with functional leaders on developing comms roadmaps and related materials for socialization of new CS products, service, and key internal initiatives
• Serve as point of escalation and leader of the client awards programs, including the Global Service Quality Awards and the DPS Client Achievement Awards
• o   Enhance the programs through continuous operational efficiencies
• o   Partner with senior leaders across regions, Sales, Product, and the DPS business to develop a program aligned to the current challenges associated with the pandemic
• Serve as comms advisor to leadership team and support the SVP and VP of Business Operations in ad hoc strategic comms needs
• Provide leadership and direction in business priorities and ensure successful execution of global and regional initiatives

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)
• Professionally qualified with 15+ years of experience in Marketing/Comms  
• Payments industry experience preferred (i.e. acquiring, issuing, processing, operations, systems, etc.).
• Proven ability to formulate strategy, drive change and deliver results across functions is critical
• Experience with and appreciate for organizational change management needs is preferred
• Demonstrated ability to communicate complex issues in a clear, concise and impactful way – turning research & hard numbers into compelling stories and useful strategic insights to a variety of stakeholders
• Strong teamwork and collaboration skills with the ability to work effectively with inter-disciplinary groups
• Self-starter with a passion to drive results, with ownership, accountability, and a spirit to succeed
• Exceptional focus on detail
• The ability to operate as an effective tactical and strategic thinker with a track record for translating insights into action plans and results
• Outstanding writing and presentation skills to communicate complex concepts to a broad audience, ranging from junior team members to executives
• Able to set priorities and manage expectations, and work both as part of a team and independently
• Mature working knowledge of Microsoft Word, Excel, PowerPoint
• Sense of creativity, empathy, energy and team spirit is imperative

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, and reach with hands and arms.

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