Global Account Manager Lead

  • Full-time
  • Job Family Group: Client Support Services

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 Business Solutions - Client Service Delivery (VBS-CSD) provides industry-leading implementation services and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Sales, Product and Technology teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions.  The team provides support to financial institutions and their corporate clients who utilize a suite of Visa Business Solutions (VBS) products and capabilities to simplify critical processes that businesses perform daily.  Areas of focus include B2B (virtual and card-based) payments, expense management, travel solutions, data solutions, compliance, and reporting. 

The Director, Visa Business Solutions - Client Service Delivery is a client-facing leader responsible for deploying a new premium service model for one of Visa’s most critical and strategic clients. This position will provide senior-level operational partnership to the client and will oversee a matrixed, global team providing account management across 5 regions.  This includes defining client engagement strategies, developing best practices, coaching staff on consultative approaches, program coordination, project management, and building a strategy to support growth of the client’s portfolio.  The Director will have responsibility for end-to-end client delivery and operations for the client and provide program management and leadership across several parallel and global strategic initiatives aimed at growing virtual card, B2B Travel, and Contactless payments.  The Director will serve as the primary escalation point and client liaison with the responsibility for client support, operations, and communications.  As part of the leadership responsibilities, the Director will also provide additional matrix leadership to implementation teams responsible for deploying products and services to the client.  The candidate must provide coaching and mentorship to junior-level staff,  and build key relationships and influence with cross-functional teams and market leaders.  The position is an advanced level and is responsible for applying independent judgement in resolving issues and making recommendations.    

Because this role will provide senior-level, operational Account Management to one of VBS’ largest global clients, the candidate will need to be a subject matter expert across B2B payments (virtual and plastic), Travel Data solutions, and API use cases.  The candidate will need to understand all appropriate commercial products and platforms and will function as consultant to the client while ensuring VBS and the client’s objectives are achieved.  This role serves as a subject matter specialist, works independently, and provides direction to Visa clients and requires direct and frequent interaction with senior leaders within Visa and at the client (VP+ level).

  • Provide leadership, direction, and management for a matrixed, global team by establishing a client-focused, performance-based culture.  Coach and mentor junior staff members.

  • Act as the global operational lead, manage, and own all facets of operational relationship with a large, global, and strategic financial institution.  Includes developing account plans, coordinating global strategy, and program managing global initiatives.  Guide global team to execute this function seamlessly for the client

  • Represents the full suite of VBS solutions and card products.  Identifies opportunities and risks, engages Sales, Product, and Technology to proactively address in partnership

  • Establish and foster relationships with client and internal stakeholders with senior levels of management (VP+).  Work to maintain and grow client relationships while ensuring excellent ongoing client service

  • Consult and collaborate with a large global financial institution client and provide technical expertise to structure effective programs.  Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency

  • Build a new foundational strategy for how VBS will manage operations and delivery for global clients

  • 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 the client, orchestrating cross-functional delivery of systems and services; deploy client support strategies that enable VBS 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

  • Operate as the internal and external escalation point for critical operational decisions affecting commercial platforms and client.  Acts as an escalation point for service issues and operational issues

  • Drive cross-functional collaboration in support of VBS services and client engagement.  Build effective relationships and develop influence with internal stakeholders across the globe

  • 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

  • Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system/platform enhancement support. 

  • Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.   

  • Participate with other Visa regional counterparts in client-facing strategic meetings to discuss overall objectives, opportunity management, and impacts of the clients’ global business. 

  • Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing). 

  • Lead complex Global cross regional or cross functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables. 

  • Coordinate directly with Global client to understand card program set up requirements and facilitate new card program installations, conversions and other requests without client impact. 

  • Serve as an escalation point for complex issues encountered by team members.  

  • Manage non-routine tactical and strategic client initiatives.  

  • Proactively identify operational opportunities and implement recommendations to increase service quality, revenue and efficiency. 

Qualifications

Basic Qualifications

  • 10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD

 

Preferred Qualifications

  • Previous experience in direct staff management and successfully leading client-facing or technology-focused teams.  Experience with global teams is a plus

  • 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

  • Exceptional organizational skills - ability to manage multiple, competing priorities and projects

  • Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.

  • Good public speaking skills with experience in presenting information to clients and executives 

  • Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment

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

  • Strong project management skills

Additional Information

Travel Requirements

This position requires the incumbent to travel for work 20% of the time or as needed to support business, based on assigned clients.

Work Hours

Incumbent must make themselves available during core business hours and occasionally after hours.

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.

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