Vice President - Global Processors

  • 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

Functional Summary

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 support client implementation of Visa products & services globally, CS is 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 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.

Position Summary

The Vice President – Global Processors, represents the CS organization as a member of the CS, North America Global Processor and Acquirer Leadership Team.  The VP, Global Processors, leads a team of individual contributors responsible for overall global operational support for all lines of business for global and multi-regional processors. A key responsibility for the VP will be to effectively use their team’s expertise to communicate and lend guidance/perspective on how key initiatives, projects, and operational issues could impact the Visa organization across Product, Sales, Client Readiness, and Account Management. Processors are a critical component to almost everything that Visa does and close and effective collaboration is required.

The VP provides functional and technical leadership for all the global operational activities for Clients including the cross functional delivery of systems and services. They will define and deploy client service strategies across the different segments including proactive account planning, operational roadmap reviews, and other service requirements required for success.  In addition, a key tenet will be to develop and enhance success metrics for the team to ensure Client satisfaction is not only measured, but is exceeded, using net promoter scores, survey results, in person meetings, outreach calls, and other factors to determine accountability and proactive engagements by their team members.  The VP is the Visa authority for the global processor operational business within Visa and business units of these organizations.

The VP, Global Processors builds a strong and cohesive team by providing leadership to a team of individual contributors through coaching, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures.   They are accountable for demonstrating the Visa leadership principles while providing guidance to direct reports, cross-functional staff and senior management to ensure effective resolution of processing and business issues with potential of significant financial implications, as well as strategic shifts in support methodologies to align with regional business direction. 


Principal Responsibilities/Key Results Areas

  • Leads by example and sets development and leadership goals for direct reports and their teams.  Holds direct reports accountable for the development of their teams by utilizing the Visa Leadership Principles and Rewards and Recognition programs inclusive of Annual Review.
  • Drive creation and delivery of processing optimization models for Global Processors/Acquirers/Group Service Providers markets to ensure maximized transaction processing.
  • Leader and thought partner on cross-functional crisis management team as needed, often through crisis that has no precedent.
  • Oversees the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders.
  • Ensure the Client Support management team provides leadership and consulting related to support Clients/markets to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal. 
  • Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management.
  • Develops and ensures execution of strategies to support Client Sales in sales efforts, setting service standards as required for the implementation and support of market specific products and services.

Qualifications

Basic qualifications

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

Preferred qualifications 

  • A minimum of 15+ years of progressively responsible experience in managing staff, product, service, or project management, or equivalent combination of education and experience.
  • Bachelor’s degree or equivalent; Graduate degree/MBA preferred.
  • Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment.
  • Demonstrated ability to strategically lead cross-functional teams through high impact complex business issues that do not have precedent
  • Successful management of a team of 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.
  • Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services.
  • In-depth knowledge of payments network and processing services.
  • In-depth knowledge of Client business drivers for their operations and processing businesses.
  • Demonstrated experience with technical and/or sales account management
  • Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
  • Strong oral and written communications
  • Demonstrated Influencing and negotiation skills
  • Proven record of accomplishment in leading and driving teams to achieve and exceed established goals and objectives.
  • Executive presence
  • Experience shaping and delivering professional services delivery strategy

Additional Information

Work Authorization: Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

Travel Requirements 

This position requires the incumbent to travel for work 25% of the time.

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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