Sr. Director, Client Resolution - LAC

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

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. CS is responsible for a host of critical services that support the broader Visa organization and clients, including Account Management, Project Management, Visa Rules Management, Dispute Resolution Management, Compliance, Client Testing and Configuration, Client Tools, Visa Acceptance, and other acquired brands and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The LAC Region’s Client Resolution team is responsible for providing operational assistance to Visa clients and their line(s) of business, managing a wide range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion. This team takes a client-centric approach to servicing their customers, creating experiences that delight our clients and differentiate Visa as a leader in Client service delivery.

Job Scope and Essential Functions

The Client Resolution Senior Director is responsible for providing leadership, inspiration, and direction to the Client Resolution team, ensuring that team members have the information, tools, and resources needed to deliver exceptional results to their clients. The role requires thought leadership and a keen insight into service delivery and support trends and industry best practices.  A successful candidate will forge strong relationships with business partners and stakeholders across CS, Sales, Product and Technology.

• Leading a growing and evolving organization consisting of seasoned employees at various stages of their career.

• Modernizing the existing service model and reimagining the Client experience by seeking out leading edge solutions, taking an agile approach to implementing technology enhancements and process improvements. 

• Building and fostering a “Client first” culture, driving policies targeted at empowering staff to deliver exceptional experiences with each interaction. 

• Forging strong relationships and building trust with Senior Management, Product, Sales, and other CS organizations through active listening, empathy, and a collective desire to deliver extraordinary results.

• Fostering strong and lasting relationships with clients and internal stakeholders at all levels, including senior and executive management.

• Proactively identifying and taking a data-driven approach to solving complex organizational challenges that influence the reputation and direction of the business.

• Providing thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.

• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation and clients.

• Developing and managing strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts. 

• Staying current with industry and client trends and maintaining a strong knowledge of Visa’s products and services. 

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications:
•12 or more years of work experience with a Bachelor’s Degree or at least 10
years of work experience with an Advanced degree (e.g. Masters/MBA
/JD/MD), or a minimum of 5 years of work experience in related fields with a
PhD
•Significant functional experience in payment processing and client
management in a payments environment

Preferred Qualifications:
•15 or more years of experience with a Bachelor’s Degree or 12 years of
experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with
9+ years of experience in related fields
•Extensive experience building and fostering a “Client first” culture, driving
policies targeted at empowering staff to deliver exceptional experiences with
each interaction.
•Proven track record for successfully leading high-performing teams
responsible for implementing and supporting complex programs involving
extensive change management, all while delivering exceptional client
experiences.
•10+ years of experience helping organizations, teams, and individuals adopt
agile practices and methods (e.g. sprint planning, daily scrums, project work,
story time, sprint review, and retrospective) while embedding agile values (e.g.
individuals and interactions over processes and tools, responding to change
over following a plan, etc.).
•Highly proficient in performing data-driven analyses (e.g. exploratory,
diagnostic, and predictive analysis) to identify changes needed to improve
performance and achieve the highest level of operational excellence. Analytical
mindset with an ability to question status-quo and generate innovative ideas.
•Strong background in customer research and analytics techniques (e.g. focus
groups, market segmentation), customer strategy, human-centered design, and
performance management.
•Executive-level interpersonal and communication skills, and a proven ability to
collaborate and negotiate with and influence customers and staff at all levels.
•Demonstrated ability to build and maintain strong business relationships with
stakeholders at senior and executive management levels.
•Proven record of accomplishment building high-performing and engaged
teams, leading and driving teams to exceed established goals and objectives.
•A proven track record for making sound business decisions, setting direction
and managing both short and long-term goals to achieve high quality
operational results and customer commitment.
•Executive level oral and written communications.

Additional Information

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.