Director, Client Success – US Financial Institutions

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

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. 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.

Job Scope

Visa is looking for a strong candidate to support clients at an advanced level that will manage a team of Client Success Managers within the Super Regional Segment.  In addition, this role is responsible for applying independent judgment in resolving issues and making recommendations related to operational efficiencies and revenue generation. 

Responsibilities

• Lead complex cross functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research. 
• Consult with client institutions and provide technical expertise to structure effective programs.  
• Serve as an escalation point for complex issues encountered by team members. 
• Act as a mentor and train team members. 
• Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives. 
• Proactively identify operational opportunities and implement recommendations to increase service quality, revenue, and efficiency.  
• Build and enhances positive working relationships with key Visa client institutions, processors, and internal stakeholders.  
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system 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. 
• 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). 
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. 
• Represent complex customer change requests, system, or operational requirements; negotiate and manage expectations internally and externally. 
• Develop and manage strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans. 
• Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems. 
• Support bi-annual business enhancements and all Visa mandates. 
• Partner with assigned Account Executives to identify sales leads and additional business opportunities. 
• Perform ongoing proactive operational reviews to include billing and transaction processing. 
• Responsible for own work-flow assignments and must be able to take the initiative to resolve problems and meet deadlines.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadersh