Director, Global Service Experience

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

The Visa Global Service Experience Director is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on Client Services enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the work to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This includes Product Implementation Services and Support, Enterprise/Government mandate projects, and Internal/external SME/Consulting support.

Essential Functions

Global Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting. Within Client Services, the role of Readiness is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Readiness ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.

This Director role is an individual contributor role responsible for managing complex strategic initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.

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 leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

10 or more 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:

12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
Requires a minimum of 12+ year’s progressively responsible experience in a customer support role in financial services, payment card, and software or information services.
Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.
Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
Excellent time management, organization, and planning skills are essential.
Ability to comprehend and translate complex technical issues and apply business solutions.
Demonstrate success in client relationship management.
Operational knowledge of the Mexican financial industry a plus.
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
Excellent verbal, written, presentation and interpersonal skills
Strong project management skills
Demonstrated ability to articulate complex technical terms or processes into business language.
Strong oral and written communications skills

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed