Director, Client Resolution, Issue Resolution Concierge Servicing

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

Director, Client Resolution, Issue Resolution Concierge Servicing  is responsible for leading and executing a global client support team that provides white glove treatment for Visa’s highest valued clients (designated as key and global clients).  This person will play a critical role in shaping the long-term concierge service delivery model. 

The concierge servicing team will be made up of dedicated experts who have proficiency in a large variety of Visa’s products and services.  Team members are also expected to have expertise in their assigned clients including products used as well as their clients’ initiatives, needs, and preferences.  The leader of this team is accountable for the end-to-end issue resolution servicing of clients assigned to the concierge servicing team. 

Key areas of accountability include: 

• Driving the highest level of client satisfaction across all issue resolution as measured by CSAT and NPS (Net Promoter Score) 
• Creating connectivity for the concierge team across the Visa ecosystem of internal and external partners in order to drive complete resolution of issues with accurate and rapid response times 
• Ensuring 24x7 support coverage using a follow the sun model to support clients in their preferred time zones 
• Fostering a client-first culture, driving policies and ensuring proper access to empower team members to deliver exceptional experiences with every interaction 
• Continuous evolution of concierge serving to stay current with client trends and industry standards 

The Director will collaborate regularly with senior regional leaders and product heads to ensure close alignment with client expectations.   

They may take on additional responsibilities related to servicing Visa’s top clients as required and will report to the VP Client Resolution, Client Care. 

Key Responsibilities: 

• Lead and inspire the Issue Resolution Concierge Servicing team, ensuring members have the necessary information, tools, and resources to deliver exceptional service to key and global clients. 
• Foster a client-first culture, driving policies that empower staff to deliver exceptional experiences with every interaction. 
• Serve as the 24x7 escalation point for critical issues and incidents impacting key and global clients. 
• Build and maintain strong relationships with Senior Management, Product, Sales, CS, and other organizations across the Visa ecosystem. 
• Continually modernize and reimagine the client experience by seeking out cutting-edge solutions, taking an agile approach to implementing technology enhancements and process improvements. 
• Provide thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support. 
• Develop and manage strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts. 
• Stay current with industry and client trends and maintain a strong knowledge of Visa's products and services. 

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
• 5 or more years of experience managing high-value, multi-national clients in an account executive, client success or similar role
• Substantial experience in or expertise of the payments industry and payments ecosystem
• Proven track record for successfully leading hig