Director, Automation and 3rd Party Tools

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 Automation and Optimization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally-integrated automation capabilities across all areas of Client Services.

The Director, Automation and 3rd Party Tools will be responsible for defining and delivering the end-to-end automation strategy for Client Services leveraging 3rd party tools to drive best in class customer experience, optimize internal processes and increase operational efficiencies.

S(he) will build in-depth understanding of Client Services’ needs, pain points and automation opportunities by partnering with global and regional servicing teams, and will work with technical teams to implement the optimal solutions to address those needs.

Do you like to live between the lines of business and technology, integrating the best of both worlds to understand how we work and identify improvements to drive new business value? Do you like the empowerment of defining priorities and delivering innovative solutions for the business?

We are looking for a dynamic leader to drive the execution of the automation of our processes, resulting in exceptional customer and colleague experiences. The role requires effective collaboration with Client facing teams and Technology partners within Client Services and other Visa organizations. Additionally, the effective candidate will be able to lead through ambiguity and inspire followership within a matrixed organization.

Key Responsibilities

• Automation strategy and product development
  • Develop the overall strategy and specific solutions for improvement of Client Services processes using automation.
  • Lead the technology assessment of existing automation solutions and tools and align them to the automation strategy.
  • Partner with Business Process Optimization and Tools Strategy and Execution teams to effectively implement process improvements and automation capabilities that will deliver cost savings and service speed delivery reduction.
  • Provide product management leadership to deliver scalable solutions leveraging best in class automation and tools integration capabilities.
  • Engage with technology partners in understanding business roadmaps, identifying and prioritizing technology projects and building program roadmaps.
  • Demonstrate knowledge on scaled agile methodology to ensure alignment to standards for project delivery.

• Automation Tools and Technology Trends
  • Be aware of current and future market and technology developments inside and outside of the Automation space through offerings, white papers, blogs, upskilling and learning opportunities.
  • Promote and be a source of knowledge across the Client Service organization of all automation related tools.
• Leadership and Team Building
  • Build, develop, coach a team of product managers and analysts.
  • Lead by example and set development and performance goals for the team.

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 two to three days a week, Tuesdays, Wednesdays and / or Thursdays with a general guidepost of being in the office 50% of the time based on business needs.

Visa does not support immigration or relocation for this role.

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 a minimum of 3 years of work experience with a PhD.

Preferred Qualifications: