Sr. Director, Client Success – JPMC Team

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

This role is part of NA National Client Support and Implementation team; a professional services organization recognized as the Visa authority for Client operational business within Visa and the business units of Client organizations.

• Has the overall responsibility for the Client operational relationship with JPMorgan Chase and is recognized as the Visa authority on JPMorgan Chase’s operational and processing business.
• Provides functional and technical leadership for all operational activities for JPMorgan Chase, orchestrating cross functional delivery of systems and services to JPM; deploys client support strategies that preserve Visa and client expertise while delivering effective, efficient and consultative support and project management that aligns to Visa and Client business goals and objectives.
• Provides leadership to direct-reports and cross functional staff and management to ensure effective resolution of processing and business issues with potential of significant financial implications. Builds a strong and cohesive team by providing leadership to Individual Contributors, and staff through coaching, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures.
• Ensures that the team provides leadership and consulting related to clients/market to internal stakeholder organizations including Sales, Product, Systems, Risk and Legal.
• Establishes and fosters relationships with Client and internal stakeholders at all levels of staff, senior and executive management. Provides thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
• Is the voice of CS within the National and CS Leadership Team and champions/aligns market strategies with CS objectives and goals?

Essential Functions

• Provide leadership, strategic direction and management for a team by establishing a customer focused, performance based culture.
• Directs Client Support and Implementations resources for the JPM Team to ensure that all Product, Sales and Client initiatives are successfully executed and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction.
• Ensure the team is broadly engaged with all internal, global stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal
• Support Client Sales in sales efforts, providing service standards as required for the implementation and support of market specific products and services.
• Demonstrate continuous improvement of performance, cost effectiveness and compliance in delivery of support services to Visa clients.
• Maintain and build rapport with Client Support teams across all other Visa geographies to exchange, learn and leverage best practices and augment with professional practices of other leading companies.
• Drive creation and delivery of opportunities for optimizing Clients’ operational performance for the mutual benefit of Clients and Visa
• Provides thought leadership for matrixed CS client facing functions to ensure alignment with Sales and client/market needs.
• Leverages and influences the resources within each Client Services functional, staff through business leadership.
• Responsible for resource forecasting to accomplish deliverables.
• Prime a