Head of Client Services for CE and Eurozone Branch Ops

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

The Senior Director, Head of Client Services for Central Europe and Eurozone Branch Operations is a leadership position within the Client Services organization, with the following responsibilities:

As Head of Client Services for Central Europe you will:

• Active participant on the CE Leadership Team, representing all Client Services functions to Country Managers and Regional Managing Director focused on delivering excellent client experience and optimizing client performance on all post sales topics in alignment with defined Client Services and the market and cluster OKRs and scorecards.
• Manages vertical and horizontal matrixed reporting across multiple teams (including other people managers, Director and below level), in order to direct the execution of operational plans and strategies, established by sub-functional leadership priorities and scorecard objectives
• Focus is on mid to long term operational plans for the team, market closely aligned with the RMD strategy (e.g., 3 to 5 years)
• Independently develops and maintains strong relationships with key Visa cross functional stakeholders, positioning Client Success as the accountable team for all post-sale and pre-renewal activities. The cluster leader must be the continuous advocate of the Visa CSM transformation effectively illustrating alignment to the Visa Sales 2.0 strategy.
• Effectively and consistently holds cross-functional stakeholders within Client Services (e.g., Onboarding and Implementation teams) accountable for delivering a best in-class client experience across each stage of client service journey, by actively and frequently highlighting gaps and pain points with proposed suggestions for an improved client experience ‘all round’, without the issue recurring and communicate with and influence executive leadership
• Responsible for managing medium to large sized projects or processes and providing direct leadership and steer and guidance to other employees across the CS functions (in market, cluster, Hub) as relevant for the requirements, and managing communication and updates to all relevant senior stakeholders
• Streamlines key strategic initiatives relating to Visa's Client Success transformation, with the aim of inspiring direct reports to enact key changes in support of the future state vision.
• Influences others within and outside Client Success functions which are not restricted to own cluster and market (within Client Services and across Visa business and product and technology functions) regarding practices, procedures and policies
• Provides thought leadership on latest global payments trends, Visa solutions, and competitive insights to provide a world-class client experience.
• Fosters relationships with senior management client stakeholders by appropriately advising clients on key actions to prioritize to maximize value realization through regular engagements with a selected set of clients, and in presentations at client forums.
• Holds direct reports accountable for their development in line with the Visa Leadership Principles and Rewards and Recognition programs, including Quarterly and Annual Reviews, as well as during regular 1 to 1 meetings to monitor progress on OKRs and goals.
• Effectively, actively and continuously coaches, reviews and delegates to lower level professionals (Direct and Matrixed reporting lines) to achieve the high impact outcomes for clients and Visa
• Owns the expense budget for CE as well as the revenue targets and the tracking of OKRs based on the multi-year Client Success transformation.
• Acts as the central escalation point, providing support to direct reports during major incident and crisis responses as needed, and act as the main escalation point on all client services and operational topics to RMD and CMs, ensuring regular executive level updates on status through the process to client, business and CS senior management.

As Head of the Eurozone Branch Operations:

• Responsible for the day-to-day operational oversight, monitoring and influencing of the functioning of the Visa European Payment System for euro denominated payments and leading on influencing the management of critical incidents and crises across other Euro denominated countries, as r