Director, Client Success/Implementation

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

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

• Oversees overall operational relationship and support delivery for (National Client – Specifically Bank of America PAS & Bank of America CSM), coordinating implementation and escalation efforts with other Visa teams to ensure all inquiries and operational issues are properly addressed.
• Leadership responsibilities of a team of approximately 6 individuals
• Work closely with Account Management, Project Implementation and Sales teams to understand goals and be able to support organizational objectives.
• Maintain relationship with Bank of America to understand local market needs and trends and gain insight on the need to enhance support approach.
• Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
• Participate with other Visa region’s counterparts in strategic meetings to discuss overall Client global concerns and issues related to the day-to-day support of their operations.
• Provides leadership and strategic guidance to ensure all necessary tools, processes, procedures, and staff are in place to successfully support Bank of America initiatives, while establishing and fostering relationships through daily support.
• Establishes and fosters relationships with Bank of America and internal stakeholders at all levels of staff and senior management.
• Fully understands the payment and data processing industries including industry trends and high-level business drivers (digital products and services).
• Requires expert knowledge of all supported product and services and how these impact clients’ business.
• Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
• Ability to manage and lead independently with little supervision of daily activities
• A proven track record for making sound business decisions, setting direction, and managing both short and long-term goals, achieving high quality operational results and customer commitment.
• Proficient in performing analysis and drawing conclusions from written or computer-generated material and from observed trends.
• Ability to set priorities and manage customer expectations (internal and external), and work both as part of a team and independently.
• Formulates short and long-term plans and can change both as the industry or environment changes
• Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
• Clearly expresses ideas using sound data through the highly proficient use of desktop tools
• Self-starter with organizational, conceptual, and logical problem-solving skills.
• Able to select, develop, support, and retain a diverse and high performing staff.
• Ability to maintain a courteous and professional demeanor in all dealings.

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