Senior Director, Issuing Solutions – Technical Service Delivery & Standardization

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 Issuing Solutions Client Services (CS) team is responsible for the end-to-end engineering and optimization of our clients’ technical service experience in alignment with the full solution portfolio. Issuing Solutions is one pillar of the Value-Added Services (VAS) Global CS team, working with clients worldwide to develop and deliver client value, and world class servicing.  

The Senior Director of Technical Service Delivery & Standardization is accountable for the performance and on-going improvement of their product portfolio's technical service experience. This role is recognized as a thought leader and technical authority on our clients’ API integration experience, focused on improving efficiencies, increasing client satisfaction, and refining our internal operations. This role prioritizes our clients and places them at the heart of our technical operations, products, and enhancements. The goal is to offer positive technical integration experiences to our clients using common goals and data to drive improvements.

This role will be a responsible for the identification and recommendation of technical service experience improvements, development of business cases for changes, and own, oversee, and deliver projects with cross functional stakeholders to improve the end-to-end technical experience for clients.

What You’ll Do, Day-to-Day

Leadership & Influence

• Manage a cross-functional team of stakeholders with the responsibility to improve the technical client experience and reduce the cost to service our Issuing Solutions clients
• Lead the design, creation, roll-out, and delivery of the technical service experience strategy to reduce client interactions and caseloads through all channels
• Develop and own business requirements and provide input to technical service design, development, implementation, client engagement, and support processes through a client centric lens
• Engage in the development, execution, and monitoring of Product KPI’s with Solutions stakeholders, ensuring regional alignment and key stakeholder adherence
• With Product, define success measures and track status of technical service experience improvements, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, and cost reductions
• Represent the Technical Service Delivery & Standardization team with senior leadership and key stakeholders with a client centric approach, acting as a key subject matter expert
• Identify and document the existing technical service experience, leveraging client insights and business priorities to identify areas where continuous improvement can be applied, oversee the implementation of the change, and measure the level of improvement.
• Hold teams accountable through influence and data driven proposals to improve our clients’ technical journey, and internal operations, in alignment with business objectives and key results
• Prioritize and monitor the team’s work to ensure deliverables meet stakeholders needs and projects are managed to agreed timelines and budget
• Elevate and communicate risks and corresponding mitigation plans in a timely fashion

Client Consulting

• Leverage deep API integration subject matter expertise (and related technologies) and technical experience to lead client consultations in support of bringing Issuing Solutions services to market quickly and with minimal friction
• Design approaches to refactoring poor client experiences, creates technical proofs of concept to demonstrate superior client outcomes and commercialize new approaches
• Assists pre-project engagements with key clients or products in a technical consulting role to understand the scope of client need and partners with Product to define unique solutions where applicable

Continuous Improvement

• Expert application of Agile methodologies and Lean Six Sig