Vice President, Client Care, Co-Head of Managed Services (Americas)

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

Team Summary

Client Services 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, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Services is accountable for delivering a world class service experience to our clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success.  We operate in 50 locations across the globe and act as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

The Vice President Client Care Co-Head of Managed Services is a senior leader responsible for overseeing operational and customer service functions for our managed services across the US and Latin America sites. 

The role will report to the SVP of Client Care.

What a VP, Client Care Co-Head Managed Services (Americas) will do:

• Day to day leadership of Client Care service teams supporting managed services to provide world-class, differentiated service
• Ensures timely and effective resolution of client queries, collaborating with other functional groups as needed, delivering against client service-level agreements and metrics
• Maintains best in class employee engagement among team members and their managers, driving workplace well-being, talent development and a culture of inclusion and diversity
• Leads Business Continuity for managed services in the US and Latin America
• Leads operational excellence and ongoing process optimization initiatives
• Joint responsibility for annual operating plan and delivery of revenue growth goals for managed services globally

Why this is important to Visa:

Services performed by Client Care include debit and credit card support, emergency assistance, prepaid services, risk management, issue resolution and merchant support. The role is also accountable for ensuring high standards of training, quality monitoring, workforce management and overall operational support, so that service levels are met and performance is compliant with local laws and Visa policies.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:
• 12 or more years of work experience with a bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD
Preferred Qualifications:
What you will need:
- Outstanding people leadership skills, with a track record of motivating and engaging managers-of-managers to drive highly engaged, high-performing teams both in-person and remote
- Extensive experience in a product, service, or project management environment
- Significant leadership experience in Customer Service and/or Contact Center operations with teams of 500 + employees
- In-depth functional and industry experience and expertise of customer care industry, best practices, metrics, processes, products and infrastructure
- Highly desirable: Bi-lingual business language skills in Spanish and English
- Highly desirable: experience developing chat channels in a service environment, including strategy, optimization, establishing service standards and tone of voice, chatbot and automation.
- Commitment to exceptional customer care and client support and the ability to develop and deliver metrics to achieve this
- Experience in financial services, fintechs, telecom, retail and ecommerce will be an advantage.
- Natural collaborator, wi