Senior Director, DPS Debit Client Success Management, NA

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

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

Role includes the following critical functions:

People & Partners

• Leads the 20+ DPS Client Success Managers across USA to support 180+ DPS clients.
• Provides leadership to direct-reports and cross functional staff and management to ensure effective resolution of processing and business issues minimizing any 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.
• Incumbent must be a role model for Visa’s Leadership Principles by enabling and inspiring teams with strategic direction and tactical execution.
• Builds productive partner across several business lines including Sales, Product, Technology, Marketing & Legal to drive client obsession while providing an optimal service experience.
• Ensures that the team provides leadership and consulting related to clients/market to internal stakeholder organizations including Sales, Product, Systems, Risk and Legal.

Clients:

• Recognized as the Visa authority on DPS Debit Portfolio operational and processing business.
• Provides functional and technical leadership for all operational activities for DPS Debit clients, orchestrating cross functional delivery of systems and services to
• 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.
• 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.

Essential Functions

• Provide leadership, strategic direction and management for a team by establishing a customer focused, performance-based culture.
• Directs Client Success Management 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 c