Director, Client Resolution NA (Processing Experience)

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Director, Client Resolution – NA is responsible for leading an NA Client Resolution team supporting Visa clients.  This role will be accountable for critical servicing metrics such as client satisfaction (as measured by NPS), case duration, first contact resolution, and others.  In addition, this role is the primary point of contact for escalations and will be responsible for managing a servicing team that leads to minimal escalations.

The Client Resolution team is made up of dedicated experts who have proficiency in Visa products and services.  Team members are expected to have expertise in common and unique client issues and inquiries.  They will also have a high degree of familiarity with the clients’ preferences.  As the leader of this team, the Director, Client Resolution – NA is accountable for the end-to-end issue resolution servicing of Visa clients.

Key areas of accountability include:

• Driving the highest level of client satisfaction across issue resolution as measured by Client Satisfaction scores and NPS
• Creating connectivity across the Visa ecosystem of internal and external partners in order to drive complete resolution of issues with rapid response times
• Fostering a client-first culture, driving policies and ensuring proper access to empower team members to deliver exceptional experiences with every interaction
• Continuous evolution of serving to stay current with client trends and industry standards
• The Director will collaborate regularly with senior regional leaders and product heads to ensure close alignment with client expectations. 
• They may take on additional responsibilities related to servicing Visa’s top clients as required and will report to the VP Client Resolution, Client Care.

Key Responsibilities:

• Lead and inspire the Client Resolution team, ensuring members have the necessary information, tools, and resources to deliver exceptional service to high-value clients.
• Foster a client-first culture, driving policies that empower staff to deliver exceptional experiences with every interaction.
• Build and maintain strong relationships with Senior Management, Product, Sales, CS, and other organizations across the Visa ecosystem.
• Provide subject matter expertise and coaching to team members on technical support inquires related to digital payments, clearing and settlement, and API connections.
• Continually modernize and reimagine the client experience by seeking out cutting-edge solutions, taking an agile approach to implementing technology enhancements and process improvements.
• Partner with a Service Experience/GTM liaison to understand product changes and feature launches sufficiently to assess the impact to Client Resolution and make related process and documentation changes.
• Works directly with Client Success and Technical Solutions leadership to identify knowledge opportunities within team and drive increased expertise and technical ability within Client Resolution.
• Acts a as subject matter expert for Processor knowledge and configuration of clients
• Provide thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
• Develop and manage strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts.
• Stay current with industry and client trends and maintain a strong knowledge of Visa's products and services.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Experience leading tec