Director, Client Services - Business Strategy and Operation

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 Client Services’ Director, Business Strategy and Operations is a key global leadership role and is a member of the Global Client Success Leadership Team, reporting to the Executive Sponsor of Client Success. The individual is responsible for managing global initiatives for Client Success Managers (CSMs), coordinating forums for CSMs, performance tracking and maintaining global assets key to the fostering of the Client Success community.  Responsibilities include tracking and reporting CSM OKRs, performance, optimization plays performance, managing the group's KPIs with their scorecards, and closely working with the SVP Executive Sponsor for Client Success in identifying and managing key business priorities. 

A key pillar of this role will be to set up automation and agility in reporting of CSM metrics, impacts and quantifiable value delivered for Visa and our clients, while instilling consistencies across the global in CSM ways of working, with allowance for regional variations (as needed for legal and regulatory considerations)

• Manage global operational initiatives for Client Success, including global communications and planning, among others.
• Develop and maintain the Client Success roadmap, working with technology teams to provide input and feedback into product backlogs and feature prioritization.
• Track and update progress across workstreams supporting Client Success community.
• Assist in developing the new Client Success offerings by working with the business planning and operations team to establish the requirements for each region.
• Work across regions with the Finance Client incentive team to include Client Success services in clients’ deals.
• Create and maintain monthly and quarterly regional / market scorecards for Client Success (across all regions) and driving consistency and standardization in metrics and reporting across regions.
• Create and use statistical tools to identify, analyze and interpret regional and global patterns and trends in the data sets represented by the scorecards.
• Define, in collaboration with Tools & Automation team and regions, the requirements in the CRM to support the Client Success Managers’ proactive account management.
• Act as the liaison between Client Success teams worldwide and external groups for any global initiative.
• Initiate, manage and report key strategic Client Success initiatives and/or projects globally as required.
• Maintain CSM guide, CS Toolkit and other forums to ensure connectivity across our Client Success Managers globally.
• Provide leadership and direction in business priorities and ensure successful execution of global strategies.
• Support training requirements across regions and partner with global Business Strategy & Operations team to enable continuous CSM trainings.
• Partner with regional and global Sales Operations and Business Strategy teams to align on synergies with CSMs and AEs to deliver the best client service and experience to our clients (e.g. Joint Account Planning)
• Be a consolidator of operations – support, rules, mandates, issues experienced by CSMs - into the global Hub teams to initiate improvement in Hub operations to deliver faster service to CSMs / AEs and clients while reducing escalations to CSMs / AEs.

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 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD

Preferred Qualifications:

• 10 years of work experience with a Bachelor