Sr. Director, Business Operations and Strategy

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

The Client Services’ Sr. Director of Business Operations and Strategy is a key regional leadership role and is a member of the NA Client Services Leadership Team, reporting to the NA regional SVP and Global Business Operations and Strategy VP.

The individual is responsible for managing multiple regional level programs and projects, and for driving regional success in support of global initiatives. Responsibilities include: lead the Revenue Transformation Initiative, track and report revenue, manage the group's KPI’s with their scorecards, support regional NPS strategy, lead regional Operational Excellence initiatives, and closely work with the region’s SVP in identifying and managing key business priorities.

Additionally, the individual will support the Account Management teams on new products, services and/or initiates.  This role will be an extension of both the NA Client Services team and the Global Business Operations and Strategy team.

• Lead global operational initiatives for the region, including global communications, global planning and reporting, audit & compliance, Operational Excellenceamong others.
• Lead the regional’s Revenue Transformation Initiative, which involves solutions definition, pricing committee approvals, internal and external training, and marketing and positioning solutions offered to transform the organization into a revenue-generating service center (profit center).
• Develop and maintain the Client Services revenue service plan, which includes profit & loss management and reporting, and automate the current billing process.
• Assist in developing the new Client Service offerings by working with the business planning and operations team to establish the requirements for the region.
• Work with the finance Client incentive team to develop solution services (consulting) that can be offered as Value-In-Kind (Value-Added Services) that Business teams can include in the initial business opportunity (Structuring Stage of the business opportunity).
• Develop an initiative to socialize the new Client Services product service offerings to the region’s sr. management and the various Sales Teams to align the organization to the region’s business strategy.
• Create and maintain monthly and quarterly regional scorecards with key KPIs for both Client Services and each functional team. This will help Client Services move from a Visa-centric to a Client-centric organization, thus creating efficiency and transparency.
• Lead OKR reporting for the region, in alignment with global OKR reporting and tracking
• Lead improvements to regional client surveys and manage outcomes with related actions.
• Support roll out of new job families and program maintenance to ensure all teams are aligned. 
• Act as the liaison between NA Client Services and external groups for any global initiative brought to the NA region.  
• Initiate, manage and report key strategic Client Services initiatives and/or projects across NA as required.
• Manage Client Services Employee Engagement results and provide actionable steps for improvement to the region’s SVP.
• Develop a Client Services newsletter that will be distributed to our regional team, and internal stakeholders, as a way to continuously promote Client Services within the region.
• Provide leadership and direction in business priorities and ensure successful execution of global and regional strategies.
• Drive process improvements to optimize operations between the Sales Teams and Client Services’ functional teams, by leading cross-functional regional and/or geographic process improvement initiatives.
• Provide internal compliance guidance by working with cross-functional teams to ensure highest internal audit ratings.

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 De