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 Senior Director of Client Success, acting as a Lead for LAC Shared Services Team Tier 3 Clients, holds a critical position within the Client Services organization, being accountable for the client experience within Tier 3 Clients and LAC Processors. This is a senior leadership role, as a member of the Shared Services VP leadership team.
This individual will lead a team responsible for managing the postsale and operational relationships with clients Tier 3 and LAC Processor by driving client success outcomes. This role is accountable for the service delivery of new products, onboarding new clients, new processors, implementations, product adoption, operational support and client optimization.
The Senior Director is expected to provide strategic, functional, and technical leadership for all the operational activities for applicable clients, including the cross functional delivery of systems and services. The Senior Director is responsible for defining and deploying client service strategies across various client types, ensuring that Client operational goals and success metrics are understood and achieved.
A key tenet of this role is to develop and enhance success metrics for the team the Senior Director leads, with an aim to not just measure client satisfaction, but to exceed it, using net promoter scores (NPS), survey results, objectives and key results (OKRs), in person meetings, outreach calls, among other factors, to determine accountability and proactive engagements by their team members.
The Senior Director is accountable for building a high performing and cohesive team, aligned to the global Client Success strategic transformation, by providing leadership to a team of people leaders and individual contributors. They should do this through coaching, setting strategic direction and applying working knowledge of Visa products, systems, and procedures.
The Senior Director is accountable for personifying the Visa leadership principles while providing guidance to direct reports, crossfunctional staff, and senior management to proactively drive Client Success whilst ensuring effective resolution of high priority issues with potential of significant financial implications.
This senior leadership role is an exciting opportunity to be at the forefront of and shape Visas Client Success transformation, by leading and developing a high performing team of Client Success Managers to maximize client benefits realization and value from Visa products and services via proactive optimization processes.
Qualifications
Basic Qualifications
-12 or more years of work experience with a Bachelor’s Degree or at least 10
years of work experience with an Advanced degree (e.g. Masters/MBA
/JD/MD), or a minimum of 5 years of work experience with a PhD
Preferred Qualifications
-Demonstrated expertise in payment systems, including authorization and
clearing systems, client connectivity, and settlement services.
-Demonstrated expertise at strategically solving complex global cross
functional issues, evidenced by the exercise of critical thinking and sound
judgement.
-Demonstrated ability to build and maintain outstanding business relationships
with internal and external stakeholders at senior and executive management
levels.
-Outstanding ability to strategically steer cross functional teams through high
impact, unprecedented, complex business issues.
-Demonstrated expertise of AI concepts and applications, and how they can be
leveraged to create value for Visa and its clients.
-Demonstrated expertise of leading and managing of a team of technical and or
professional services professionals.
-Expert proficiency in the following skills:
-Building client relationships: Build credibility and create trust based relations,
partner with clients to build their business
-Becoming customer centric: Listen to and prioritize customer needs to drive
value realization and build trusted partnerships
-Success planning: Build measurable actions plans to help clients achieve their
business goals and realize value from their products and solutions
-Client engagement: Communicate clearly and effectively with clients
-Proactiveness: Think ahead and take action
-Critical thinking: Take ownership over problems and find creative solutions to
complex problems
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
