Senior Director - Client Services

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.

Team Summary

Client Services (CS) provides industry-leading services to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Services is accountable for delivering a world class service experience to our clients that begins pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success.  We operate in 50 locations across the globe and act as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

What a Senior Director, Pasay lead, Asia Pacific Client Services does at Visa?

The Senior Director, Pasay lead, Asia Pacific Client Services is expected to provide strategic, functional, and technical leadership for all the cross functional delivery and operations for the AP Client Services teams that are based in our Pasay Market Support Centre. They will be accountable for supervising and growing a high-performing and cohesive team, aligned to the global Client Services strategy and to the Asia Pacific ambitions of Visa, 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. They are accountable for personifying the Visa leadership principles while providing guidance to direct reports, cross-functional staff, and senior management to proactively drive Client Success whilst ensuring effective resolution of high-priority issues with potentially significant financial implications.

In addition, a key tenet will be to develop and enhance success metrics for the team they lead to ensure Client satisfaction is not only measured, but is exceeded, using net promoter scores, survey results, OKRs, in person meetings, outreach calls, and other factors to determine accountability and proactive engagements by their team members. 

In this role, you are expected to:

• Lead courageously to manage and inspire the AP CS team members based in our Pasay Market Support Centre, some of whom dual report to other CS functions, requiring partnership and coordination with other CS Leads, ensuring the team delivers excellent client experience and optimizing our clients’ performance.

• Be a member of the AP CS Onboarding and Implementation Leadership Team, as well as a member of the Pasay site Leadership team.

• Day to day leadership of AP CS teams to provide world-class, differentiated service. Responsible for maintaining best in class employee engagement for over 60-100 team members, driving workplace wellbeing, talent development and a culture of inclusion and diversity.

• Lead and implement operational excellence and ongoing process optimization initiatives to drive incremental revenue and increase client satisfaction.

• Responsibility for annual operating plan and delivery of revenue as well as OKR growth goals.

• Provide strategic guidance to ensure all necessary tools, processes, procedures, documentation, and staffing are in place to support successful scalable solutions and deployments for AP clients.

• Foster a high performing culture within your team, develop talent from within as well as recruit talent that can inject new perspectives, skill sets and experience.

Why this is important to Visa?

This senior leadership role is an exciting opportunity to be at the forefront of and shape Visa’s Client Services evolution, by leading and developing a high-performing team to maximize client benefits realization and value from Visa products and solutions. The role is also accountable for ensuring high standards of training, quality monitoring, workforce management and overall operational support, so that service levels are met, and performance is compliant with local laws and Visa policies.

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

• At least 15 years of successful experience in progressive leadership roles in Client Services environments, preferably in the Payments industry.
• Bachelor’s degree or equivalent. Graduate degree or MBA preferred.
• Certification and hands-on experience leading Agile and Lean Six Sigma projects would be preferred.
• Superior leadership qualities with the ability to build high performing teams. Provide direction, motivation and holding self and team accountable for results and the required behaviours.
• Demonstrated outstanding strategic ability to solve complex cross-functional issues exercising critical thinking and sound judgment.
• Outstanding ability to strategically lead cross-functional teams through high impact complex business issues that do not have precedent.
• Inspiring leadership and management of a team of technical and professional services practices.
• Working knowledge of Client business drivers for their operations and processing businesses, demonstrating detailed knowledge of the full breadth of systems, products and services offered by Visa.
• Excellent problem solving skills with a strong focus on client success.
• Strong communication skills, ability to communicate at all levels within the organization.
• Experience and understanding of global practices and management.
• Highly disciplined and organised approach to managing self and team to execute consistently and systematically on both immediate and long-term priorities.
• A strategic thinker who creates a clear vision and then breaks the objective into clear deliverables phases.
• Disciplined approach to risk management, identifies and analyses the risks when making decisions.
• Self-starter with demonstrated ability to take the initiative, and adapt in a fast changing, often ambiguous market context.

Personal Characteristics

• An inclusive leader with experience building, empowering and developing high performing diverse teams.
• Creative and resourceful in overcoming barriers and unexpected roadblocks.
• Takes a hands-on approach to all activities with real passion and high levels of energy.
• An intellectually curious but humble leader with a high degree of compassion, able to engage, enable and inspire others.
• An authentic leader who intuitively engenders an inclusive environment, enabling the business to reach its ambitious goals.
• High levels of learning-agility with a real interest in the fintech ecosystem and a ‘technology or digital-first’ approach.
• Entrepreneurial and comfortable with ambiguous and change-led environments, self-confident with an authentic style that gravitates to championing change.
• Eager to seek a challenge and expand frontiers, brings a visionary approach. Sets and meets a high bar of goals and principles.
• Committed to building a community through Visa’s Leadership Principles.

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.