Job Description

Job Title Senior Director Implementation

Description

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.



Client Services provides industry-leading operational support to Visa's clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa's clients, providing expertise to support and successfully grow their business.

Job Scope

The Senior Director is a client-facing senior role responsible for leading a team of Directors and Professional staff who are working with clients in 2 directions to achieve the synergistic effect:

• Leading the deployment of Visa mandatory requirements, network access solutions in the region.
• Leading the specialized implementation services to support adoption of digital products and services with the focus on CS services commercialization and Visa solutions cross-selling.

This role requires the expert knowledge of industry best practices and breadth of knowledge of Visa's products capability and endpoint-related services.

This position also requires excellent client-facing technical consulting experience and calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology.

Requires a strong client-focused mindset and ability to identify opportunities and build business, driving cross-selling with the clients.

Key Responsibilities

• Responsible for Digital Transition and implementation of Visa products, with the focus on CS services commercialization.
• Lead the implementation of new Visa connectivity, products/services within Visa's proprietary systems. Proactively engage with Product and Technology organizations to deliver best result.
• Responsible for the designing the optimal implementation strategy for the mutual benefit of Visa and clients, by identifying and implementing process improvement and service enhancement with the focus on cross-selling and CS services commercialization.
• Be the owner of the CEMEA Implementation Guides. Responsible for guides constant development, lead implementation of procedures to deliver high quality client implementation projects.
• Responsible for development of client-focused, performance-based and result oriented culture for the team. Provide thought leadership through coaching, setting strategic direction and applying working knowledge of Visa strategy, products, systems, and procedures. Serve as an internal and external senior escalation contact.
• Proactively identify and solve complex problems that impact the management, client success and direction of the business.
• Be an essential part of global and local teams to drive the global strategy execution and organizational objectives.
• Proactively build and develop strong business connections within organization (Client Services, Technology, Sales, Product, Systems, Risk and Legal and others) to assure proper focus on Implementation projects and client experience.
• Be the functional expert for processing and operational business. Ensure the best operational practices and product-based expertise are widely implemented with a view to client operational readiness and effective implementation.
• Responsible for continuous improvement of performance, operations, processes, cost effectiveness & compliance in delivery of implementation services to clients.

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

• Typically requires a minimum of 15 years progressively responsible experience in customer service and technical support role in the financial or information technology industry, with management experience
• Bachelors/Degree or equivalent work experience.
• Strong client, processor, and end-user focus- client driven
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit
• Excellent Project Management Skills
• Strong leadership/managerial skills. Proven track record of leading and driving teams to achieve and exceed established goals and objectives
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa, including authorization and clearing systems, client connectivity, Visa settlement service
• Excellent knowledge of Client business drivers for their operations and processing businesses
• Proven ability to make sound business decisions
• Excellent influential and negotiation skills to drive results, using analytics to measure performance against key initiatives
• Excellent analytical and numerical skills with ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients
• Experience shaping and delivering a professional services delivery strategy
• Excellent organizational skills- ability to manage multiple, competing priorities
• Excellent English written and verbal communication required
• Be able to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges, explore new ideas and be flexible with changing priorities

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.

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