Senior Director Head of Client Services CS SMT Cluster Global Clients and GlobalRegional Acquirers

Team Summary

The SMT Cluster Global Clients & Global/Regional Acquirers Client Services team is currently a team of 9 located across the region covering clients in 3 countries: Singapore Malaysia and Thailand. It also covers Global Clients and Global Acquirers who have presence in the Asia Pacific region. 

The team is accountable for managing the postsale and operational relationships of clients by overseeing onboarding and implementation processes maximizing adoption of deployed products driving Client Success outcomes and optimizing client performance.

What a Senior Director Head of Client Services (CS) SMT Cluster Global Clients and Global/Regional Acquirers does at Visa

The Senior Director Head of Client Services (CS) SMT Cluster Global Clients & and Global/Regional Acquirers is a senior leadership role reporting to the SVP Head of AP Client Services and will lead the team responsible for managing the postsales and operational relationships of clients by overseeing onboarding and implementation processes maximizing adoption of deployed products driving Client Success outcomes and optimizing client performance across the SMT markets Global Clients and Global/Regional Acquirers.

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. They will define and deploy client service strategies across the different client types including proactive Client Success planning. This will ensure their client operational goals/success metrics are understood intended outcomes are met and client readiness activities for upcoming mandates are tracked in Client Success Plans. 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.

The Senior Director is accountable for building a highperforming and cohesive team aligned to the global Client Success strategy by providing leadership to a team of 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 crossfunctional staff and senior management to proactively drive Client Success whilst ensuring effective resolution of highpriority issues with potential of significant financial implications.

In this role you are expected to:

• Lead courageously to inspire the SMT Cluster Global Clients and Global/Regional Acquirers Client Services team focused on delivering excellent client experience and optimizing our clients performance.
• Be a member of and active participant in the AP Client Services Leadership Team and the SMT Cluster Global Clients & Acquiring Leadership Team.
• Own the expense budget for this group as well as revenue and sales targets and Objectives/Key Results based on the multiyear Client Success transformation.
• Drive the development and delivery of key strategic initiatives in support of the global Client Success transformation inspiring and holding team members to account for enacting key changes in support of the future state vision.
• Establish and foster outstanding relationships with executive management team stakeholders from Clients and is adept at independently managing and resolving challenging and complex client escalations by obsessing about clients. 
• Develop and maintain outstanding relationships with key Visa crossfunctional stakeholders. Represents the voice of the client on all operational initiatives and issues with key internal partner organizations including Sales Product Global Clients Global/Regional Acquirers Finance Risk Legal and Technology.
• Build and maintain highest quality relationships across all key clients industry participants and regulatory bodies. Establishes thought leadership in domains on payments operations innovation and technology. 
• Own the holistic postsale and operational relationship of the client portfolio acting as a key ambassador of all Client Services teams by providing the central voice of Client Services to Clients and Sales Account Owners.
• Act on an adhoc and as needed basis as the central escalation point for managing client escalations concerning major incident/crisis responses.
• Provides thought leadership expertise on the latest global payment processing trends Visa solutions and technologies to provide a world class Client experience.
• Manage all Client Services staff in the SMT cluster some of whom dual report to other Client Services functions requiring partnership and coordination with other Client Services Leads.
• Be available for international travel 40% of the time due to the regional footprint of clients direct reports and team members.

Why this is important to Visa

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 highperforming team of Client Success Managers to maximize client benefits realization and value from Visa products via proactive optimization processes.

Qualifications :

What you will need:

We are looking for an individual who brings breadth of experience a curiosity about payments is resultsdriven and client focused. As a candidate you should have:

• Bachelors Degree or equivalent Graduate degree/MBA preferred.
• 15 years of successful experience in progressive leadership roles with client facing accountability preferably in the Payments industry.
• 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 behaviors.
• Outstanding demonstrated strategic ability to solve complex crossfunctional issues exercising critical thinking and sound judgment.
• Outstanding ability to strategically lead crossfunctional teams through high impact complex business issues that do not have precedent.
• Inspiring leadership and management of a team of technical and/or professional services professionals.
• Demonstrated ability to build and maintain outstanding business relationships with internal and external stakeholders at senior and executive management levels.
• 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.
• Knowledge and experience of Acquiring business and operations.
• Experience managing relationships with large global clients.
• Experience and understanding of global practices and management.
• Excellent presentation communication and networking skills.
• Ability to make and build strong connections with government and regulators in markets
• 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.
• Selfstarter 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 handson 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 learningagility with a real interest in the fintech ecosystem and a technology / digitalfirst approach.
• Entrepreneurial and comfortable with ambiguous and changeled environments selfconfident 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 Visas Leadership Principles.

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.

Remote Work :

No

Employment Type :

Fulltime