Senior Director - Client Services

Team Summary

Client Services (CS) provides industryleading services to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to Product bringing the voiceofthecustomer 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 presales 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 Visas 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 highperforming 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 crossfunctional staff and senior management to proactively drive Client Success whilst ensuring effective resolution of highpriority 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 worldclass differentiated service. Responsible for maintaining best in class employee engagement for over 60100 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 Visas Client Services evolution by leading and developing a highperforming 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 23 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 :

Qualifications

At least 15 years of successful experience in progressive leadership roles in Client Services environments preferably in the Payments industry.
Bachelors degree or equivalent. Graduate degree or MBA preferred.
Certification and handson 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 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 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 longterm 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 or 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