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

Summary

An exciting opportunity to join and help establish the Global Acceptance Client Services team, supporting key Global Acceptance Partners.  Visa has the opportunity to improve the client experience, depth of relationships and deliver mutual revenue growth for its key global Merchant and Acquirer partners. These clients want to enhance their global relationships with Visa, leverage our insights, data, relationships and talent to help grow and enhance our mutual business interests. This role will play a critical role in defining and differentiating the MS&A Client Experience at global, regional and local levels and fully integrating seller side support into our Client Services support model.  Working within Client Services, the Senior Director will lead the definition of the support models that will ultimately reduce the operational burden on the MS&A sales teams to enable them to focus on selling.

Job Description and Responsibilities

The Senior Director will be responsible for designing the Client Services (CS) strategy supporting Acceptance Clients globally. This role will lead the design, development and implementation of CS support for acquirers, merchants and PayFacs with a particular focus on the top Global Merchant, Acquirer and Processor partners. The Senior Director will also lead the design, compatibility, and implementation of support for regional and local (long tail) ecosystem partners to ensure an effective framework for a support model that is scalable and aligns investment with client strategic importance and potential.

The overarching objective will be to Implement an innovative, proactive and effective Client Success Manager (CSM) model specifically designed for acceptance clients, improving the client experience, support and growth opportunities for both Visa and our clients, while also looking at support models needed at key client touch points including onboarding, retention and support.  It will be key to ensure the Service Model incorporates the latest Client Services design principles and the Senior Director will be responsible for thought leadership, influencing and securing the buy in of senior stakeholders across both the MS&A and CS Leadership teams.

Key Responsibilities

• Lead the design, creation, roll-out, and delivery of the CS Client experience strategy for seller side acceptance clients considering the optimum operational model for utilization of the CSM role, including service standards and supervision of external consultants to drive the development of innovative solutions. 

• Define success measures and to monitor and assess the effectiveness of the service experience improvements and the service model, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, Establish and monitor Objectives and Key results (OKRs) required to delight clients.    

• Ensure the buy in and support for the strategy and service model implementation from global, regional and in country MS&A & CS leadership and teams in addition to key stakeholders within Value-Add Services, Commercial Money Movement, Digital Partnerships, Product and other areas.

• Lead the thought leadership to adjust the model as necessary to ensure alignment with business objectives, technical innovation at the core of the offering and the optimal service experience.

• Engage with clients, client facing and supporting teams globally, regionally and locally to ensure the client experience and GACS ambition to ‘deliver the best global experience for Acceptance customers and partners’ is well understood, shared and an agreed goal.

• Lead external, direct and virtual teams (across the matrix) to design, agree and implement the optimum service models in addition to being the champion for the voice of the client and relentless in improving the client experience. Manage external strategic consultancy programs to accelerate design work.

• When approved, recruit, lead and inspire direct team members and Go Share project resources to ensure successful implementation and evolution of the Service Model to maximize revenue and Client Experience improvements.

• This role is a direct report to the Vice President of Operational Engagement & Optimization and will be fully responsible for developing and delivering the Global Acceptance Client Service model and strategy.

Key skills required.

• Proven influencing skills (at senior and executive levels) as this role will need to change the way current teams operate, influencing peers, regional CS, MS&A and CSM leaders.

• Highly effective communicator and collaborator working across global and regional teams in multiple functions.

• Ability to inspire and motivate teams to achieve common goals and objectives.

• Proven track record of developing, mentoring and inspiring stakeholders and team members to reach their full potential.

• Strong and adaptable leadership style, with a proven track record of setting out a clear vision, goals, OKRs and delivery in a complex environment.

• Experience leading Consultancy engagements, global programs, change management and initiatives across multiple teams and functions.

• Demonstrated ability to think creatively and develop innovative solutions to complex problems, in particular thought leadership, development, and execution of client centric strategies.

• Proven track record of driving innovation, continuous improvement and implementing new ideas to improve business processes and outcomes.

• Leads by example, demonstrating the Visa Leadership Principles with a strong ability to create followership.

• Clear ability to establish and foster relationships at all levels (staff and senior management) both internally and externally.

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

Basic Qualifications
• Many years of work experience with a Bachelor’s Degree, an Advanced degree (e.g. Masters/MBA/JD/MD), or a PhD.

Preferred Qualifications
•Several years' experience in leadership and managing teams, product, service, or
project management, or equivalent combination of education and experience.
•Bachelor’s degree or equivalent, Graduate degree MBA preferred.
•Demonstrated delivery track record, development and implementation of
strategies to solve complex global cross-functional issues.
•Successful management of a team of technical and or professional services
professionals.
•Demonstrated ability to build and maintain strong business relationships with
internal and external stakeholders at Senior Vice President and executive
management levels.
•Working knowledge of payment systems including authorization & clearing
systems, client connectivity, and settlement services.
•In-depth knowledge of Client business drivers for their operations and
processing businesses.
•Demonstrated success with clients through strategic and consultative
approach leveraging analytical tools and processes.
•Strong oral and written communications
•Demonstrated Influencing and negotiation skills
•Executive presence

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.