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Senior Director, Global Business Operations - Client Support Services
Visa Inc.
Foster City, CA, United States
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Company Description
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
Job Description
Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products & services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, Cybersource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
The Business Operations team within CSS is chartered with ensuring the organization is running efficiently and effectively. We lead the organization through business planning, strategy, technology investments (roadmap and delivery of solutions), and continuously identify opportunities of improvement in how CSS operates.
Responsibilities
• The role will involve quickly understanding complex topics, problem solving and leading through execution plans.
• Manage, govern and continuously improve the effectiveness and efficiency of CSS structure and operations
• Define methodology of managing CSS operations through KPIs, Scorecards, and other performance metrics.
• Drive business performance by measuring and raising productivity and performance standards.
• Develop a structured approach for identifying improvement opportunities and fact-based recommendations of solutions.
• Partner effectively with CSS leadership, Finance, HR and Technology on business planning (annual budget, workforce planning) and strategic planning that are supportive of market development plans, and Product objectives.
• Drive change management activities related to process and structure implementations.
• Surface industry best practices related to organizational structure, business processes, and technology.
• Support the management of leadership meetings (agenda topics, cadence, exercises).
• Build a framework for assessing and measuring the effectiveness of processes, and prioritizing changes.
• Facilitates, guides and promotes collaboration and teamwork
• Take lead in managing and maximizing return on all resources applied across CSS
Qualifications
• Bachelor’s degree in a business discipline. MBA highly desired.
• 10+ years of relevant work experience, with at least 5 years of experience in management consulting, corporate strategy or business operations
• Experience in developing complex models with a demonstrated ability to present the relevant information to senior management
• Ability to take on increasing levels of responsibility and independence
• Excellent leadership, problem-solving and project management skills.
• Must have proven experience in influencing business leaders toward change and improvement
• Experience managing a strategic planning cycle for a large organization with cross-functional engagement.
• Exceptional problem solving skills, with demonstrated ability to identify and resolve issues and risks, including root cause analysis.
• Highly organized and able to multi-task and manage competing priorities
• Exceptional financial acumen
• Strong written and verbal communication skills
• Team oriented, collaborative and able to influence in a broad range of environments and communities.
• Experience in financial services and card payments is a plus.
Additional Information
All your information will be kept confidential according to EEO guidelines.