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Senior Director
Visa Inc.
Highlands Ranch, CO, 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.
Functional Summary
Client Services provides industry-leading service to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to the Sales, Product and Technology organizations, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products & services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients. Across time zones and borders, we provide clients with a comprehensive set of services to help their business perform. We are trusted partners to Visa’s clients, providing expertise and consultative services to onboard, manage and successfully grow their business.
Job Description
The Sr. Director, Visa Business Solutions Account Management is a client-facing senior leader responsible for a team of Account Managers supporting Visa’s Commercial and B2B clients in the US, Canada and Latin America. This involves working with financial institutions, commercial businesses, and state-owned entities that deploy Visa’s commercial products (Intellilink Spend Management, B2B Connect, VPA, Central Travel Account, etc). The Sr. director role serves as the primary escalation point and client liaison with the responsibility for client support, operations, communications, and account management for Visa Business Solutions (VBS) clients.
This role requires knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology. Operates at senior level internally and externally, and demonstrates breadth of knowledge of Visa’s Commercial capabilities. Requires client-focused mindset, the ability to achieve results through directly managed and matrixed staff, and the ability to drive change in a highly matrixed cross-functional organization.
• Is part of Visa Business Solutions Client Service Delivery team; a professional services organization
• Provide leadership to direct reports and cross-functional staff to ensure effective resolution of issues
• Build a strong and cohesive team through coaching, setting strategic direction and applying working knowledge of Visa and VBS products, systems and procedures
• Pivot the account management role from a pure support function to one that is proactive and consultative with clients on products, industry, best practices and opportunities for improvement. Drive similar change in interactions with internal stakeholder organizations: Sales, Product, Technology, Risk and Legal
• Work to maintain and grow client relationships while ensuring excellent ongoing client service
• Identify new business opportunities at the client, works closely with the sales team, and promotes the value of new products/services to client portfolios
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy
• Establish and foster relationships with client and internal stakeholders at all levels of staff, senior and executive management
• Provide functional and technical leadership for all operational activities for clients, orchestrating cross-functional delivery of systems and services to clients; deploy client support strategies that enable Visa Business Solutions and client goals while delivering effective, efficient and consultative support and project management
• Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
• Provide thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client service
• Defines and implement the future tools and automation strategy for VBS Client Service Delivery and Client Engagement
Responsibilities
• Provide leadership, strategic direction and management for a team by establishing a client-focused, performance-based culture
• Lead Account Management resources to ensure that all Product, Sales and Client initiatives are successfully executed and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction
• Ensure team advocates for client needs with internal stakeholder organizations including Client Services, Sales, Product, Technology and Legal driving the Voice of the Customer in to all product and process development and enhancement efforts.
• Establish and foster relationships with Client and internal stakeholders at all levels of management.
• Collaborate with Platform & Product teams in defining/prioritizing enhancements, as well as trouble-shooting client issues for these products
• Drive incremental revenue with existing clients through the identification of additional Visa products and services that can be applied to meet client needs
• Demonstrate continuous improvement of performance, operations, processes, cost effectiveness & compliance in delivery of services to Visa’s Business Solutions clients
• Responsible for resource and budget forecasting to accomplish deliverables.
• Prime accountability for client satisfaction of Business Solutions customers
• Internal and external escalation point for critical operational decisions affecting Business Solutions product/services and clients. As part of Visa’s Incident Management Process, directs event management outreach efforts with clients when severe incidents occur that impact authorization, network connectivity, settlement or other key areas of service delivery
• Develop and executes client services deliverables in account plans/strategies
• Align efforts of the Client Service Delivery organization with other key Visa Business Solutions stakeholders
Qualifications
Qualifications
• A minimum of 10 years of success in progressively responsible roles, including leadership of client-facing teams
• Bachelor's or Master's degree in business or technology-related discipline preferred
• Functional experience in B2B and Commercial payment products preferred
• Knowledge of payments operations supporting highly complex clients and/or services as well as transaction processing
• Experience managing a team of account management, technical and/or professional services professionals
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
• Strong oral and written communications as well as influencing and negotiation skills
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives
• Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients
• Experience in driving a performance-based organization, team efficiencies, and balancing workload productivity across multiple sites
• Exceptional organizational skills - ability to manage multiple, competing priorities and projects
Additional Information
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.
All your information will be kept confidential according to EEO guidelines.