Client Care Sr. Director
Client Care Sr. Director
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Job Description
Global Client Care works with issuers acquirers processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes daytoday operations and product support back office support and customer performance reporting.
This critical operational Senior Director role is in our Managed Services team providing services onbehalf of our clients to their cardholders. The role holder is responsible for development of departmental strategy delivery of a transformation to provide operational excellence adherence to contractual obligations P&L ownership and contribution to delivery of our 2030 strategy which will focus on automation AI and selfservice. Focus on cutting edge payment solutions including ecommerce virtual wallet and mobile products.
- Provide leadership strategic direction and management for GCAS Digital and possibly in the future Specialty Services teams.
- Be responsible for managing a team across different geographies who work in multiple languages.
- You must be customer centric and build a performancebased culture focused on outcomes and key results delivering World Class customer service.
- Lead and implement strategies technologies programs and tools focused on delivering results in best in class experiences and services to increase operating efficiencies driving incremental revenue and increasing client satisfaction
- Provide leadership creativity and strategic guidance to ensure all necessary tools processes procedures documentation and staffing are in place to support successful scalable solutions and deployments for global clients
- Be accountable for delivering superior Client satisfaction and Customer Experience.
- Represent the voice of the client across Visa on all matters related to GCAS and Digital products and services.
- Establish and foster positive relationships with key clients and internal stakeholders to ensure minimal escalations and healthy business growth
- Support Sales in business development efforts as required providing business analysis technical product expertise to drive revenue generation.
- Play an active role on the Visa Client Care leadership team.
- Act as an advocate for optimal product usage performance and providing consultative insights to ensure clients implement world class payment experiences
- Proactively notify clients regarding any widespread or business critical problems and service issues and own timely resolution of critical production issues end to end from escalation to resolution and respective client communication
- Design and build service operations to meet Visas consumer facing needs
- Ensure timely and effective resolution of client issues consistent with client support metrics collaborating with other functional groups as needed
- Develop and implement industryleading services (including selfservicing) model strategy with direct impact to the P&L
- Incumbent will be managing P&L for a line or multiple lines of businesses
- Incumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately 80 team members
- Position based in Miami Florida with possible domestic and some international travel required
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Basic Qualifications
Bachelors Degree or equivalent qualification. MBA strongly preferred
15 years of experience in the Customer Service business with a Bachelors
degree or equivalent work experience including at least 5 years of experience
leading large global teams in Financial Services arena.
Preferred Qualifications
Proven leadership capabilities including strong thought leadership effective
decision making strategy development and ability to drive results backed up
with a track record for successfully developing growing and commercializing
new businesses
Strategic thinker with the ability to frameup the results into a cohesive strategy
and articulate recommendations and insights.
Deep experience with client service delivery and client support with the ability
to manage client expectations and occasional escalations
Ability to build strong networks and relationships across organizational
boundaries
An ability to instill and reinforce a strong customer service and business
oriented ethic in a team.
Comfortable operating in a complex distributed organization with the ability
influence those without direct management responsibility in a matrixed
organization
Selfaware with ability to adapt to various situation.
Strong background in PMP Agile or Six Sigma
Demonstrated track record of developing business strategies based on
business objectives and executing programs that deliver measurable business
results. Experience in organization transformation and change management.
Experience in technology development selfservice implementation tools of
call center technologies and digital channels such as whatsapp and chat.
Strong analytical strategic thinking negotiation influencing conflict resolution
inspirational and inclusive leadership skills.
Advance written and oral communication skills.
Selfdriven and highly motivated.
Experience in driving market conversions and/or adoption of new categories
and sales and/or trade marketing experience a plus.
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
Employment Type
Full-time
