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 leading our Managed Services team providing services onbehalf of our clients to their cardholders and being the Site Leader for all other client care teams operating in the building such as Disputes Client Resolution etc. 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 ownership for GCAS Digital and possibly in the future Specialty Services teams.
Provide Site Leadership ie local management of people matters for teams who report into other parts of the Client Care organization such as disputes CMS Client Resolution etc.
Be responsible for managing a team who work in multiple languages English Spanish and Portuguese.
Develop and maintain a strong leadership team with a pipeline for future succession planning.
You must be customer centric and build a performancebased culture focused on outcomes and key results delivering World Class customer service.
Lead and implement strategic technological changes 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 Senior Leaders and internal stakeholders in the Bogota office.
Work with a revenue generation focused mindset.
Play an active role on the Visa Managed Services 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
Design and build service operations to meet Visas consumerfacing needs
Ensure timely and effective resolution of client issuesconsistent with client support metrics collaborating with otherfunctional groups as needed
Develop and implement industryleading services (including selfservicing) model strategywith direct impact to the P&L
Incumbent will be managing P&L for a location containing multiple lines of business.
Incumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately60100team members
Position based in Bogota Colombia with possible travel required from time to time.
This is a hybrid position. Hybrid employees are expected to work from the office on Tuesdays Wednesdays and Thursdays each week as a minimum.
Qualifications :
Bachelors Degree or equivalent qualification. MBA strongly preferred
Strong background in PMP Agile or Six Sigma required.
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.
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.
Ability to build and develop a team from start up to efficient operations.
An ability to instill and reinforce a strong customer service and businessoriented 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.
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.
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
