Vice President, Client Care and Site Leader, Pasay
Vice President, Client Care and Site Leader, Pasay
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1 Vacancy
Job Description
Team Summary
Client Services provides industryleading operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to Product and the wider Visa organization bringing the voiceofthecustomer into the design development and successful deployment of Visa products and services.
Client Services is accountable for delivering a world class service experience to our clients that begins presales and continues through onboarding implementation of new products and services issue resolution and optimizing for client success. We operate in 50 locations across the globe and act as trusted partners to Visas clients providing expertise to help our clients successfully grow their business.
The Vice President of Client Care and Pasay Site Leader is a senior leadership role responsible for overseeing operational and customer service functions in Pasay Visa with primary responsibility for Client Care. The role also includes driving operational excellence compliance business continuity collaboration and employee engagement across the many functions based in Pasay.
The role will report to the SVP of Client Care.
What a VP Client Care and Site Leader does at Visa:
- Day to day leadership of Client Care service teams to provide worldclass differentiated service with direct accountability for Commercial and Money Movement Service staff and Client Care Risk Services in Pasay.
- Ensure timely and effective resolution of client queries collaborating with other functional groups as needed delivering against client service level agreements and metrics
- Responsible for maintaining best in class employee engagement for over 700 team members driving workplace wellbeing talent development and a culture of inclusion and diversity
- Site leader for the Manila site of 1000 employees including lead for Business Continuity and community liaison with key external stakeholders
- Develops and mentors the Pasay leadership team comprising of crossfunctional leaders
- Leads operational excellence and ongoing process optimization initiatives
- Responsibility for annual operating plan and delivery of revenue growth goals
Why this is important to Visa
Services performed by Client Care include debit and credit card support emergency assistance prepaid services risk management issue resolution and merchant support. The role is also accountable for ensuring high standards of training quality monitoring workforce management and overall operational support so that service levels are met and performance is compliant with local laws and Visa policies.
Qualifications :
What you will need:
- 15 years of experience in a product service or project management environment
- 10 years of leadership experience in Customer Services and or Contact Center operations with teams of 500 employees
- Indepth functional and industry experience and expertise of customer care industry best practices metrics processes products and infrastructure
- Commitment to exceptional customer care and client support and the ability to develop and deliver metrics to achieve this
- A proven track record of using technology such as AI and automation and process reengineering to enhance productivity and customer satisfaction
- Experience in financial services fintechs telecom retail and ecommerce will be an advantage.
- Natural collaborator with excellent communication skills including world class presentation skills and the ability to demonstrate effective communication at all levels of the organization
- Disciplined and comfortable with ambiguity possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to Visa.
- Relationship building and management both internally and externally
- Ability to lead business development product development sales and support efforts
- Ability to work on highly complex issues with broad technical or strategic implications for Visa
- Team management in an everchanging environment including ability to manage remote teams
- Must be a selfstarter and highly motivated business oriented independent thinker
- Bachelors Degree required Graduate School/ MBA preferred
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
