Director Project Management

Team Summary

Client Services provides industry-leading operational support to Visas clients around the world. With our deep knowledge and expertise we bring the voice of the customer into the design development and successful deployment of Visa products and services. We are trusted partners to Visas clients providing expertise to support and successfully grow their business.

Job Description

Director leads a talented team of professional services organization including Consultant and Analysts level Project Managers responsible for endpoint refresh and infrastructure mandates implementation services provided to Clients (Banks). The role oversees specialists who coordinate Visa technical resources and work with Global network provisioning teams to implement necessary changes to Visa endpoints and network connections for Clients.

Key Responsibilities

• Lead and motivate an organizational team of professionals and managers that provide an Infrastructure refresh and mandates project management support to Visa client institutions and processors in assigned region to ensure customer expectations are met and exceeded.

• Provide technical leadership for all client project implementation activities of infrastructure refresh and mandates requests with zero or minimal client impact.

• Provide functional responsibility for leading CEMEA Infrastructure Implementation Services team to increase knowledge sharing and learnings to enable consistent interaction with clients.

• Be a thought leader within the organization for how best to implement new Visa connectivity products/services within Visas proprietary systems relied upon by the Product and Technology organizations.

• Achieve operational objectives through recommendations to strategic plans and reviews including tracking progress of refresh initiatives preparing and completing action plans implementing productivity quality and customer-service standards identifying trends and resolving problems. 

• Act as an escalation point for the team and serve as a liaison between senior management and the team.

• Establish department strategy in line with broader corporate and customer service objectives and goals.

• Build a strong and cohesive team by providing leadership to direct reports through coaching setting strategic direction and applying working knowledge of Visa products systems and procedures.

• Manage all staff issues including staffing selection training goal setting coaching annual reviews compensation planning and career development.

• Utilize customer service metrics to identify opportunities for continuous improvement.

• Develop motivate and challenge individuals and teams.

• Provide leadership for complex cross-regional or cross-functional customer service projects and work towards achieving client and key stakeholder acceptance of deliverables.

• Build relationships with regional and global technology teams to identify support or implementation gaps of infrastructure mandates to create strategies to add value and resolve known issues.

• Stay current with industry and client trends and maintain a strong knowledge of Visa network related rules and requirements.

• Overall planning directing and oversight responsibility of multiple projects products and services or functions typically requiring the utilization or management of resources across multiple departments or functional areas.

• Lead by example and hold direct reports accountable for their development by utilizing the Visa Leadership Principles and Rewards and Recognition programs inclusive of Annual Review.

• Provide project management support to Visa clients and processors to ensure client expectations are exceeded.

• Manage non-routine complex processing requests as well as tactical and strategic customer initiatives.

• This position requires off scheduled work including late evenings / weekends in support of client and company configuration changes and associated post-production validation.

Why this is important to Visa

• The Director is responsible for providing project implementation leadership oversight and direction for implementations team. The role requires a keen insight into Visa-client connectivity and product offerings best practices and calls for deep collaboration and partnership with business leadership across Client Services Technology Sales Product and other internal stakeholders.

Projects that you will be a part of

• Leadership of the Client Implementations unit responsible for managing a team of professionals comprising of Senior Project Managers and Project Managers delivering implementation of new Visa endpoint connectivity products and services for Visa Client Strategic Partners and Processors.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications
Minimum of 12 years of success in progressive leadership roles in client facing roles ideally in the Payments industry
Bachelors degree in Computer Science Information Technology or equivalent work experience in a project management or role in software or financial services. Advanced degree (e.g. Masters/MBA/PhD) preferred.
Proven track record of leading and driving a team of technical and/or professional services to achieve and exceed established goals and objectives
Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment and to lead cross functional teams through high impact complex business issues that do not have precedent
Experience shaping and delivering professional services delivery strategy
Ability to influence and negotiate in order to drive results using analytics to measure performance against key initiatives
Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
Functional experience in bankcard technology and project management supporting highly complex clients and/or services
Solid working knowledge of Visas payment systems including authorization & clearing systems client connectivity and settlement services
In-depth knowledge of payments network and processing services
In-depth knowledge of Client business drivers for their operations and processing businesses
Proven record of accomplishment in leading and driving teams to achieve and exceed established goals and objectives
Experience shaping and delivering professional services delivery strategy
Candidate is required to interact with internal stakeholders in US / India / Singapore hence the ability to speak/write English fluently is a must
Candidate is required to interact with client stakeholders in Russia and South Africa hence the ability to speak/write Russian and French fluently is an added advantage
Project management of retail banking card schemes or new technologies that are applicable to the payment industry

Preferred Qualifications
Excellent time management organization and planning skills a must
Strong leadership skills influencing and negotiating skills highly effective communicator
Demonstrated Influencing and negotiation skills managing client expectations and multi-task under tight deadlines

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 :

Full-time