VP, Head of Onboarding & Implementation, Client Services, Asia Pacific

Team Summary

Client Services provides industry-leading client success and operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to Product bringing the voice-of-the-customer into the design development and successful deployment of Visa products and services.

What a Head of Onboarding & Implementation Client Services Asia Pacific does at Visa:

• Lead complex multi-layer cross-cultural implementation teams to support multiple projects while exceeding customer expectations as measured by NPS.
• Directing and leading the team to successfully complete over 1000 projects annually withing the expected duration (blueprint).
• Lead a multi-country technical team with 100 people including 5 Sr Directors responsible for Licensing Implementation Configuration Testing and Contract Management.
• Work closely with cross-functional teams and other ancillary (Client Services Product Technology 3rd party providers Sales) teams to understand dependencies/requirements and ensure alignment for best-in-class service.
• Achieve onboarding & implementation revenue targets while adhering to the expense budget.
• Activate and lead a strong reporting and analytics culture across the team to support growth capacity planning and metrics (project timelines time to revenue productivity throughput etc.).
• Serve as a mentor/coach to support professional development within the team.
• Serve as an escalation point for complex issues encountered by team members.
• Actively participate in non-standard complex projects/initiatives supporting AP and client strategic/tactical priorities.
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
• Build and enhance positive working relationships with internal and external stakeholders.
• Coordinate and influence internal and external resources to ensure delivery on commitments.

Why this is important to Visa
The VP Head of Onboarding & Implementation Client Services Asia Pacific is a pivotal role for Visa because it ensures the seamless integration and successful deployment of Visas products and services across a diverse and complex region. This leader is responsible for driving onboarding and implementation revenue managing a large multi-country technical team and delivering over 1000 projects annually while exceeding client expectations. By acting as a key internal partner to Product and other cross-functional teams this role brings the voice of the customer into every stage of the client journey from pre-sale through onboarding implementation and ongoing optimization. Ultimately this role is essential for delivering Visas world-class service experience supporting client growth and maintaining Visas reputation as a trusted partner in the payments industry across the Asia Pacific region.

Qualifications :

What you will need:

• 15 years of business experience including 10 years of leadership experience in highly successful businesses that have a strong track record of client service strategic development and execution.
• Experience managing operations of a function or business unit.
• Extensive experience in either banking/financial services sector or Technology / Fintech sector experience. Strong knowledge of payment industry products services and technologies eCommerce mobile technology and Cross-Border business is a plus.
• PMP certification (or equivalent) and proven success of building out PM structure via methodology.
• A proven track record of delivering high impact results working on projects in the areas of corporate strategy growth initiatives and new market/segment/business strategies.
• Global or multi-national business experience is preferred.
• Ability to structure and manage complex cross-enterprise projects and processes with multiple stakeholders.
• An inclusive leader with experience building empowering and developing high performing diverse teams.
• Committed to building a community through Visas Leadership Principles.
• Excellent verbal written presentation and interpersonal skills.
• Proven abilities in negotiating and influencing stakeholders with competing agendas while serving as a positive influence across an organization.
• Experience managing large and senior teams in multiple locations.
• Superior problem solving skills with demonstrated intellectual and analytical rigor. Strong interpersonal and leadership skills to influence and build credibility as a peer with functional and regional leaders within Visa. Team oriented collaborative diplomatic and flexible.
• Proactive and effective communicator. Experienced at presenting information to all levels with ability to facilitate group discussions and debate and proven ability to influence and communicate effectively across geographic and functional lines.

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