Director, Client Success (Digital Partners)

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Job Scope

This roleof this individual will be to manage a team ofaccount managers along with support of clients at an advanced support staff level and is responsible for applying independent judgment in resolving issues and making recommendations.Visa is looking at a strong candidate for this position.

Responsibilities

• Lead complex cross regional or cross functionalcustomer service delivery initiatives and work towards achieving clientand key stakeholder acceptance of deliverables.
• Provide insight and input within cross functional Visaorganizations for new or changing products and services which may impacttheir clients, including Visa rules, integrated billing, and transaction research.
• Consult with client institutions and provide technicalexpertise to structure effective programs.
• Coordinate directly with client to understand cardprogram set up requirements and facilitate new card program installations,conversions and maintenance requests without client impact.
• Report customer project accomplishments anddeliverables to management.
• Serve as an escalation point for complex issuesencountered by team members.
• Act as a mentor and train team members.
• Manage non-routine, complex processing and changerequests, as well as tactical and strategic client initiatives.
• Proactively identify operational opportunities andimplement recommendations to increase service quality, revenue and efficiency.
• Build and enhances positive working relationships withkey Visa client institutions, processors and internal stakeholders.
• Act as liaison for the client, provide problemmanagement, proactive identification of processing efficiencies, servicechange support and system enhancement support.
• Coordinate internal resources to accomplish Visa andclient objectives, and ensure processing system performance standards aremet and that the client perspective is represented within theorganization.
• Provide proactive planning and operational support toensure that both the client and Visa are operating in the most effectiveand cost-efficient manner while managing costs and increasing overalltransaction performance (including authorization, clearing &settlement, back office processing).
• Stay current with industry and client trends andmaintain a strong knowledge of Visa products and services.
• Represent complex customer change requests, system oroperational requirements, negotiate and manage expectations internally andexternally.
• Develop and manage strategic planning, operationalinitiatives, special projects and client-driven continuous improvementplans.
• Identify and analyze processing issues with clientimpacts, consistently communicate situational status and resolution,advise on SLA performance both internally and externally and developimprovement plans to address chronic client problems.
• Support biannual business enhancements and all Visamandates.
• Partner with assigned Account Executives to identifyadditional business opportunities.
• Perform ongoing proactive operational reviews toinclude billing and transaction processing.
• Responsible for own work-flow assignments and must beable to take the initiative to resolve problems and meet deadlines.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications:

• 10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications:

• 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Minimum of 12+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required.
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.).
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrate success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent verbal, written, presentation and interpersonal skills.
• Strong management skills
• Demonstrated ability to articulate complex technical terms or processes into business language.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $124,900 USD to $191,700 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.