Senior Director, Head Of Vbs Client Service

Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters.
We believe that economies that include everyone everywhere, uplift everyone everywhere.
Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.
**Join Visa: A Network Working for Everyone.
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Job Description**
Team Summary**
Client Services provides industry-leading operational support to Visa's 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 Visa's clients, providing expertise to support and successfully grow their business.
**What the Senior Director VBS Client Service Delivery does at Visa**:
The Senior Director is a client-facing senior leader that is responsible for a talented professional services organization that includes including Implementation Managers, Account Managers, Client Enablement Specialists and Technical Support staff.
The team is chartered with working with clients to deploy Visa Business Solutions (VBS) Commercial and B2B products in the region, and support clients with end-to-end operations.
This role requires knowledge of industry best practices, client-facing technical consulting experience, and calls for deep collaboration and partnership with cross-functional senior leadership across Client Services, Sales, Product, and Technology.
This position operates at senior level internally and externally with clients, and demonstrates breadth of knowledge of Visa's Commercial and B2B capabilities.
It requires a client-focused mindset, the ability to achieve results through directly managed and matrixed staff, engagement with executives, and the ability to drive change in a highly matrixed cross-functional organization.
Visa Business Solutions is a growing area of the company focused on delivering new payment flows to the market and as such, this role requires the ability to continuously solve for undefined and unique problems.
Key Responsibilities:
- Provide leadership, strategic direction, and management for a direct and matrixed team by establishing a client-focused, performance-based culture
Lead VBS Client Service Delivery resources to ensure that all Product, Sales and Client initiatives are successfully executed and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction
- Lead and execute a multiyear strategy to position the team to enable market growth, develop and deliver new capabilities and evolve the go to market approach with increased in-market focus.
Assess in-market and hub staffing strategies, and make recommendations for the client support model
- Help lead the development and deployment of the support model for Visa Business Solutions' Transaction Management solutions to include building out the appropriate partnerships and processes across Visa
- Help evolve the VBS Client Service Delivery organization to one that is proactive and consultative with clients on products, industry best practices and opportunities for continuous improvement.
Drive similar behaviors in interactions with internal stakeholder organizations: Sales, Product, Technology, Risk and Legal
- Align efforts of the VBS Client Service Delivery organization with other key Visa Business Solutions stakeholders and leaders
- Establish and foster relationships with clients and internal stakeholders at all levels of management.
This position is expected to establish influence and rapport with senior leaders at the company and at clients.
- Work to maintain and grow client relationships while ensuring excellent ongoing client service
- Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy.
Ensure team advocates for client needs with internal stakeholder organizations
- Provide functional and technical leadership for all operational activities for clients, orchestrating cross-functional delivery of systems and services to clients; deploy client support strategies that enable VBS and client goals while delivering effective, efficient and consultative support and program management
- Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
- Prime accountability for client s