Company DescriptionVisa 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.Job DescriptionGlobal Client Care 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.This critical operational Senior Director role is in our Managed Services team providing services on-behalf of our clients to their cardholders. The role holder is responsible for development of departmental strategy, delivery of a transformation to provide operational excellence, adherence to contractual obligations, P&L ownership and contribution to delivery of our 2030 strategy which will focus on automation, AI and self-service. Focus on cutting edge payment solutions including ecommerce, virtual wallet, and mobile products.Provide leadership strategic direction and management for GCAS, Digital and possibly in the future, Specialty Services teams.Be responsible for managing a team across different geographies who work in multiple languages.You must be customer centric and build a performance-based culture focused on outcomes and key results, delivering World Class customer service.Lead and implement strategies technologies, programs and tools focused on delivering results in best in class experiences and services to increase operating efficiencies driving incremental revenue and increasing client satisfactionProvide leadership creativity and strategic guidance to ensure all necessary tools processes procedures documentation and staffing are in place to support successful scalable solutions and deployments for global clientsBe accountable for delivering superior Client satisfaction and Customer Experience.Represent the voice of the client across Visa on all matters related to GCAS and Digital products and services.Establish and foster positive relationships with key clients and internal stakeholders to ensure minimal escalations and healthy business growthSupport Sales in business development efforts as required providing business analysis, technical product expertise to drive revenue generation.Play an active role on the Visa Client Care leadership team.Act as an advocate for optimal product usage, performance and providing consultative insights to ensure clients implement world class payment experiencesProactively notify clients regarding any widespread or business critical problems and service issues and own timely resolution of critical production issues end to end from escalation to resolution and respective client communicationDesign and build service operations to meet Visa’s consumer facing needsEnsure timely and effective resolution of client issues consistent with client support metrics, collaborating with other functional groups as neededDevelop and implement industry-leading services (including self-servicing) model strategy with direct impact to the P&LIncumbent will be managing P&L for a line or multiple lines of businessesIncumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately 80+ team membersPosition based in Miami, Florida with possible domestic and some international travel requiredThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.QualificationsBasic Qualifications•Bachelors Degree or equivalent qualification. MBA strongly preferred•15 + years of experience in the Customer Service business with a Bachelorsdegree or equivalent work experience, including at least 5 years of experienceleading large global teams in Financial Services arena.Preferred Qualifications•Proven leadership capabilities including strong thought leadership effectivedecision making, strategy development and ability to drive results backed upwith a track record for successfully developing growing and commercializingnew businesses•Strategic thinker with the ability to frameup the results into a cohesive strategyand articulate recommendations and insights.•Deep experience with client service delivery and client support with the abilityto manage client expectations and occasional escalations•Ability to build strong networks and relationships across organizationalboundaries•An ability to instill and reinforce a strong customer service and business-oriented ethic in a team.•Comfortable operating in a complex distributed organization with the abilityinfluence those without direct management responsibility in a matrixedorganization•Self-aware with ability to adapt to various situation.•Strong background in PMP, Agile, or Six Sigma•Demonstrated track record of developing business strategies based onbusiness objectives and executing programs that deliver measurable businessresults. Experience in organization transformation and change management.•Experience in technology development, self-service implementation tools ofcall center technologies, and digital channels such as whatsapp and chat.•Strong analytical, strategic thinking, negotiation, influencing, conflict resolution,inspirational and inclusive leadership skills.•Advance written and oral communication skills.•Self-driven and highly motivated.•Experience in driving market conversions and/or adoption of new categoriesand sales and/or trade marketing experience a plus.Additional InformationVisa 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. #J-18808-Ljbffr