**Senior Director, Head of VBS Client Service Delivery LAC**

Client Services & Support

Full-time

Date: Job Number: REF40149L **Company Description**

**About Visa:**

As the worlds leader in digital payments technology, Visas mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The companys dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

**Youre** an Individual. **Were** the team for you. **Together**, lets transform the way the world pays.

**Job Description and Responsibilities**

**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.

**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 Visas 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.

The ideal candidate will be self-directed, analytical and a strategic thinker with experience in client management, project management, technical support, new service delivery and have experience in the payments industry. Candidate must have strong written and verbal communication skills be able to build networks and foster relationships across Visa cross-functional leadership and clients.

This position is responsible for building a cohesive, high performing team by providing leadership, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures. The Sr. Director will lead the transformation of the regional VBS Client Services team 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.

Key Responsibilities:

* Provide leadership, strategic direction, and management for a direct and matrixed team by establishing a client-focused, performance-based culture

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

* 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 satisfaction of VBS operations in the LAC region

* Act as the internal and external escalation point for critical operational decisions affecting Visa Business Solutions and clients

* Provide thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client service. Define and implement the future operational tools and automation strategies for VBS and clients

* Demonstrate continuous improvement of performance, operations, processes, cost effectiveness & compliance in delivery of services to clients

**Why this is important to Visa:**

The Senior Director is responsible for providing leadership, oversight, and direction for the VBS Client Service Delivery team. The role requires a keen insight into Visa Business Solutions product offerings, best practices, and calls for deep collaboration and partnership with leadership across Client Services, Sales, Product, Technology and other internal stakeholders.

This role is vital in helping Visa to understand and deliver against the goals of our key clients, allowing us to provide the right service enablement and partnership that recognizes client s