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.

Job Description

In Visa Client Services, we use our deep expertise and thought leadership to proactively improve our clients’ success. We deliver world-class client experience through a simple, fast and always available service experience, ever time. We are inspired to delight our clients every day.

We are seeking an experienced leader to provide strategic functional and technical leadership focused on delivering an integrated end to end Service Experience for Visa Direct. Clients include issuing and acquiring financial institutions, originators, third party processors and strategic partners. NA is the single largest region for Visa Direct and includes many of the largest global strategic clients. This role is a direct report to the Visa President, Head of New Payment Flows Client Services. The role requires close collaboration and partnership with other VPs and Sr. Directors in Product, Technology, Client Services, and other key stakeholder teams.

New Payment flows and money movement are a key strategic pillar of the Visa business with bold aspirations of achieving over 20% annual Net Revenue growth over the next five years and accounting for 15% of total company revenue.

Key Responsibilities:

• Lead the design, development, and execution of the Visa Direct Service Model and Operating Model for NA, proactively identify and execute opportunities to improve these models and objectively measure the effects of these efforts over time

• Develop a cohesive, high performing client services team oriented towards delightful client experiences by providing leadership, setting strategic direction and applying working knowledge of Visa, Visa Direct and money movement more broadly

• Lead Client Services contributions in the product development life cycle, identifying key client requirements to maximize the adoption of the Visa Direct product and ensure efficient, scalable servicing within region

• Define implementation processes, tools and support requirements for the roll-out of new Visa Direct use cases

• Develop annual goals and priorities for the Visa Direct CS Service Experience teams through collaboration with the New Payment Flows CS and key senior stakeholders across Product, Technology, and Client Services

• Enable Client Services teams to scale knowledge and client success by owning the end-to-end view of the Visa Direct change roadmap as well as contributing to initiatives such as our global training program and communications strategy

• Identify, structure, and manage complex issues that arise. Partner with senior stakeholders in Product, Global Product, Client Services, and Technology to ensure any obstacles impacting the successful deployment and support of Visa Direct are addressed as a priority

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• At least 8 years of experience leading product management, client services, and/or management consulting, in the Payments industry a strong plus
• Ability to translate broad strategies into specific objectives and action plans, aligning efforts of the Client Services organization with other key Visa stakeholders
• Demonstrated ability to lead, develop, and inspire a team of client services professionals. Must have experience building high performance teams through performance management, career development, and organizational management.
• Executive presence with excellent written and oral communication skills and can clearly communicate and articulate complex topics with clients and stakeholders
• Track record of building and maintaining strong business relationships with internal and external stakeholders at senior levels.
• Self-starter with a bias toward action and ability to move projects forward without direct management responsibility, with a sense of urgency, while elevating issues at critical junctures as appropriate
• Proven track record of “rolling up your sleeves” while handling numerous projects concurrently
• Ensures personal efforts are integrated and aligned with functional objectives
• Passionate to delight and deliver excellent solutions for our clients, and fired up about the opportunity to be a part of a team transforming payments and working for an industry leader
• Working knowledge of payments network, processing services, web-based technologies, such as message routing, APIs, clearing and settlement is a strong plus
• Experience with Remittances, International Payments, FX, and Money Movement in general a strong plus

Additional Qualifications

• Ability to combine analytical reasoning, creativity and judgment. Quick study, able to handle complex matters, with multiple initiatives going on simultaneously. Able to deal effectively with strategic issues, as well as tactical operational details.
• Highly Ethical. Can be trusted to do the right thing for employees, shareholders, and others. Follows a balanced approach without compromising integrity.
• Values and Leadership. Demonstrates alignment to Visa’s Values and has the capability to lead and motivate a team. Demonstrates commitment to growing and developing internal talent.
• Results Oriented. Energetic, resourceful, with strong service orientation and positive can-do attitude. Fully committed to the job and to deliver outstanding work. Never satisfied with status-quo, continually striving for excellence. Enjoys working hands-on.
• Change Agent. Comfortable designing for the future, while managing day-to-day matters. Able to anticipate risks and propose practical plans to mitigate them.
• Low Ego. Puts needs of the business ahead of themselves. Operates in a transparent fashion without a personal agenda. Possesses a well-developed sense of humor and listens first.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 148,400 to 204,000 USD, 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.

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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.