Head of Client Services, NALP and CS Shared Services at Visa

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Team Summary

Client Services provides industry-leading client success and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

What a Head of Client Services, NALP, CS Shared Services does at Visa:

The role is accountable for the Client service experience for all North Africa, Levant and Pakistan (NALP) clients and is a member of the NALP Business Leadership Team and the CEMEA Client Services Leadership team. The role dual reports to the NALP Group Country Manager and the CEMEA CS SVP.

This leader is responsible for a team of 10+ people in the NALP team and is responsible for service delivery of new products, onboarding new clients, implementations, operational support, issue resolution and client success. In addition to setting the Services strategy for the NALP region, this leader ensures the team partners with key internal stakeholders in other sub-regions, sales, product, technology, finance, risk and legal to deliver outcomes for all clients.

This leader is also responsible for CS Shared Services team of another 10+ people providing industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. In addition, to support client implementation of Visa products & services globally, CS Shared Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, Cybersource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Why this is important to Visa

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This leader is the Visa authority for our clients’ operational business within Visa and with our clients. The role is responsible for building effective partnerships with Country Managers to support the country growth strategies. They must build and develop a cohesive high performing team, set strategic direction and apply working knowledge of Visa and Visa products, systems and procedures to improve the client experience.

This role will provide leadership to a team of Senior Directors, Directors, Managers and Individual Contributors through coaching, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures. They are accountable for demonstrating the Visa leadership principles while providing guidance to direct reports, cross-functional staff and senior management to ensure effective resolution of processing and business issues with potential of significant financial implications, as well as strategic shifts in support methodologies to align with regional business direction.

Qualifications

What you will need:

• A minimum of 15+ years of progressively responsible experience in managing staff, product, service, or project management, or equivalent combination of education and experience.
• Bachelor’s degree or equivalent; Graduate degree/MBA preferred. Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment.
• Functional experience in bankcard operations, supporting highly complex clients and/or services.
• Demonstrated ability to strategically lead cross-functional teams through high impact complex business issues that do not have precedent
• Successful management of a team of technical and/or professional services professionals
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels.
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services.
• In-depth knowledge of payments network and processing services. In-depth knowledge of Client business drivers for their operations and processing businesses.
• Demonstrated experience with technical and/or sales account management.
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes.
• Business to Business Account Management/Support
• Demonstrated Influencing and negotiation skills
• Proven record of accomplishment in leading and driving teams to achieve and exceed established goals and objectives.
• Proactive and effective communicator. Experienced at presenting information to all levels, with ability to facilitate group discussions and debate and proven ability to influence and communicate effectively across geographic and functional lines.
• Experience shaping and delivering professional services delivery strategy

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.