Senior Director Connect Client Service Delivery

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Job Description


As the world s leader in digital payments technology, Visa s mission i
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 company s dedication to innovation drive
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.

You re an Individual. We rethe team for you. Together, let s tran
the way the world pays.


Client Services provides industry-leading service to Visa s clients around
the world. With our deep knowledge and expertise, we are a key internal partner
to the Sales, Product and Technology organizations, bringing the voice-of-the-
customer into the design, development and successful deployment of Visa
products and services. In addition to supporting client implementation of Visa
products & services globally, Client Services is also responsible for a host of
critical services that support the broader Visa organization and clients.
Across time zones and borders, we provide clients with a comprehensive set of
services to help their business perform. We are trusted partners to Visa s
clients, providing expertise and consultative services to onboard, manage and
successfully grow their business.


The Sr. Director, B2B Connect – Client Service Delivery is a client-facing,
senior leader responsible for a team of Technical Account Managers and
Implementation managers supporting Visa s high-value, cross-border payments
solution, B2B Connect. This is a global role with responsibility for end-to-end
client delivery and operations. The Sr. director role serves as the primary
escalation point and client liaison with the responsibility for client support,
operations, implementation, communications, and technical account management
for B2B Connect clients.

This role requires knowledge of bank international payment operations,
international wire payments and interbank correspondent bank operations. The
role calls for deep collaboration and partnership with cross-functional
leadership across Client Services, Sales, Product, and Technology. The
candidate should understand industry best practices and have client-facing
technical consulting experience, and demonstrate breadth of knowledge in
transaction banking and treasury management solutions. Requires client-focused
mindset, the ability to achieve results through directly managed and matrixed
staff, the ability to drive change in a highly matrixed organization. (This is
not a Sales role, but rather and operations and delivery role).
* Is part of Visa Business Solutions Client Service Delivery team; a
professional services organization
* Provide leadership, strategic direction and management for a direct and
matrixed team by establishing a client-focused, performance-based culture
* Lead 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
* Align efforts of the Client Service Delivery organization with other key
B2B Connect stakeholders
* Establish and foster relationships with Client and internal stakeholders
at all levels of management.
* Help evolve the client service delivery organization to one that is
proactive and consultative with clients on products, industry, best
practices and opportunities for improvement. Drive similar behaviors in
interactions with internal stakeholder organizations: Sales, Product,
Technology, Risk and Legal
* 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 B2B Connect and client goals while delivering effective, efficient
and consultative support and project management
* Proactively identify and solve complex problems that impact the
management, relationship, and direction of the business
* Prime accountability for client satisfaction of B2B Connect clients
* Internal and external escalation point for critical operational decisions
affecting B2B Connect 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 B2B
Connect and clients
* Demonstrate continuous improvement of performance, operations, processes,
cost effectiveness & compliance in delivery of services to clients

* 12 years of work experience with a Bachelor s Degree; 10 years of wor
experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum
of 5 years of work experience with a PhD

* 15-18 years of experience with a Bachelor s Degree or 12 years of
experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)
* A minimum of 5 years of experience in direct staff management and
successfully leading client-facing or technology-focused teams
* Extensive experience in bank international payment operations with in-
depth knowledge of international wire payment operations and interbank
correspondent bank operations
* Understanding of transaction banking, large Wire payments, SWIFT, and
Cash / Treasury Management solutions and operations
* Leadership experience leading international payment operations teams
* Functional experience in in back office operations, settlement and
reconciliation processes
* Experience managing a team of account management, 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
* Strong oral and written communications as well as influencing and
negotiation skills
* Proven track record of leading and driving teams to achieve and exceed
established goals and objectives
* Strong analytical skills with the ability to scrutinize and communicate
metrics, key performance indicators, and service levels to internal
stakeholders and clients
* Experience in driving a performance-based organization, team
efficiencies, and balancing workload productivity across multiple sites
* Exceptional organizational skills – ability to manage multiple, competing
priorities and projects
Additional Information


Incumbent must make themselves available during core business hours.


This position requires the incumbent to travel for work 20% of the time.


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, and reach with hands and arms.


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.

This position does not include sponsorship.

Visa will consider for employment qualified applicants with criminal histories
in a manner consistent with EEOC guidelines and applicable local law.

Job Number: REF27357P
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Job Summary

New York City, New York Location
Permanent Job Type
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