Sr Director, Head of Client Services

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**:
**Team Summary**

The Client Services team provides industry-leading operational support to Visa’s 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 Visa’s clients, providing expertise to support and successfully grow their business.

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure and new client onboarding.

**What a Head of CS Onboarding & Advisory Services does at Visa**:
CS Onboarding & Advisory Services is a team of specialized project and program managers providing high touch support for strategic projects and non-routine client requested initiatives which would benefit from Visa technical expertise.

In this role, you are expected to:

- Provide technical leadership to a team responsible for project implementation & consultancy activities for a complex and diverse client base, driving cross-functional delivery of systems and services to customers
- Engage with CS Client Success market leads, Account Executives and Visa Consulting & Analytics to proactively source client opportunities requiring technical program management and consultative support beyond Client Services’ current service model
- Establish and maintain Client Advisory processes and procedures to enable and communicate clear sales approach, service offerings and pricing for technical program management services
- Provide functional responsibility for leading an Implementations & Advisory team and to increase knowledge sharing and learnings to enable consistent interaction with clients
- Provide leadership and strategic guidance during the various phases project & program management and commercialization process to ensure all necessary tools, processes, procedures and staff are in place to support a successful execution.
- Ensure the team represents client needs to internal stakeholder organizations including Client Services, Sales, Product, Systems, Risk and Legal through accurate business requirements and ongoing advocacy.
- Establish and foster relationships with Client and internal stakeholders at all levels of staff and senior management.
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
- Lead by example and hold direct reports accountable for their development by utilizing the Visa Leadership Principles and Rewards and Recognition programs inclusive of Annual Review.

**Why this is important to Visa**:
This role is vital in helping Visa to understand and deliver against the project goals of our clients, allowing us to provide the right service enablement and partnership that recognises client specific requirements and ultimately enables and supports client business. This role provides an excellent opportunity to deepen our client partnerships, driving value to our clients through new product service delivery, delivering and optimising the services that help grow their business.

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**:
What you will need:

- Bachelor’s Degree in Computer Science, Information Technology or equivalent work experience in a project management or role in software or financial services. An Advance degree (i.e. Masters / MBA / PhD) is preferred
- Minimum of 15 years of success in progressive leadership roles in client facing roles ideally in the Payments industry
- Proven track record of leading and driving a team of technical and/or professional services to achieve and exceed established goals and objectives
- Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability t