Director, Client Services Enterprise Technical

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.

**What an Enterprise Support Client Services Director does at Visa**:
The Director, Enterprise Support Client Services, based in Singapore, will be responsible for leading a team of Technical Account Managers (as a people manager) and will report to the Senior Director, Enterprise Support Client Services Asia Pacific. The role will require you to directly interact and persuade senior leadership/executives and cross-functional teams to implement changes that will improve the overall customer experience. The position will have responsibility to support the team and enterprise clients by interacting directly with new and existing customers, business and technology partners and multifunctional Visa and CyberSource internal stakeholders. The Director will also be responsible for supporting high profile customers to ensure they are receiving the most comprehensive support possible.

The expectations of this role include the following but is not limited to:

- Facilitate strategic development and thought leadership for technical support
- Lead a team responsible for the portfolio of Premier Accounts of which some are Key Accounts
- Support technical and business questions regarding the CyberSource products and connection methods
- Define, manage and implement strategic support projects including requirements gathering, prioritization within the organization, cross-functional execution, and innovative solution development
- Develop and deploy, in conjunction with managers, peers, and the various Product offices, the technical support strategy for assigned Asia Pacific clients
- Communicate and evangelize changes to executive management and cross functional teams
- Deliver award winning customer satisfaction
- Improve support efficiency defining and implementing process improvements
- Day to day tactical leadership of enterprise technical support in line with CyberSource/Visa product objectives
- Develop talent within the team and global training services to provide world-class, differentiated service, best in class work environment for enterprise support
- Manage the team to follow consistent processes and use of tools
- Manage the team to meet all financial goals
- Ensure timely and effective resolution of merchant queries, collaborating with other functional groups as needed, and consistent with enterprise technical support metrics
- Establish and maintain strong relationships with global CyberSource/Visa staff in Client Services, Product, Technology/Operations, and Sales

**Why this is important to Visa**:
Cybersource is part of Visa’s value-added services strategy to bring seamless payment experiences to sellers and resellers around the globe. We continue to transform our client service models and this role will help ensure that we continue to have best in class client servicing and delivery in the Asia Pacific region to help build and grow strong client partnerships.

**Projects you will be a part of**:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa, engaging with the hub and in-country teams to expand the business in Asia Pacific. Working with regional and global client services counterparts to deliver a seamless client experience. Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives.

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 w