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VP, Head of Onboarding
3 months ago
Team Summary
Client Services provides 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, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.
What a Head of Onboarding & Implementation, Client Services Asia Pacific does at Visa:
- Achieve onboarding & implementation revenue targets, while adhering to the expense budget.
- Lead complex, multi-layer, cross-cultural implementation teams to support multiple projects while exceeding customer expectations as measured by NPS.
- Directing and leading the team to successfully complete over 1,000 projects annually withing the expected duration (blueprint).
- Lead a multi-country technical team with 100+ people including 5 Sr Directors responsible for Licensing, Implementations, Configurations, Testing and Contract Management.
- Work closely with cross-functional teams and other ancillary (Client Services, Product, Technology, 3rd party providers, Sales) teams to understand dependencies/requirements and ensure alignment for best-in-class service.
- Activate and lead a strong reporting and analytics culture across the team to support growth, capacity planning, and metrics (project timelines, time to revenue, productivity, throughput, etc.).
- Serve as a mentor/coach to support professional development within the team.
- Serve as an escalation point for complex issues encountered by team members.
- Actively participate in non-standard, complex projects/initiatives supporting AP and client strategic/tactical priorities.
- Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
- Build and enhance positive working relationships with internal and external stakeholders.
- Coordinate and influence internal and external resources to ensure delivery on commitments.
Why this is important to Visa
Client Services is accountable for delivering a world class service experience to our clients that begins pre-sale and continues through onboarding, implementation of new products and services, issue resolution and optimising for client success. We operate in 50 locations across the globe and operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.
Qualifications
What you will need:
- 15+ years of business experience, including 10+ years of leadership experience in highly successful businesses that have a strong track record of client service, strategic development and execution.
- Experience managing operations of a function or business unit.
- Extensive experience in either banking/financial services sector or Technology / FINTECH sector experience. Strong knowledge of payment industry products, services and technologies, eCommerce, mobile technology and Cross-Border business is a plus.
- PMP certification (or equivalent) and proven success of building out PM structure via methodology.
- A proven track record of delivering high impact results working on projects in the areas of corporate strategy, growth initiatives and new market/segment/business strategies.
- Global or multi-national business experience is preferred.
- Ability to structure and manage complex cross-enterprise projects and processes with multiple stakeholders.
- An inclusive leader with experience building, empowering and developing high performing diverse teams.
- Committed to building a community through Visa’s Leadership Principles.
- Excellent verbal, written, presentation, and interpersonal skills.
- Proven abilities in negotiating and influencing stakeholders with competing agendas while serving as a positive influence across an organization.
- Experience managing large and senior teams in multiple locations.
- Superior problem solving skills, with demonstrated intellectual and analytical rigor. Strong interpersonal and leadership skills to influence and build credibility as a peer with functional and regional leaders within Visa. Team oriented, collaborative, diplomatic and flexible.
- 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.
Additional Information
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.
