Director - Client Success, Tech Partnerships

Overview

Join to apply for the Director - Client Success, Tech Partnerships role at Visa .

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Team and Role Context

The Client Services team provides industry-leading operational support to Visa's clients around the world. We bring the voice of the customer into the design, development, and successful deployment of Visa products and services, acting as partners to Visa's clients to support and grow their business.

The Client Services Tech Partnerships (CSTP) team drives the onboarding of fintech and non-FI client opportunities and provides account management for regional and global clients. In partnership with business account leads across AP and globally, the team supports clients' growth plans in Asia Pacific (AP) and provides onboarding program management for new Visa opportunities.

Responsibilities

What a CSTP Director does at Visa:

The CSTP Client Success Manager (CSM) will lead the overall operational relationships with Visa's key global and regional Tech Partners in Asia Pacific. The Director will work with respective business leads to strengthen relationships, enable new capabilities, manage geographic and product expansion, optimise performance, drive Visa's business agenda, and act as the overall client advocate.

The following responsibilities are expected (not exhaustive):

• AP Client Services relationship lead for key global and regional Tech clients.
• Develop and deliver operational account plans and delivery roadmaps supporting key client objectives and Visa initiatives.
• Collaborate with Client Services and business counterparts in AP and other regions to ensure seamless support of global fintech and non-FI clients.
• Deliver the clients' growth and expansion plans with accountability for delivery that meets client and Visa objectives.
• Collaborate across functions and geographies (e.g., Tech Partnerships, Product, Risk, Account leads, Treasury, Client Services) to deliver client requirements and key initiatives.
• Prepare and deliver operational reviews, quarterly and annual business reviews aligned to business objectives.
• Manage strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans.
• Align and set direction with Visa's client teams, ensuring synergy through effective communication and a holistic approach to client management in AP and globally.
• Deliver Visa's operational and strategic initiatives to clients (e.g., enabling new business initiatives, products and solutions, onboarding, Business Enhancements, and educating on tools and services).
• Provide program management to client and Visa initiatives, including coordination with multiple markets within AP.
• Monetization of opportunities through collaboration with Sales, Visa Consulting and Analytics and other expert teams.
• Ensure Client Services delivers Visa's objectives while driving client success and high client satisfaction.
• Improve performance, cost effectiveness and compliance, introducing operational best practices and client processing optimisation.
• Pursue revenue-generating opportunities with clients by delivering value-added services.
• Accountable for operational client satisfaction and providing an advanced level of technical consultation on systems, services and changes to clients.
• Deliver effective event or incident management, coordinating responses to processing incidents impacting clients, and conducting root cause analysis.

Qualifications

We are looking for candidates with payments-related experience, customer focus, and adaptability.

As a candidate you should have:

• Bachelor's Degree or equivalent qualification.
• Minimum 12 years of relevant payments experience in commercial and technical delivery supporting customers.
• Excellent interpersonal, influencing and negotiating skills with customers and staff at all levels.
• Ability to articulate complex technical and business issues to all levels of the organization.
• Strategic ability to solve complex cross-functional issues with critical thinking and sound judgment.
• Ability to achieve results under ambitious deadlines and balance multiple projects.
• Excellent presentation and interpersonal skills, including strong oral and written capabilities.
• Strong time management, project management, organization, and planning skills.
• Self-motivated with the ability to take initiative to resolve problems and meet deadlines.
• Ability to set priorities, influence others, and manage customer expectations.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders.
• Team-oriented, collaborative, diplomatic and flexible.
• Self-starter with a demonstrated ability to achieve results as part of a team.

Preferred Qualifications

• Comfortable working in a complex and often ambiguous environment.
• Issuing and acquiring knowledge with functional experience in Tech payment operations supporting highly complex clients and services.
• Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Services.
• Curious and proactive in understanding the clients' business.
• Demonstrate success in client relationship management.

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 qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Seniority level

• Director

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting

Note: This description has been refined for formatting consistency and to remove extraneous boilerplate present in the original.

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