Sr. Director, Client Care Managed Services (Contact Center)

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.

Global Client Care works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc.

This critical operational Senior Director role is leading our Managed Services Contact Center team providing services on-behalf of our clients to their cardholders. The role holder is responsible for development of departmental strategy, delivery of a transformation to provide operational excellence, adherence to contractual obligations, P&L ownership and contribution to delivery of our 2030 strategy which will focus on automation, AI and self-service. Focus on cutting edge payment solutions including ecommerce, virtual wallet, and mobile products.

• Provide leadership strategic direction and management ownership for DPS teams, becoming our Contact Center under the Organizing for Success initiative.
• Provide DPS Miami Team leadership and function business team ownership of the DPS team in Bogota (allowing people matters to be handled locally in Bogota).
• Be responsible for managing a team who work in multiple languages - English, Spanish, Portuguese, and French.
• Develop and maintain a strong leadership team with a pipeline for future succession planning.
• You must be customer centric and build a performance-based culture focused on outcomes and key results, delivering World Class customer service.
• Lead and implement strategic technological changes, programs and tools focused on delivering results in best in class experiences and services to increase operating efficiencies driving incremental revenue and increasing client satisfaction.
• Lead and implement process optimization programs that improve customer experience, reduce OpEx or drive revenue. Use Six Sigma methodology to drive a well-executed change.
• Provide leadership creativity and strategic guidance to ensure all necessary tools processes procedures documentation and staffing are in place to support successful scalable solutions and deployments for global clients
• Be accountable for delivering superior Client satisfaction and Customer Experience.
• Represent the voice of the client across Visa on all matters related to GCAS and Digital products and services.
• Establish and foster positive relationships with Senior Leaders and internal stakeholders in the Product organization.
• Work with a revenue generation focused mindset.
• Play an active role on the Visa Managed Services Client Care leadership team.
• Act as an advocate for optimal product usage, performance and providing consultative insights to ensure clients implement world class payment experiences
• Design and build service operations to meet Visa's consumerfacing needs
• Ensure timely and effective resolution of client issuesconsistent with client support metrics, collaborating with otherfunctional groups as needed
• Develop and implement industry-leading services (including self-servicing) model strategywith direct impact to the P&L
• Manage the P&L for Miami team.
• Incumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately60-100+team members
• Position based in Miami, Florida with possible travel required to Bogota, Colombia from time to time.

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

Basic Qualifications

• 12 or more years of work experience with a Bachelor's Degree or at least 10years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

• 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with9+ years of experience Bachelors Degree or equivalent qualification. MBA strongly preferred
• Strong background in PMP, Agile, or Six Sigma required.
• 15 + years of experience in the Customer Service business with a Bachelors degree or equivalent work experience, including at least 5 years of experience leading large global teams in Financial Services arena.
• Proven leadership capabilities including strong thought leadership effective decision making, strategy development and ability to drive results backed up with a track record for successfully developing growing and commercializing new businesses
• Strategic thinker with the ability to frameup the results into a cohesive strategy and articulate recommendations and insights.
• Ability to build and develop a team from start up to efficient operations.
• An ability to instill and reinforce a strong customer service and business-oriented ethic in a team.
• Comfortable operating in a complex distributed organization with the ability influence those without direct management responsibility in a matrixed organization
• Self-aware with ability to adapt to various situation.
• Demonstrated track record of developing business strategies based on business objectives and executing programs that deliver measurable business results. Experience in organization transformation and change management.
• Experience in technology development, self-service implementation tools of call center technologies, and digital channels such as whatsapp and chat.
• Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership skills.
• Advance written and oral communication skills.
• Self-driven and highly motivated.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/Physical Requirements: 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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 161,300.00 to 252,300.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.