VP, Client Services
Enterra SolutionsSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial Technology, FinTechIndustries
Requirements
- Provide leadership, strategic direction, and management ownership for GCAS, Digital, and possibly Specialty Services teams
- Provide Site Leadership (local management of people matters) for teams reporting into other parts of Client Care, such as Disputes, CMS, Client Resolution
- Manage a multilingual team (English, Spanish, Portuguese)
- Develop and maintain a strong leadership team with succession planning pipeline
- Be customer-centric and build a performance-based culture focused on outcomes, key results, and world-class customer service
- Lead and implement strategic technological changes, programs, and tools (automation, AI, self-service) for operational excellence, efficiency, revenue growth, and client satisfaction
- Provide leadership creativity and strategic guidance for tools, processes, procedures, documentation, and staffing to support scalable global solutions
- Be accountable for superior client satisfaction and customer experience
- Represent the voice of the client across Visa on GCAS and Digital products/services
- Establish and foster positive relationships with senior leaders and internal stakeholders in the Bogota office
- Adopt 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 consultative insights for world-class payment experiences
- Design and build service operations to meet Visa’s consumer-facing needs
- Ensure timely and effective resolution of client issues consistent with support metrics, collaborating with other functional groups
- Develop and implement industry-leading services model strategy (including self-servicing) with direct P&L impact
- Manage P&L for a location with multiple lines of business
- Report to the VP of Visa Client Care
Responsibilities
- Develop departmental strategy
- Deliver transformation for operational excellence
- Ensure adherence to contractual obligations
- Own P&L
- Contribute to Visa's 2030 strategy focusing on automation, AI, and self-service
- Focus on cutting-edge payment solutions (ecommerce, virtual wallet, mobile products)
- Lead day-to-day operations, product support, back office support, and customer performance reporting for issuers, acquirers, processors, and merchants worldwide
- Lead the Managed Services team providing services on-behalf of clients to their cardholders
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role remote or on-site?
This is an on-site position.
What skills and experience are required for this role?
The role requires strong leadership and strategic direction for teams in Managed Services, Digital, and Specialty Services, management of multilingual teams (English, Spanish, Portuguese), customer-centric approach with performance-based culture, and expertise in technological changes focused on automation, AI, self-service, and payment solutions like ecommerce and mobile products.
What is the salary or compensation for this position?
This information is not specified in the job description.
What is the company culture like at Visa?
Visa emphasizes a purpose-driven culture to uplift everyone by being the best way to pay and be paid, with a focus on innovative, convenient, reliable, and secure payments, while fostering a performance-based culture focused on outcomes, world-class customer service, and operational excellence.
What makes a strong candidate for this Sr. Director role?
Strong candidates will have proven leadership in managing multilingual teams, developing departmental strategy with P&L ownership, driving technological transformations in automation and AI, and delivering superior client satisfaction in payments operations.
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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