Company Description
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.
Job Description
Director, Client Resolution, Issue Resolution Concierge Servicing is responsible for leading and executing a global client support team that provides white glove treatment for Visa’s highest valued clients (designated as key and global clients). This person will play a critical role in shaping the long-term concierge service delivery model.
The concierge servicing team will be made up of dedicated experts who have proficiency in a large variety of Visa’s products and services. Team members are also expected to have expertise in their assigned clients including products used as well as their clients’ initiatives, needs, and preferences. The leader of this team is accountable for the end-to-end issue resolution servicing of clients assigned to the concierge servicing team.
Key areas of accountability include:
- Driving the highest level of client satisfaction across all issue resolution as measured by CSAT and NPS (Net Promoter Score)
- Creating connectivity for the concierge team across the Visa ecosystem of internal and external partners in order to drive complete resolution of issues with accurate and rapid response times
- Ensuring 24x7 support coverage using a follow the sun model to support clients in their preferred time zones
- Fostering a client-first culture, driving policies and ensuring proper access to empower team members to deliver exceptional experiences with every interaction
- Continuous evolution of concierge serving to stay current with client trends and industry standards
The Director will collaborate regularly with senior regional leaders and product heads to ensure close alignment with client expectations.
They may take on additional responsibilities related to servicing Visa’s top clients as required and will report to the VP Client Resolution, Client Care.
Key Responsibilities:
- Lead and inspire the Issue Resolution Concierge Servicing team, ensuring members have the necessary information, tools, and resources to deliver exceptional service to key and global clients.
- Foster a client-first culture, driving policies that empower staff to deliver exceptional experiences with every interaction.
- Serve as the 24x7 escalation point for critical issues and incidents impacting key and global clients.
- Build and maintain strong relationships with Senior Management, Product, Sales, CS, and other organizations across the Visa ecosystem.
- Continually modernize and reimagine the client experience by seeking out cutting-edge solutions, taking an agile approach to implementing technology enhancements and process improvements.
- Provide thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
- Develop and manage strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts.
- Stay current with industry and client trends and maintain a strong knowledge of Visa's products and services.
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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Basic Qualifications:
- 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
Preferred Qualifications:
- 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
- 5 or more years of experience managing high-value, multi-national clients in an account executive, client success or similar role
- Substantial experience in or expertise of the payments industry and payments ecosystem
- Proven track record for successfully leading high-performing teams responsible for delivering exceptional client experiences to complex, strategic, high-value clients
- Extensive experience building and fostering a client first culture, driving policies targeted at empowering staff to deliver exceptional experiences with each interaction
- Proven executive presence demonstrating executive-level interpersonal and communication skills, and a proven ability to collaborate and negotiate with and influence external clients and staff at all levels
- Strong background in customer research and analytics techniques (e.g. focus groups, market segmentation), customer strategy, human-centered design, and performance management.
- Highly proficient in performing data-driven analyses (e.g. exploratory, diagnostic, and predictive analysis) to identify changes needed to improve performance and achieve the highest level of operational excellence. Analytical mindset with an ability to question status-quo and generate innovative ideas.
- Demonstrated ability to build and maintain strong business relationships with stakeholders at senior and executive management levels.
- Proven record of accomplishment building high-performing and engaged teams, leading and driving teams to exceed established goals and objectives.
- A proven track record for making sound business decisions, setting direction and managing both short and long-term goals to achieve high quality operational results and customer commitment.
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% 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 122,900 to 180,700 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.
