Team Summary
Client Services (CS) provides industry-leading services 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.
Client Services is accountable for delivering a world class service experience to our clients that begins pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success. We operate in 50 locations across the globe and act as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.
What a Senior Director, Pasay lead, Asia Pacific Client Services does at Visa?
The Senior Director, Pasay lead, Asia Pacific Client Services is expected to provide strategic, functional, and technical leadership for all the cross functional delivery and operations for the AP Client Services teams that are based in our Pasay Market Support Centre. They will be accountable for supervising and growing a high-performing and cohesive team, aligned to the global Client Services strategy and to the Asia Pacific ambitions of Visa, by providing leadership to a team of people leaders and individual contributors. They should do this through coaching, setting strategic direction and applying working knowledge of Visa products, systems, and procedures. They are accountable for personifying the Visa leadership principles while providing guidance to direct reports, cross-functional staff, and senior management to proactively drive Client Success whilst ensuring effective resolution of high-priority issues with potentially significant financial implications.
In addition, a key tenet will be to develop and enhance success metrics for the team they lead to ensure Client satisfaction is not only measured, but is exceeded, using net promoter scores, survey results, OKRs, in person meetings, outreach calls, and other factors to determine accountability and proactive engagements by their team members.
In this role, you are expected to:
Lead courageously to manage and inspire the AP CS team members based in our Pasay Market Support Centre, some of whom dual report to other CS functions, requiring partnership and coordination with other CS Leads, ensuring the team delivers excellent client experience and optimizing our clients’ performance.
Be a member of the AP CS Onboarding and Implementation Leadership Team, as well as a member of the Pasay site Leadership team.
Day to day leadership of AP CS teams to provide world-class, differentiated service. Responsible for maintaining best in class employee engagement for over 60-100 team members, driving workplace wellbeing, talent development and a culture of inclusion and diversity.
Lead and implement operational excellence and ongoing process optimization initiatives to drive incremental revenue and increase client satisfaction.
Responsibility for annual operating plan and delivery of revenue as well as OKR growth goals.
Provide strategic guidance to ensure all necessary tools, processes, procedures, documentation, and staffing are in place to support successful scalable solutions and deployments for AP clients.
Foster a high performing culture within your team, develop talent from within as well as recruit talent that can inject new perspectives, skill sets and experience.
Why this is important to Visa?
This senior leadership role is an exciting opportunity to be at the forefront of and shape Visa’s Client Services evolution, by leading and developing a high-performing team to maximize client benefits realization and value from Visa products and solutions. The role is also accountable for ensuring high standards of training, quality monitoring, workforce management and overall operational support, so that service levels are met, and performance is compliant with local laws and Visa policies.
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.
