Senior Director, Client Care - Specialty Services (Contact Center)

Job title: Senior Director, Client Care - Specialty Services (Contact Center) in Miami, FL at Visa
Company: Visa
Job description: Company DescriptionVisa 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 DescriptionGlobal Client Care works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.This critical operational Senior Director role is in our Managed Services 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 for GCAS, Digital and possibly in the future, Specialty Services teams.
• Be responsible for managing a team across different geographies who work in multiple languages.
• 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 strategies technologies, 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
• 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 key clients and internal stakeholders to ensure minimal escalations and healthy business growth
• Support Sales in business development efforts as required providing business analysis, technical product expertise to drive revenue generation.
• Play an active role on the Visa 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
• Proactively notify clients regarding any widespread or business critical problems and service issues and own timely resolution of critical production issues end to end from escalation to resolution and respective client communication
• Design and build service operations to meet Visa’s consumer facing needs
• Ensure timely and effective resolution of client issues consistent with client support metrics, collaborating with other functional groups as needed
• Develop and implement industry-leading services (including self-servicing) model strategy with direct impact to the P&L
• Incumbent will be managing P&L for a line or multiple lines of businesses
• Incumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately 80+ team members
• Position based in Miami, Florida with possible domestic and some international travel required

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 3 set days a week (determined by leadership/site), with a general guidepost of being in the office 75% or more of the time based on business needs.QualificationsBasic Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years 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 with 9+ years of experience
• 15 years of experience in the Customer Service business 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.
• Deep experience with client service delivery and client support with the ability to manage client expectations and occasional escalations
• Ability to build strong networks and relationships across organizational boundaries
• 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.
• Strong background in PMP, Agile, or Six Sigma
• Demonstrated track record of developing business strategies based on business objectives and executing programs that deliver measurable business results. Experiece 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.
• Experience in driving market conversions and/or adoption of new categories and sales and/or trade marketing experience a plus.

Additional InformationWork 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 158,200 to 247,250 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.
Expected salary: $158200 - 247250 per year
Location: Miami, FL
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