Vice President, Go-to-Market Services Visa Direct

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.

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The Vice President, Go-to-Market-Services Visa Direct (GTMS VD) is responsible for leading the transformation and ongoing optimization of the client service experience for Visa Direct products globally. This includes responsibility for designing, scaling, and continuously improving the operational client service model and ensuring Client Services functional readiness for launches of new and modified Visa products, Digital & Business Enhancement readiness, and VisaNet Access initiatives readiness.

This executive will collaborate closely with Product, Technology, Client Services, Sales, and Clients to support and influence the design, development, and global deployment of money movement products and services. The team is also responsible for establishing a globally consistent service and support approach to accelerate the deployment of New Flows products and services, foster a culture of service excellence, and deliver measurable improvements in client satisfaction.

This leader is responsible for building a cohesive high performing team of approximately 25 professionals spread across the globe and will be a member of the Client Services Go-to-Marke Services and Visa Direct Leadership teams.

The global GTMS VD team is chartered by working with some of our largest and sophisticated clients to deploy Visa Direct solutions and products globally. This role is a direct report to the Senior Vice President, Global Head of Go-to-Market Services. The role requires close collaboration and partnership with other SVPs, and VPs in Product, Technology, Client Services, and other key stakeholder teams.

This position operates at an executive level internally and externally and demonstrates a breadth of knowledge of Visa’s money movement capabilities.  It requires a client-focused mindset, the ability to achieve results through both a direct and highly matrixed organization, the ability to influence executives, and the ability to drive change in a highly matrixed cross-functional organization. 

 Principal Responsibilities/Key Results Areas

• Lead the transformation and advancement of the client service strategy for new and existing Visa Direct products, ensuring a best-in-class client experience that drives strategic value for clients and the organization.
• Partners closely with Global Product and Technology teams during the design and development phases to ensure we develop products and services with streamlined client implementation in mind. Product & service support will be across Digital, Core VisaNet and VisaNet network access platforms.
• Partners with Regional Visa Direct and Client Services teams to ensure global consistency of regional product deployments & represent regional technology requirements, global pipeline, and resourcing needs.
• Act as the primary Client Services senior interface and business partner to Visa direct Product, Technology and Sales leadership teams. 
• Designs service model for new and existing products leveraging standard service model prototypes. Works with other service functions to improve and simplify prototypes over time.
• Establish, track, and communicate service excellence metrics such as NPS, CSAT, and cost-to-serve by product family.
• Works with acquired companies to design service model integration approach and roadmap and leveraging best in class examples from new companies to improve Visa direct service models.
• Continually optimizes service experience and cost to serve for Visa Direct Products in line with overall product strategy.
• Proactively identify and solve complex problems that impact the management, relationships, and direction of the business.
• Act as the internal and external senior escalation point for critical operational decisions affecting New Flows.
• Perform as a leader and thought partner on cross-functional crisis management teams for Visa Direct products, often leading through unprecedented scenarios.
• Leads by example, setting development and leadership goals for the organization, holding leaders accountable for the development and diversity of their teams.
• Delivers shared service support to other service teams for product releases and client communications.

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

Basic Qualifications
•12 years of work experience with a Bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD.

Preferred Qualifications
• A minimum of 15 years of successful experience in progressive leadership roles in Product or Services in Payments or Technology industries with a priority on B2B, B2B2C service models.
• Demonstrated experience leading large-scale transformation and advancement of client service strategies in a matrixed, global B2B environment.
• Proven track record of building and scaling service excellence programs, including the implementation of innovative client service models, process improvement, and post-acquisition integration.
• Functional experience in product and client service organizations, general management experience a plus.
• Bachelor’s degree or equivalent. Graduate degree/MBA preferred.
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment.
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent.
• Exceptional ability to influence executives and peers, drive continuous improvement, and achieve at-scale service delivery.
• Strong people leader with track record of building high performing teams.
• Ability to thrive leading change and manage ambiguity.
• High energy and a passion for client service excellence, clearly evident in communication style and stakeholder engagement.
• Fluent in English.

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.