Job Description
Note that this role may be located either in our Atlanta, GA or our Miami, FL office
Client Services provides industry-leading operational support 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 operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.
Client Resolution is responsible for providing issue resolution for Visa Clients across a broad spectrum of complex issues, client segments and lines of business. The team is comprised of several hundred people located across the globe in 9 countries. The current service model is being transformed to reduce issues, speed up resolution and drive the highest quality outcomes for clients. In the future, clients should prefer to work with Client Resolution rather than their Client Success Managers to get fast and effective resolution. The leader of Client Resolution will work closely with other service leaders to establish a clear AI adoption and automation roadmap and an integrated service experience across all channels.
This leader is a critical member of the Client Care Leadership Team and reports to the SVP of Client Care. Client Care is the largest division of Client Services and is accountable for end-to-end issue resolution and ongoing support for B2B clients in the customer lifecycle.
What a VP, Client Resolution does at Visa:
Leads and inspires the Client Resolution team of 110 team members globally to Obsess About Customers culture, focused on delivering an excellent service experience with each interaction and optimizing clients’ operational performance.
Modernizes the existing service B2B service model to improve issue resolution for clients by implementing leading edge technology and lean agile ways of working.
Works seamlessly with peer service organizations and other service channels to ensure continuity for Clients in the service experience.
Establishes and fosters strong relationships with clients and internal partners at all organizational levels, including senior executives, and across regions and functions (e.g., Client Services, Debit Processing Services, Product, Technology, Risk).
Manages with strong operations focus, identifying and managing against OKRs, SLAs and metrics-based workforce planning.
Uses a data-driven approach to solving complex organizational challenges that may have significant operating and financial impact to Visa initiatives, brand or clients.
Assesses industry leading trends and practices, including AI and automation, to increase efficiencies, provide elevated levels of service, and mitigate risk and fraud.
Leads by example, setting development and leadership goals for the organization, holding leaders accountable for the development of their teams and delivery against goals.
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 or site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications:
Basic Qualifications:
- 12 or more years of work experience with a Bachelor’s Degree, 10 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or a minimum of 8 years of work experience with a PhD. Graduate degree or MBA preferred.
Preferred Qualifications:
- 15 or more years successfully leading large high-performing teams, in a B2B or B2B2C servicing model. Leads by example and has a people-first leadership style.
- Functional experience in payment processing and client management in the payments or technology industries.
- Executive-level interpersonal and communication skills, and a proven ability to collaborate, negotiate with and influence clients and team members at all levels.
- Transformational leader with experience implementing complex initiatives using structured change management while also delivering exceptional client experiences.
- Experience working in a matrixed organization with the ability to navigate complex structures, empower decision-making and manage through ambiguity.
- Financially and technologically literate with strong analytical and decision-making skills and knowledge and curiosity of emerging technologies.
- Quality and process improvement experience (e.g., Six Sigma) a plus.
- Strong commercial acumen.
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.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 170,000 to 265,650 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.
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