This Senior Director role is a management position responsible for leading a team, and in partnership with Risk and Identity Solutions, leading the design, enablement and continuous improvement (end-to-end) service experience for products across the GARP business. This includes
Strategic Leadership & Service Design
- Lead the overall service experience for network, authentication, and identity products, from implementation through ongoing support, incident management, and off boarding, across all regions and client segments.
- Develop and execute service models that support rapid product delivery, scalable operational efficiency, and measurable client impact, embedding GenAI and modern tools to drive transformation.
- Collaborate with Product, Technology, and Client Services to ensure service models are client-centric, secure, and aligned with Visa’s Living Strategy for Risk & Identity Solutions.
Operational Excellence & Delivery
- Deliver on financial targets and support long-term growth in line with Visa strategic objectives, including revenue acceleration, cost management, and M&A integration for network and identity solutions.
- Lead the development of necessary documentation, training, tracking to ensure global alignment of service models with regional differentiation.
- Streamline processes (eg. incident management and root cause analysis), across teams to ensure accountability and drive closed-loop follow-up with product.
Innovation & Product Enablement
- Embed GenAI and advanced analytics into service processes to unlock productivity gains, smarter sales enablement, and improved user experience.
- Partner with Product to define and track KPIs for all new launches, ensuring quantifiable ROI and rapid client implementation.
- Support the commercialization and launch of cybersecurity and identity products, including integration of new capabilities and expansion of client training programs.
Stakeholder Engagement & Go-to-Market
- Build and maintain strong relationships with internal and external stakeholders, including regional teams, partners, and clients.
- Enable delivery of RaIS strategy through strategic partnerships and channel go-to-market pilots.
- Develop consistent framework for global Client Services resourcing model to deliver optimal service experience driving alignment across stakeholder group.
Talent & Culture
- Develop and mentor a high-performing, diverse team, fostering a culture of accountability, transparency, and growth.
- Champion Visa Leadership Principles, driving employee engagement, inclusion, and career development.
- Ensure talent alignment to organizational design metrics and service/product expectations.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.