Global 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 leading our Managed Services team providing services on-behalf of our clients to their cardholders and being the Site Leader for all other client care teams operating in the building, such as Disputes, Client Resolution etc. 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 ownership for GCAS, Digital and possibly in the future, Specialty Services teams.
-Provide Site Leadership ie local management of people matters for teams who report into other parts of the Client Care organization such as, disputes, CMS, Client Resolution etc.
- Be responsible for managing a team who work in multiple languages – English, Spanish and Portuguese.
- Develop and maintain a strong leadership team with a pipeline for future succession planning.
-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 strategic technological changes, 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 Senior Leaders and internal stakeholders in the Bogota office.
- Work with a revenue generation focused mindset.
- Play an active role on the Visa Managed Services 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
- 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 location containing multiple lines of business.
- Incumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately 60-100+ team members
- Position based in Bogota, Colombia, with possible travel required from time to time.
This is a hybrid position. Hybrid employees are expected to work from the office on Tuesdays, Wednesdays and Thursdays each week as a minimum.