What a Director does at Visa:
The Client Services Director will lead a high-performing customer service organization, driving operational excellence, transformation initiatives, and strategic project execution. This role is responsible for managing large-scale contact center operations, enhancing client and consumer experiences, and delivering measurable business outcomes. The ideal candidate will bring deep expertise in contact center management, transformation leadership, and project delivery within a global financial services environment.
Key Responsibilities:
Operational Leadership
- Lead and motivate a team of contact center managers and frontline associates to deliver world-class customer service.
- Oversee day-to-day operations, ensuring service level adherence, budget compliance, and performance against key metrics such as handle time, overtime, and customer satisfaction.
- Partner with workforce planning teams to ensure 24/7 support coverage and optimal resource allocation.
- Implement emergency procedures and direct work when emergency situations arise.
Transformation & Strategy
- Drive business process optimization and transformation initiatives to enhance client and employee experience.
- Develop and implement scalable service models, including automation, AI, and self-service technologies.
- Lead organizational change management efforts and contribute to the broader strategic goals of Visa’s 2030 vision.
Client & Stakeholder Engagement
- Act as a liaison between Visa and client institutions, ensuring alignment of service delivery with client expectations.
- Represent the voice of the client across internal teams and advocate for optimal product usage and customer experience.
- Support business development efforts through consultative insights and technical expertise.
People Development & Culture
- Inspire and develop leaders within the team, fostering a culture of accountability, empowerment, and continuous improvement.
- Promote employee engagement and career growth through coaching, feedback, and structured development plans.
- Model Visa’s leadership principles and reinforce a customer-centric, performance-based culture.
Governance & Compliance
- Ensure compliance with key controls, data privacy, timekeeping, and audit requirements.
- Own P&L responsibilities and contribute to financial planning and reporting.