Job Description
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 with 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 act as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.
The position of Director, Strategic Initiatives in Client Care requires a visionary leader with expertise in service design, technology, and change management, capable of driving innovation and excellence in service delivery. The Director will lead a team of program managers adept at managing complex programs, leading teams, and driving transformational change within an organization. Role requires strong understanding of service models, client needs, and the ability to integrate innovative solutions to execute on “Service Model of the Future” enhancements.
The role will report to the VP of Client Care Operations.
Responsibilities:
Program Management Leadership: Manage a team of high performing program managers in the design and execution of service transformation programs to improve and innovate the client experience.
Service Model Modernization: Build a change framework to execute service model changes with an AI-driven omni-channel infrastructure, tailored to different customer segments and product support tiers for optimal efficiency and scalability.
Change Management: Drive end to end change management processes from early forming and test and learn phases through final execution stages. This involves stakeholder engagement, location strategy, job architecture, and training programs.
Communication Plan: Establishing a clear and effective communication strategy to keep all stakeholders informed and engaged throughout the change process.
Drives workplace well-being, talent development and a culture of inclusion and diversity.
Builds a strong and cohesive team by providing leadership, recognition, setting strategic vision, consistent with Visa’s leadership principles.
Why this is important to Visa:
Services performed by Client Care include debit and credit card support, emergency assistance, prepaid services, risk management, issue resolution and merchant support.
Client Care aims to be the global leader in disputes, risk management services, and payments technical support delivering world-class client experiences.
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/site), with a general guidepost of being in the office 50% or more of the time based on business needs.