Director – Client Services - AP Service Experience

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Team Summary

The Client Services team 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 and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

The Go-To-Market Client Services team ensures the accountability of our product vision, delivering exceptional service to our clients on behalf of Visa. Within this team, the Service Experience team serves as the bridge between Product, Technology, and broader CS teams. They engage early in the design and development stages, providing crucial input and building out implementation and support requirements. By partnering cross-functionally, they identify and communicate platform and product roadmap impacts to the client-facing support teams, ensuring our clients' success.

What a Director, AP Service Experience does at Visa:

The Director, AP Service Experience leads the design and execution of world-class client experiences by combining deep payments expertise, service leadership, and digital innovation. Working across Product, Technology, and Client Services, this role drives product delivery, service readiness, operational excellence, and AI-enabled transformation to help clients realize the full value of Visa's products and solutions while scaling support for future growth.

The ideal candidate will be a self-directed, analytical, and strategic thinker with experience in new product delivery and service improvement in the payments industry. This pivotal role demands a blend of business acumen, functional expertise, leadership skills, and technical proficiency, offering you the opportunity to thrive and grow within the ever-evolving digital payments landscape.

This position is responsible for building a cohesive high performing team by providing leadership, setting strategic direction, and applying working knowledge of Visa products and services. 

Key Responsibilities:

• Champion the E2E service experience in deploying new products and solutions with clients.
• Design scalable implementation, support, and operating models. Strategically develop and refine the product deployment model, emphasizing operational plans for clients across the Asia Pacific (AP) region.
• Drive service readiness across Client Services teams, including processes, playbooks, tools, and training.
• Provide leadership and management for a team of individual contributors who are responsible for program management, incubation and delivery of a variety of new Visa products. Build a strong and inclusive team through coaching, setting strategic direction and applying working knowledge of Visa products.
• Serve as a subject matter expert within Client Services for assigned products and solution portfolios. Leverage technical expertise and business acumen to address complex and unique challenges through extensive information gathering, analysis, and investigation
• Continuously embrace and implement new methodologies to support business growth and enable scalability. Stay current with industry and client trends and maintain a strong knowledge of Visa products, services and emerging technologies
• Provide leadership and direction for complex cross-regional or cross-functional initiatives and work towards achieving customer and key stakeholder outcomes
• Foster strong cross-functional partnerships across Product, Technology, Sales and Client Services at all levels of staff

Why this is important to Visa:

AP Service Experience is an important element of Visa Inc.’s vision of digitizing payments through additional channels. This role is key to execute Visa’s strategy for Consumer & Value-Added Services (VAS) to achieve the targeted goals for the company

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

What you will need:

• Bachelor’s Degree in Computer Science, Information Technology or equivalent work experience in Product Delivery/Program Management roles in software or financial services
• Over 15 years of experience in product/project delivery, including 5+ years leading a product/project management team in the payments industry.
• Deep understanding of digital payments and web-based technologies, particularly within agile frameworks.
• Proficient in core transaction processing, including message routing, authorization, clearing, and settlement.
• Strong technical aptitude, capable of absorbing technical information and applying it to business solutions where little or no precedence exists; able to communicate complex technical concepts clearly and concisely.
• Willingness to embrace new challenges in a fast-paced environment, demonstrating flexibility with multitasking and shifting priorities.
• Excellent verbal and written communication skills, problem-solving abilities, attention to detail, and interpersonal skills for negotiating and influencing both internal and external stakeholders.
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior levels
• Demonstrated ability to leverage Generative AI, automation, and data-driven insights to enhance client experiences, optimize service delivery, improve operational efficiency, and scale support models

What will also help:

• Subject matter expertise in various areas, including card payments, products and services, payment technologies, and wallet services, acquired through extensive experience supporting clients and driving new product initiatives within a payment-processing environment.
• Proven experience working with Issuers, Acquirers, Merchants, and Payment Gateways in the Asia Pacific (AP) region.
• Willingness to take on new challenges, explore innovative ideas and be flexible with changing priorities 

Projects you will be a part of:

 This is an incredibly exciting time to join the AP Service Experience team. You will be operating in a fast-paced, unstructured environment to contribute establishing new product lines. You will work with Visa clients to deploy and operationalize new solutions by collaborating with a high performing team.

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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.