April 11, 2024
    Miami, Florida
    Job Type


    Job Description And Responsibilities

    The Client Services’ Sr. Director of Business Operations and Strategy is a key regional leadership role and is a member of the NA Client Services Leadership Team, reporting to the NA regional SVP and Global Business Operations and Strategy VP.

    The individual is responsible for managing multiple regional level programs and projects, and for driving regional success in support of global initiatives. Responsibilities include: lead the Revenue Transformation Initiative, track and report revenue, manage the group's KPI’s with their scorecards, support regional NPS strategy, lead regional Operational Excellence initiatives, and closely work with the region’s SVP in identifying and managing key business priorities.

    Additionally, the individual will support the Account Management teams on new products, services and/or initiates.  This role will be an extension of both the NA Client Services team and the Global Business Operations and Strategy team.

    • Lead global operational initiatives for the region, including global communications, global planning and reporting, audit & compliance, Operational Excellenceamong others.
    • Lead the regional’s Revenue Transformation Initiative, which involves solutions definition, pricing committee approvals, internal and external training, and marketing and positioning solutions offered to transform the organization into a revenue-generating service center (profit center).
    • Develop and maintain the Client Services revenue service plan, which includes profit & loss management and reporting, and automate the current billing process.
    • Assist in developing the new Client Service offerings by working with the business planning and operations team to establish the requirements for the region.
    • Work with the finance Client incentive team to develop solution services (consulting) that can be offered as Value-In-Kind (Value-Added Services) that Business teams can include in the initial business opportunity (Structuring Stage of the business opportunity).
    • Develop an initiative to socialize the new Client Services product service offerings to the region’s sr. management and the various Sales Teams to align the organization to the region’s business strategy.
    • Create and maintain monthly and quarterly regional scorecards with key KPIs for both Client Services and each functional team. This will help Client Services move from a Visa-centric to a Client-centric organization, thus creating efficiency and transparency.
    • Lead OKR reporting for the region, in alignment with global OKR reporting and tracking
    • Lead improvements to regional client surveys and manage outcomes with related actions.
    • Support roll out of new job families and program maintenance to ensure all teams are aligned.
    • Act as the liaison between NA Client Services and external groups for any global initiative brought to the NA region.
    • Initiate, manage and report key strategic Client Services initiatives and/or projects across NA as required.
    • Manage Client Services Employee Engagement results and provide actionable steps for improvement to the region’s SVP.
    • Develop a Client Services newsletter that will be distributed to our regional team, and internal stakeholders, as a way to continuously promote Client Services within the region.
    • Provide leadership and direction in business priorities and ensure successful execution of global and regional strategies.
    • Drive process improvements to optimize operations between the Sales Teams and Client Services’ functional teams, by leading cross-functional regional and/or geographic process improvement initiatives.
    • Provide internal compliance guidance by working with cross-functional teams to ensure highest internal audit ratings.

    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.


    Basic Qualifications:

    • 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
    • Payments industry experience required (i.e. acquiring, issuing, processing, operations, systems, etc.).
    • Strong demonstrated experience in strategy business planning, revenue service planning & generation, profit & loss management, technical support & operations, and project management.
    • Solid experience translating loose (often nebulous) thoughts into tactical plans
    • Proven ability to formulate strategy, drive change and deliver results across functions is critical.
    • Consulting skills and client engagement capabilities.
    • Strong financial acumen and analytical skills.
    • Proven track record of leading and driving teams to achieve and exceed established goals.
    • Strong commercial acumen and solid business judgment.
    • Strong teamwork and collaboration skills with the ability to work effectively with inter-disciplinary groups.
    • Excellent written and verbal communication skills.

    Preferred Qualifications:

    • 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience

    Additional Information

    Work Hours: Varies upon the needs of the department.

    Travel Requirements: This position requires travel 5-10% of the time.

    Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

    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.

    Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

    U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $163,800.00 USD to 256,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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