Vice President, Client Care and Site Leader, Pasay

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Team Summary

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 and the wider Visa organization, 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 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 Vice President of Client Care and Pasay Site Leader is a senior leadership role responsible for overseeing operational and customer service functions in Pasay Visa, with primary responsibility for Client Care. The role also includes driving operational excellence, compliance, business continuity, collaboration and employee engagement across the many functions based in Pasay.

The role will report to the SVP of Client Care.

What a VP, Client Care and Site Leader does at Visa:

• Day to day leadership of Client Care service teams to provide world-class, differentiated service, with direct accountability for Commercial and Money Movement Service staff and Client Care Risk Services in Pasay.
• Ensure timely and effective resolution of client queries, collaborating with other functional groups as needed, delivering against client service level agreements and metrics
• Responsible for maintaining best in class employee engagement for over 700 team members, driving workplace wellbeing, talent development and a culture of inclusion and diversity
• Site leader for the Manila site of 1,000 employees including lead for Business Continuity and community liaison with key external stakeholders
• Develops and mentors the Pasay leadership team comprising of cross-functional leaders
• Leads operational excellence and ongoing process optimization initiatives
• Responsibility for annual operating plan and delivery of revenue growth goals

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. The role is also accountable for ensuring high standards of training, quality monitoring, workforce management and overall operational support, so that service levels are met and performance is compliant with local laws and Visa policies.

What you will need:

• 15+ years of experience in a product, service, or project management environment
• 10+ years of leadership experience in Customer Services and or Contact Center operations with teams of 500 + employees
• In-depth functional and industry experience and expertise of customer care industry, best practices, metrics, processes, products and infrastructure
• Commitment to exceptional customer care and client support and the ability to develop and deliver metrics to achieve this
• A proven track record of using technology, such as AI and automation, and process reengineering to enhance productivity and customer satisfaction
• Experience in financial services, fintechs, telecom, retail and ecommerce will be an advantage.
• Natural collaborator, with excellent communication skills including world class presentation skills and the ability to demonstrate effective communication at all levels of the organization
• Disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to Visa.
• Relationship building and management both internally and externally
• Ability to lead business development, product development, sales and support efforts
• Ability to work on highly complex issues with broad technical or strategic implications for Visa
• Team management in an ever-changing environment, including ability to manage remote teams
• Must be a self-starter and highly motivated business oriented independent thinker
• Bachelor´s Degree required, Graduate School/ MBA preferred

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.