Director, B2B Connect –Client Enablement
- Ashburn, VA, USA
As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.
Client Services provides industry-leading service to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to the Sales, Product and Technology organizations, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products & services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients. Across time zones and borders, we provide clients with a comprehensive set of services to help their business perform. We are trusted partners to Visa’s clients, providing expertise and consultative services to onboard, manage and successfully grow their business.
The Director, B2B Connect – Client Enablement, reports to the VP, VBS – Client Service Delivery. The Director operates as an individual contributor is responsible for driving operational and client readiness in collaboration with cross-functional partners, primarily focused on the client delivery and support of Visa’s B2B Connect product and service offering. This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.
The Director provides technical expertise, project management and support to the B2B Connect Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, and align external communications. Additionally, this role will partner with Product teams to shape go-to-market strategies and processes, and ensure the needs of the VBS Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services. This may include coordinating the development of artifacts such as implementation guides, training, UAT, client communications, FAQs, etc.
This role that is expected to work across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve B2B Connect operations. This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.
Assess and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases. Ensures communication objectives are achieved and unanticipated impacts are mitigated
Liaise with Product and Technology teams to identify support and implementation requirements for B2B Connect
Perform impact assessments to ensure overall effectiveness of the support organization
Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
Oversees programs and action plans, aligning efforts of the VBS Client Service Delivery organization with other key Visa stakeholders
Manages a suite of projects to deploy and enhance the B2B Connect support model, support capabilities, and client service
Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal. Brings the Voice of the Client to cross-functional teams. Influences prioritization
Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live
Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs
10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD
5+ years of transaction banking operations or product experience
Experience in bank international payment operations with in-depth knowledge of international wire payment operations and interbank correspondent bank operations
Understanding of transaction banking, large Wire payments, SWIFT, and Cash / Treasury Management solutions and operations
Functional experience in in back office operations, settlement and reconciliation processes
Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centers
Proven track record of leading and driving teams to achieve and exceed established goals and objectives
Strong project management discipline. Six Sigma and/or PMP certification preferred
Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment
Track record of building and maintaining strong business relationships with internal and external stakeholders
Strong understanding of Information Technology, Security, Compliance, Funds Settlement, and Service Management concepts
Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions
Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation
Strong oral and written communications
Proficient at MS PowerPoint
Demonstrated Influencing and negotiation skills
Incumbent must make themselves available during core business hours.
This position requires the incumbent to travel for work 20% of the time.
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, and reach with hands and arms.
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.
This position does not include sponsorship.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.