VP, Product Service Fulfillment, CEMEA

at  visa

Company Description
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.
Job Description

FUNCTIONAL 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, 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 operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

POSITION SUMMARY

The VP, Product Service Fulfillment leader is accountable for the service experience for all clients in the region. She / He is a member of the Regional CS Leadership Team, the Global CS VAS and CMS Leadership teams and the Extended regional Leadership teams for VAS & Core Products. This position reports directly to the Regional Head of Client Services with a dotted line to the Global CS Head of Value Added Services.
This leader is the Visa authority for our clients’ service experience and delivery within Visa and with our clients. This is a leader of leaders’ position for a team of 50+ people across several countries in the region. Her / his team holds the technical expertise about all products, solutions and infrastructure offered to clients by Visa and its subsidiary entities (Cybersource, Cardinal etc…). Main responsibilities are related to designing the service experience, managing the Business Enhancement Release (BER) and supporting clients with complex issues & incidents as well as advising them about bespoke & innovative projects.
In addition to leading the technical expertise practice for the region, this leader ensures the team partners with key internal stakeholders globally and regionally, mainly with product, technology, finance, sales, risk and legal to deliver outcomes for clients. The VP, Regional Head of Product Service fulfilment is responsible for building effective partnerships with Regional and country colleagues to support respective growth strategies. She/He must build and develop a cohesive high performing team, set strategic direction, and apply working knowledge of Visa and Visa products, systems, and procedures to improve the client experience and bring the best value to the client base.

Develop and implement a strategic vision for managing and enhancing our service experience and technical solutions support, covering Core, Value Added Services and Commercial and Money Movement solutions. Own client end-to-end service experience for clients as measured by Net Promoter Score (NPS). Design & improve the standards / Blueprints for support, product & service adoption, optimization for new products and training / education (internal and to clients). In charge of client readiness when it relates to new solutions brought in region: design and document the service experience, supervise first few in-region implementations for the new solutions as well as the handover to respective operational teams when ready for BAU. Develop & maintain the regional repository with standards for each of the products and solutions available in the region. Management of Business Enhancement Release (BER) and major country platform changes (new processing, government mandates…) across the region in coordination with Global Core / VAS / CMS teams. Respond more complex issue resolution (L3) for all clients in the region covering all core and VAS solutions as well as some CMS solutions. Manage a team of Specialized Client Success Managers that advises clients for Core & VAS and CMS solutions. Lead, mentor, and develop a team of 50+ professionals, promoting a culture of continuous improvement, innovation, and customer focus. Collaborate with cross-functional teams to align service experience and technical solutions with overall business objectives. Oversee the successful delivery of technical solutions, VAS, Core and CMS solutions, ensuring a high standard of customer satisfaction. Collaborate with Product, Technology, and Client Services teams to ensure all client projects are successfully executed and aligned with business goals. Provide thought leadership and strategic guidance during the digital product implementation solution & support development process.
Qualifications
1. Bachelor’s degree with a minimum of 15 years of work experience; or an Advanced degree (e.g. Masters/MBA/JD/MD) with 10 years of work experience; or a PhD with a minimum of 5 years of work experience.
2. Strong technical background with project management experience.
3. Experience designing product & solutions and defining go-to-market approach is a differential.
1. Client facing experience desired – Sales or account management experience is a plus.
4. Strong leadership skills with a track record of building and shaping leaders within technical and account management teams.
5. Excellent strategic planning and execution skills.
6. Outstanding communication and interpersonal skills.
7. Very comfortable dealing with ambiguity
8. Ability to build strong relationships with key stakeholders.
9. Comprehensive understanding of the regulatory environment and industry standards relevant to our business.
10. Willingness to travel as needed ~ 10 to 20% of time.
Additional Information
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