Senior Director, Service Operations
Visa
Senior Director, Service Operations
Salary Not Specified
Visa, City of Westminster
- Full time
- Permanent
- Onsite working
Posted 3 weeks ago, 29 Aug | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 1b06b7adc2164595bad1c69c3d885912
Full Job Description
- Leadership: Lead, mentor, and develop a high-performing team who create service standards to ensure regional teams are equipped to meet the evolving needs of the business.
- Strategic Partnership: Collaborate with client services functional leaders around the globe to align departmental strategies with organizational goals, ensuring a prioritized 2-3 year roadmap to track initiatives.
- Performance Management: Leverage data and insights to create performance metrics and establish a culture of continuous improvement to achieve service delivery expectations. Partner with the Client Service functional leaders and VAS/CMS/CP service experience functions, to continually maintain and enhance the client experience. Ensure areas where we are not meeting expectations have mitigation plans and learn from where we are exceeding performance to scale best practices.
- Process Optimization: Lead the development and implementation of globally consistent process, tools, and standards, in partnership with the global transformation and service experience functions.
- Risk Management: Identify potential process risks and develop strategies to prevent or mitigate their impact on the organization. Track risks and controls in the enterprise risk management tool to ensure appropriate visibility for informed decision making.
- Learning and Development: Collaborate with training and regional teams to ensure clarity and understanding of new processes and standards among regional team members.
- Experience in a senior leadership role, within a matrix management environment
- Demonstrated ability to lead and inspire a high performing team
- Proven track record in leading and inspiring successful outcomes, removing barriers, and ensuring value inclusivity and diverse thinking
- Extensive knowledge of Client Services preferably within financial services
- Strong understanding of process improvement methodologies and performance management systems.
- Exceptional communication and partnership skills.
- Ability to analyze complex data and provide strategic insights.
- Break down silos to work collaboratively, globally, and cross functionally, whilst delivering as one team at Visa with service experience at the heart of everything we do
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.
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.