*Common Purpose, Uncommon Opportunity*. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the*common purpose*that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an*uncommon opportunity*to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
*Position Summary*
* Is part of the Client Support and Implementation (CSI) team; a professional services organization recognized as the Visa authority for Client operational business within Visa and the business units of Client organizations
* Has the overall responsibility for the Client operational relationships for India/South Asia and is recognized as the Visa authority on the Clients, and the markets’ operational and processing business
* Provides functional and technical leadership for all operational activities for Clients, orchestrating cross-functional delivery of systems and services to Clients; deploys client support strategies that preserve Visa and client expertise while delivering effective, efficient and consultative support and project management that aligns to Visa and Client business goals and objectives. This involves post-sale implementation, technical and product support to the client base.
* Provides leadership to direct reports and cross-functional staff and management to ensure effective resolution of processing and business issues with potential of significant financial implications. Builds a strong and cohesive team by providing leadership to Individual Contributors, and staff through coaching, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures
* Ensures that the team provides leadership and consulting related to clients/market to internal stakeholder organizations including: Sales, Product, Systems, Risk and Legal
* Establishes and fosters relationships with Client and internal stakeholders at all levels of staff, senior and executive management. Provides thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support
* Is the voice of CSS within the India/South Asia Leadership Team and champions/aligns market strategies with CSS objectives and goals
*Main Duties & Responsibilities*
* Provide leadership, strategic direction and management for to the local CSI Team, establishing a customer focused, performance based culture
* Direct in-market Client Support resources to assure that all Product, Sales and Client goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction.
* Successfully translate broad strategies into specific objectives and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders.
* Ensure the Client Support team provides the necessary leadership and consulting related to local Clients/country to internal stakeholder organizations including CSS, Sales, Product, Systems, Risk and Legal.
* Establish and fosters relationships with Clients and internal stakeholders at all levels of staff and senior management.
* Support local Client Sales Teams with their sales efforts.
* Direct Implementation Services projects for country to ensure that all Product and Sales goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction.
* Define scope and support efforts to develop project plans and identify project team resource requirements. Work with implementation staff to establish project milestones, dates, deliverables and contingencies.
* Recognize unique Client requirements or special project considerations and work with project resources to resolve issues and mitigate risk. This is essential in meeting the Client’s expectations without over committing Visa’s resources.
* With the assistance of the Regional Implementation Head, negotiate and secure resources required to complete projects
* Coordinate Business resources as well as Client and other project managers involved in projects.
* Act as an escalation point for Client resources and executives.
* Direct efforts of other Implementations staff on more unique market projects.
* Escalate projects that are in jeopardy and work with executive management within Visa and the Client organization as appropriate to make decisions and bring appropriate resources to bear to resolve issues.
* Ensure required project documentation is completed and maintain for historical records and auditing purposes.
* Maintain current knowledge of technologies, products, services, methods and applications and implement new approaches and practices as required.
* Maintain and build rapport with Regional peers and other Client Support teams across Visa Inc. to exchange, learn and leverage best practices.
*Key Relationships and Interactions*
* Reports directly to the Vice President for Client Support and Implementations - AP
* Interacts closely with other AP CSI team leads and non-NA counterparts
* Key internal stakeholders include the GCM and Country Managers for the region
* Requires interaction with resources at all levels of the organization, both internally at Visa and externally with the Client, ranging from individual contributor project resources to executives (Visa Sr Directors/Executives and Client CEO/CIO/VP etc).
* Must be able to influence decisions through a combination of negotiation and consultative input.
* Establishes self as the CSI market liaison and go-to resource for India/South Asia with key business unit leaders within Visa.
* Direct management of team of professional individual contributors and cross functional management of staff and managers offering support for India/South Asia clients
*Key Competencies*
* Strong client, processor, and end-user focus – client driven
* Strong collaboration and teamwork
* Expert business strategy and deployment skills
* Proven ability to make sound business decisions
* Excellent analytical and numerical skills
* Strategic thinking
* Ability to apply understanding of systems and processes coupled with analytical ability to solve complex problems involving interfaces between various systems with-in organization
* Strong negotiation skills
* Ability to sell a vision to others
* Able to identify key players for specific taskforces, as needed, and to manage high performing teams without direct authority over staff
* Ability to maintain a courteous and professional demeanor in all dealings
* Excellent organizational skills
* Strong English, written and verbal communication required
* Excellent presentation skills
* Travel will be required
* Qualification *
*Professional:*
* Country market and regulatory knowledge and functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services
* Experience managing a team of technical and/or professional services professionals
* Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels.
* 10 years of progressive leadership experience and in client-facing roles in the payments industry preferred
*Technical:*
* Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Service.
* Working knowledge of payments network and processing services – message routing, STIP,
clearing and settlement.
* Working knowledge of Client business drivers for their operations and processing businesses.
* Transaction processing
* Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
* Strong knowledge of key technical specialties supported within specific markets.
* Technology expert in the field of retail payment processing with extremely good understanding of technology systems, operational processes, business objectives and regulatory and risk aspects of digital retail payments business.
*Business:*
* Ability to lead and drive cross-functional ad-hoc team to achieve and exceed established goals and objectives
* Customer service and client focus
* Excellent project management skills
**Job:** **Account Management*
**Organization:** **Client Support Services*
**Title:** *Sr. Director*
**Location:** *India-Maharashtra-Mumbai*
**Requisition ID:** *170589*