Sr. Director, Client Success - Jpmc Team

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.

This role is part of NA National Client Support and Implementation 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 relationship with JPMorgan Chase and is recognized as the Visa authority on JPMorgan Chase's operational and processing business.
• Provides functional and technical leadership for all operational activities for JPMorgan Chase, orchestrating cross functional delivery of systems and services to JPM; 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.
• 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 CS within the National and CS Leadership Team and champions/aligns market strategies with CS objectives and goals?

Essential Functions

• Provide leadership, strategic direction and management for a team by establishing a customer focused, performance based culture.
• Directs Client Support and Implementations resources for the JPM Team to ensure that all Product, Sales and Client initiatives are successfully executed and that business goals are supported in a cost effective, timely manner, with a resulting high level of client satisfaction.
• Ensure the team is broadly engaged with all internal, global stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal
• Support Client Sales in sales efforts, providing service standards as required for the implementation and support of market specific products and services.
• Demonstrate continuous improvement of performance, cost effectiveness and compliance in delivery of support services to Visa clients.
• Maintain and build rapport with Client Support teams across all other Visa geographies to exchange, learn and leverage best practices and augment with professional practices of other leading companies.
• Drive creation and delivery of opportunities for optimizing Clients' operational performance for the mutual benefit of Clients and Visa
• Provides thought leadership for matrixed CS client facing functions to ensure alignment with Sales and client/market needs.
• Leverages and influences the resources within each Client Services functional, staff through business leadership.
• Responsible for resource forecasting to accomplish deliverables.
• Prime accountability for JPM satisfaction with client services and operational relationships in NA
• Develops and executes operational support services deliverables in client and account plan/strategies.
• Internal and external escalation point for critical operational decisions affecting cardholder and merchant and acquirer acceptance.
• High effect on Visa Inc. revenue and expenses as related to client, client satisfaction and retention, client processing effectiveness, new products/services roll out and changes.
• Influences decision makers at staff, senior and executive management levels within client and Visa organizations
• Drives problem and communication management for any critical issue affecting client, or client issue affecting Visa.  
• Key senior business leadership function within National Team with direct responsibility for a team of 6 individuals
• Performs new product/support impact assessments required to ensure overall effectiveness of the client support organization, creating or contributing to business cases as required.
• Role requires significant interaction and subject matter expertise in a number of broad areas with unique requirements across the globe (e.g., Market and Client business drivers, Product variations, BER support practices, Tools, Training, etc.)
• 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 senior executives

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.

Basic Qualifications

• 12 or more years of work experience with a Bachelor's Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD); or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

• 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD); PhD with 9+ years of experience
• In depth 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
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa.
• Customer service and client focus
• Internal and external stakeholder management
• Sales support
• Project management
• Strong oral and written communications
• Influencing and negotiation skills
• Complex analysis
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives.
• Executive presence
• Experience shaping and delivering professional services delivery strategy.
• Functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services.
• Experience leading and 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.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: 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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $163,600 to $225,000 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.