Sr. Director of Business Operations and Strategy, NA Client Service

Visa•Miami, FL

10h•Hybrid

About The Position

The NA Client Services Sr. Director of Business Operations and Strategy is a key regional leadership role and is a member of the NA Client Services Leadership Team, reporting to the NA regional SVP. The individual is responsible for managing multiple regional level programs and projects, and for driving regional success in support of global initiatives. Responsibilities include. lead the revenue transformation initiative, track and report revenue, manage the group's KPI’s with their scorecards, support regional NPS strategy, lead regional Operational Excellence initiatives, and closely work with the region’s SVP in identifying and managing key business priorities. Additionally, the individual will support the Client Success teams on new products, services and/or initiatives. Lead global operational initiatives for the region, including global communications, global planning and reporting, audit & compliance, Operational Excellence among others. Lead the regional’s revenue transformation initiative, which involves solutions definition, pricing committee approvals, internal and external training, and marketing and positioning solutions offered to transform the organization into a revenue-generating service center (profit center). Develop and maintain the Client Services revenue service plan, which includes profit & loss management and reporting, and automate the current billing process. Assist in developing the new Client Services offerings by working with the business planning and operations team to establish the requirements for the region. Work with the Client incentive team to develop solution services (consulting) that can be offered as Value-In-Kind (Value-Added Services) that business teams can include in the initial business opportunity (Structuring Stage of the business opportunity). Develop an initiative to socialize the new Client Services product service offerings to the region’s sr. management and the various Sales Teams to align the organization to the region’s business strategy. Create and maintain monthly and quarterly regional scorecards with key KPIs for both Client Services and each functional team. Lead OKR reporting for the region, in alignment with global OKR reporting and tracking. Lead improvements to regional client surveys and manage outcomes with related actions. Act as the liaison between NA Client Services and external groups for any global initiative brought to the NA region. Initiate, manage and report key strategic Client Services initiatives and/or projects across NA as required. Manage Client Services Employee Engagement results and provide actionable steps for improvement to the region’s SVP. Manage a Client Services newsletter that will be distributed to our regional team, and internal stakeholders, as a way to continuously promote Client Services within the region. Provide leadership and direction in business priorities and ensure successful execution of global and regional strategies. Drive process improvements to optimize operations between the Sales Teams and Client Services’ functional teams, by leading cross-functional regional and/or geographic process improvement initiatives. Provide internal compliance guidance by working with cross-functional teams to ensure highest internal audit ratings. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Requirements

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
Payments industry experience required (i.e. acquiring, issuing, processing, operations, systems, etc.).
Strong demonstrated experience in strategy business planning, revenue service planning & generation, profit & loss management, technical support & operations, and project management.
Solid experience translating loose (often nebulous) thoughts into tactical plans
Proven ability to formulate strategy, drive change and deliver results across functions is critical.
Consulting skills and client engagement capabilities.
Strong financial acumen and analytical skills.
Proven track record of leading and driving teams to achieve and exceed established goals.
Strong commercial acumen and solid business judgment.
Strong teamwork and collaboration skills with the ability to work effectively with inter-disciplinary groups.
Excellent written and verbal communication skills.

Nice To Haves

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

Responsibilities

Lead global operational initiatives for the region, including global communications, global planning and reporting, audit & compliance, Operational Excellence among others.
Lead the regional’s revenue transformation initiative, which involves solutions definition, pricing committee approvals, internal and external training, and marketing and positioning solutions offered to transform the organization into a revenue-generating service center (profit center).
Develop and maintain the Client Services revenue service plan, which includes profit & loss management and reporting, and automate the current billing process.
Assist in developing the new Client Services offerings by working with the business planning and operations team to establish the requirements for the region.
Work with the Client incentive team to develop solution services (consulting) that can be offered as Value-In-Kind (Value-Added Services) that business teams can include in the initial business opportunity (Structuring Stage of the business opportunity).
Develop an initiative to socialize the new Client Services product service offerings to the region’s sr. management and the various Sales Teams to align the organization to the region’s business strategy.
Create and maintain monthly and quarterly regional scorecards with key KPIs for both Client Services and each functional team.
Lead OKR reporting for the region, in alignment with global OKR reporting and tracking.
Lead improvements to regional client surveys and manage outcomes with related actions.
Act as the liaison between NA Client Services and external groups for any global initiative brought to the NA region.
Initiate, manage and report key strategic Client Services initiatives and/or projects across NA as required.
Manage Client Services Employee Engagement results and provide actionable steps for improvement to the region’s SVP.
Manage a Client Services newsletter that will be distributed to our regional team, and internal stakeholders, as a way to continuously promote Client Services within the region.
Provide leadership and direction in business priorities and ensure successful execution of global and regional strategies.
Drive process improvements to optimize operations between the Sales Teams and Client Services’ functional teams, by leading cross-functional regional and/or geographic process improvement initiatives.
Provide internal compliance guidance by working with cross-functional teams to ensure highest internal audit ratings.