Visa is looking for a Senior Director Client Services (Russia).
Job Description:
The Senior Director Client Services Russia:
- Is part of the CEMEA Client Services team (CS); a professional services organization comprising 90+ permanent employees
- Has the overall responsibility for the Client operational relationships within their markets and is recognized as the Visa authority on the Clients, and markets’ operational and processing business
- Directly leads the Russia Client Success team (Account Management). A team comprising 6 permanent employees based in Moscow. The team is responsible for overall operational relationship and support for all Russian clients (including traditional banks and non-traditional players like Fintechs), client operational performance improvement and delivery of CS and market targets
- Indirectly leads the other CS team members who are in the Russian market and represent various CS sub-teams in the region (i.e. Implementation, Visa rules & Compliance, Client Resolution, other)
- Provides: functional and technical leadership for all operational activities for Clients and Key internal stakeholders, orchestrating cross-functional and cross-regional collaboration to deliver services to Clients, driving client experience improvement strategies, deploying 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-report and global cross functional staff and management to ensure effective resolution of client operational issues which may have significant financial implications or lead to risks for clients’ processing continuity
- Builds a strong and cohesive team by providing leadership to People Managers and Individual Contributors 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 Russia clients to key internal stakeholder organizations including, but not limited to Business Development, Solutions, Merchant Sales&Acquiring, Risk, 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
Responsibilities:
- Provides leadership, strategic direction and management for a team of individual contributors and people managers, establishing a client-centric, performance-based culture
- Directs CS resources located in Moscow to ensure that key Russia strategies are successfully executed and that business goals are supported in a cost effective, timely manner, resulting in high level of client satisfaction
- Ensures the team is broadly engaged with all internal stakeholder organizations including broader CS, Business Development, Solutions, Risk, Merchant Sales & Acquiring, Risk, Legal, Network & Processing, other teams
- Demonstrates continuous improvement of client operational performance, cost effectiveness & compliance in delivery of services to Visa clients
- Maintains and builds rapport with CS teams across all other Visa geographies to exchange, learn and leverage best practices and augment with professional practices from other leading companies, as well as represent the region on key CS strategic initiatives
- Drives creation and delivery of opportunities for optimizing Clients’ operational performance for the mutual benefit of Clients and Visa – Authorization approval rates, Value Added Services, other
- Provides thought leadership for matrixed CS client facing functions to ensure alignment with Client and market needs
- Responsible for resource and budget forecasting to accomplish deliverables
- Internal and external escalation point for critical operational decisions affecting cardholder and merchant acceptance
- High effect on Visa revenue and expenses as related to Client, client satisfaction & retention, client processing effectiveness, new product & service roll out and changes
- Influences decision makers at staff, senior and executive management levels within Client and Visa organizations (where applicable)
- Drives problem and communication management for any critical issue affecting Client, or Client issue affecting Visa. Due to size and diversity of clients, issues are complex and cross multiple parts of the Visa and Client organization
- Provides senior leadership within CS CEMEA with direct responsibility for a team of 6 plus indirect responsibility for all other CS staff located in Moscow
- 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 & 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
Qualifications:
Professional:
- 10+ years functional experience within operations department in such industries as banking/ telecom/e-commerce
- Experience within client services, customer experience, service quality
- People management leadership experience
- Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
- Bachelor’s degree or equivalent
- Fluent English and Russian
Nice to have:
- Knowledge of Visa systems including authorization & clearing systems, client connectivity, incident management
- Knowledge of payments network and processing services
- Working knowledge of Client business drivers for their operations and processing businesses
- Knowledge of Account Management
Key skills required:
- 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
- Crisis/incident management