About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

You will be responsible for providing leadership, inspiration, and direction to the Client Resolution team, ensuring that team members have the information, tools, and resources needed to deliver exceptional results to their clients. The role requires thought leadership and a keen insight into service delivery and support trends and industry best practices. You will forge strong relationships with business partners across CS, Sales, Product, Risk, and Technology.

Responsibilities

• Lead, coach, and develop a team of analysts and consultants, supporting individuals at various stages of their career.
• Provide strong people leadership, fostering a customer-focused, performance-driven, and client-centric culture.
• Drive continuous improvement and process streamlining to enhance service quality, operational efficiency, and NPS results.
• Ensure client feedback and lessons learned are captured, analysed, and converted into meaningful actions to improve the client experience.
• Oversee day-to-day team performance, using data to identify trends, risks, and opportunities for improvement.
• Prepare and present clear performance summaries, trend reports, and insights to the Senior Director and other senior stakeholders.
• Act as the primary escalation point for internal and external complex issues, providing expert guidance on critical or sensitive matters.
• Manage internal escalations effectively, ensuring issues are addressed collaboratively and with urgency.
• Serve as a point of contact for high-impact or complex incidents, supporting crisis management activities when required.
• Required to provide out-of-hours support during crisis events to ensure team’s operational resilience responsibilities are fulfilled.
• Support frontline agents and consultants with mentoring, coaching, and guidance on technical and client-related challenges.
• Build strong relationships with senior stakeholders across Product, Sales, Customer Success, Operations, Finance, Billing, and Third Line teams.
• Lead operational initiatives, special projects, and client-driven continuous improvement efforts across the Global Client Resolution organisation.
• Deliver QBRs, MBRs, and Management Information (MI) to clients and internal senior stakeholders.
• Re-imagine and enhance the client experience by adopting leading-edge technologies, agile methodologies, and modern service models.
• Remain current on industry trends, competitive landscape, and emerging client needs to inform operational and strategic decisions.
• Provide strategic guidance to ensure processes, tools, documentation, and staffing levels support outstanding client resolution performance.
• Lead and influence cross-functional collaboration to ensure exceptional service delivery, even in areas beyond payments (industry background is not mandatory).
• Ensure operational consistency and alignment with global standards across regions in a follow-the-sun model.
  
  

This is a hybrid position. Expectation of 3 days in the office.

Qualifications

• Proven experience leading operational or service teams, ideally within client-facing environments; payments experience a plus but not essential.
• Background in customer service, client support, or issue-resolution functions, with a strong focus on delivering high-quality client experiences.
• Demonstrated ability to inspire and manage high-performing teams, driving engagement, accountability, and continuous improvement.
• Strong experience fostering a client-first culture, empowering staff to deliver excellent service at every interaction.
• Proven track record of supporting or delivering complex operational or technical programs.
• Strong troubleshooting capability, with the ability to interpret data, logs, and issue patterns to drive root-cause resolution.
• Proficiency in data-driven analysis, identifying performance trends, and making informed operational decisions.
• Excellent communication skills, including the ability to deliver executive-level written and verbal communication and clear summaries of complex information.
• Strong influencing and relationship-building skills, including experience collaborating with senior and executive stakeholders.
• Demonstrated ability to manage both short-term priorities and long-term strategic goals.
• Ability to work across organisational boundaries, collaborating effectively with Product, Sales, Operations, and Technical SMEs.
• Resilient, agile, and comfortable leading teams through change and operational transformation.
• Experience with crisis management or high-severity incident handling is an advantage
  
  

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.