Global Client Care collaborates with issuers, acquirers, processors, and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations, product support, back-office support, and customer performance reporting. This critical operational Senior Director role leads our Managed Services team, providing services on behalf of our clients to their cardholders, and serves as the Site Leader for other client care teams in the building, such as Disputes and Client Resolution. The role is responsible for developing departmental strategy, transforming operations for excellence, ensuring contractual compliance, owning P&L;, and contributing to our 2030 strategy focused on automation, AI, and self-service. The role emphasizes cutting-edge payment solutions, including ecommerce, virtual wallets, and mobile products. - Provide strategic leadership and management for GCAS, Digital, and potentially, Specialty Services teams. - Manage local operations for teams reporting into other parts of Client Care, such as disputes, CMS, and Client Resolution. - Oversee a multilingual team working in English, Spanish, and Portuguese. - Develop a strong leadership pipeline with succession planning. - Foster a customer-centric, performance-based culture focused on outcomes and world-class service. - Lead technological initiatives aimed at improving customer experience, operational efficiency, revenue, and satisfaction. - Ensure all tools, processes, procedures, documentation, and staffing are aligned to support scalable, successful deployments. - Be accountable for client satisfaction and customer experience excellence. - Represent the client's voice within Visa concerning GCAS and Digital services. - Build positive relationships with senior leaders and stakeholders in Bogotá. - Maintain a revenue-focused mindset. - Contribute to the Visa Managed Services Client Care leadership team. - Advocate for optimal product use and performance, providing insights for best-in-class payment experiences. - Design service operations to meet Visa’s consumer-facing needs. - Ensure timely resolution of client issues, collaborating across functions as needed. - Develop and implement industry-leading service models, including self-service, impacting P&L.; - Manage P&L; for a location with multiple business lines. - Report to the VP of Visa Client Care and lead a global team of 60-100+ members. - Position based in Bogotá, Colombia, with occasional travel. - This is a hybrid role, requiring presence in the office on Tuesdays, Wednesdays, and Thursdays. - Requirements include a Bachelor's degree or equivalent; an MBA is strongly preferred. - Strong background in PMP, Agile, or Six Sigma methodologies. - 15+ years in customer service, including 5+ years leading large global teams in financial services. - Proven leadership, strategic thinking, and results-driven track record. - Ability to build and develop teams, influence in a matrix organization, and adapt to various situations. - Experience in business strategy, organizational transformation, change management, and digital tools. - Excellent communication, negotiation, and leadership skills. - Self-motivated and driven. Visa is an equal opportunity employer, considering all qualified applicants without discrimination and in accordance with EEOC guidelines. #J-18808-Ljbffr