Director, Client Services – Acceptance Solutions

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Team Summary

CyberSource, a Visa company, is a global leader in eCommerce payment management. CyberSource has been one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, CyberSource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems.

What Client Services Director-CyberSource does at Visa:

The Director, Client Services, based in Tokyo Japan, will be responsible for leading a team of Client Services Acceptance Solutions team in Japan and will report to the Senior Director, Client Services Japan, with dual reporting line into Senior Director/Client Services Acceptance Solutions team in Singapore. The role will require you to directly interact and persuade senior leadership/executives and cross-functional teams to implement changes that will improve the overall customer experience.  The position will have responsibility to support the team and CyberSource clients by interacting directly with new and existing customers, business & technology partners and multifunctional Visa & CyberSource internal stakeholders. The Director will also be responsible for supporting high profile customers to ensure they are receiving the most comprehensive support possible.   

The expectations of this role include the following but is not limited to:

• Facilitate strategic development and thought leadership for technical support
• Lead a team responsible for the portfolio of Japanese clients/customers
• Support technical and business questions regarding the CyberSource products and connection methods
• Define, manage and implement strategic support projects including requirements gathering, prioritization within the organization, cross-functional execution, and innovative solution development
• Develop and deploy, in conjunction with managers, peers, and the various Product offices, the technical support strategy for assigned Asia Pacific clients
• Communicate and evangelize changes to executive management and cross functional teams
• Deliver award winning customer satisfaction
• Improve support efficiency defining and implementing process improvements
• Day to day tactical leadership of enterprise technical support in line with CyberSource/Visa product objectives
• Develop talent within the team and global training services to provide world-class, differentiated service, best in class work environment for enterprise support
• Manage the team to follow consistent processes and use of tools
• Manage the team to meet all financial goals
• Ensure timely and effective resolution of merchant queries, collaborating with other functional groups as needed, and consistent with enterprise technical support metrics
• Establish and maintain strong relationships with global CyberSource/Visa staff in Client Services, Product, Technology/Operations, and Sales

Why this is important to Visa

CyberSource is part of Visa’s value-added services strategy to bring seamless payment experiences to sellers and resellers around the globe. We continue to transform our client service models and this role will help ensure that we continue to have best in class client servicing and delivery in the Asia Pacific region to help build and grow strong client partnerships.

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.

Qualifications

What you will need:

• Bachelor´s Degree or Graduate School/ MBA preferred
• 10 -12 years of professional experience in a Customer Support/Account Management/Business Management role (out of which digital payment industry and 5 years demonstrated leadership experience)
• Proven ability to learn a technical discipline
• Knowledge of technical support industry, best practices, metrics, processes and infrastructure
• Knowledge of financial services and payment industry
• Proven ability of managing Key Accounts
• Ability to lead business development, product development, sales and support efforts
• Team management in an ever-changing environment: clients, products, sales priorities, financial needs
• Ability to manage multiple simultaneous tasks
• Must be a self-starter and highly motivated business oriented independent thinker
• Commitment to exceptional technical support and managed services and ability to deliver
• Ability to develop metrics and achieve them
• Knowledge of payment and risk management systems and industry
• Relationship building and management both internally and externally
• Capable of developing a deep level of knowledge on supported products/services
• Strong leadership skills, influencing and negotiating skills, highly effective communicator
• Excellent communication skills including the ability to effectively communicate both internally and externally, and within all levels of the organization
• Strong written and verbal language skills in both English and Japanese
• Strong capability to develop clear and persuasive communications and presentations both horizontally across the organization as well as vertically
• Proven strategic skills with the ability to identify connect and communicate opportunities that achieve objectives

What will also help:
A preferred candidate would have a broad operational experience relating to credit card operations both issuing and acquiring and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs. The ideal candidate would lead by example, taking accountability to organize across the company and deliver at the highest standard.


Projects you will be a part of:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa, engaging with the hub and in-country teams to expand the business in Asia Pacific. Working with regional and global client services counterparts to deliver a seamless client experience. Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives.

Additional Information

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.