Sr. Director, Head of Managed Services, CEMEA

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

Visa Consulting and Analytics, the consulting arm of Visa, is a global team of industry experts in strategy, marketing, digital, operations, risk and economics consulting, with decades of experience in the payments industry. 

As part of its Advisory business, VCA has a dedicated Managed Services team which is a full cycle solution for the implementation and execution of enterprise programs and portfolio strategies, ensuring strategy implementation through profitable lifecycle marketing campaigns, project management and portfolio management execution. The Managed Services teams is also responsible for the technical implementation of solutions and capabilities at Visa’s clients. Managed Services acts as a true extension of Visa Clients’ team bringing together expertise, capabilities, resources and scale to enhance performance and increase profitability. 

The Senior Director will lead the Managed Services team and will be a member of Visa Consulting & Analytics (VCA) leadership team. This person will play a key role in leading and scaling the Managed Services capabilities, including technology implementation. The role will require close collaboration with VCA practice area leads, data science & engineering, VCA geographical leads as well as executives and business leaders across Visa’s organization. The position will be based at Visa’s CEMEA Market Support Center (HQ) in Dubai.

Specific Responsibilities Include:

• Develop and execute the strategic plan for the managed services business, aligning it with the overall business goals of Visa & Advisory
• Scale the VCA Managed Services business across CEMEA
  • Drive and be accountable of Managed Services revenues targets across the region
  • Support the execution, scaling and packaging of existing Managed Services offerings, including but not limited to project management, partner engagement, client pitches and delivering on internal processes
  • Identify and develop new Managed Services offerings to drive tangible commercial impact, secure active stakeholder buy-in and provide a clear actionable path across stakeholders to launch offering
  • Identify, evaluate and actively managed suppliers to support delivery of Managed Services
• Scale the VCA Technology Practice under managed services
  • Expand VCA Technology areas of support (included but not limited to Data Infrastructure, Mobile Banking Development, Implementation of Visa Products, Cards Operations etc.), developing potential offerings and go to market in close collaboration with other practices, VCA geographic leaders and other Visa function
  • Support the implementation of selected Visa solutions in client environment
  • Identify potential partners functional to the delivery of technology projects
• Drive commercialization and be accountable for revenues for VCA Managed Services
• Oversee the delivery of managed services to ensure they meet client expectations and contractual obligations. This includes managing service level agreements (SLAs), key performance indicators (KPIs), and ensuring consistent service delivery
• Coordinate with global counterparts in other VCA global regions to facilitate the share of experience, experts and partners in the Managed Services and Technology space
• Lead, mentor, and develop the managed services team, fostering a culture of continuous improvement and professional growth. Ensure the team has the necessary skills and resources to deliver exceptional service
• Drive thought leadership in the space of Managed Services and Technology with creative, but highly practical and implementable solutions to the challenges faced by VCA
• Develop clear, simple and impactful executive level communications, with a strong ability to persuade and influence senior decision makers
• Build capabilities across the organization and across the markets served by VCA CEMEA
• Demonstrate outstanding people skills including coaching and inspiring team members, supporting colleagues and acting as a magnet for future top talent to the VCA team.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Master’s degree from top-tier institution or similar academic experience required
15+ years of relevant industry experience required, including material experience in management consulting and Retail banking, better if in the payments space
Solid experience in the in both managerial and executional roles, especially in domains such as Data Infrastructure, Digital Stack, CRM etc.
Strong financial services industry experience preferred
Comfortable with a minimal amount of direction and high expectations
Strong people and communication skills to navigate across teams and varied levels
Regional experience in multiple CEMEA markets is required
Language capability – English required, Russian and or Arabic would be beneficial
Mobility is important, role involves high frequency of travel