VP, Head of Client Services, SSA at Visa

Job Description And Responsibilities:

• The VP, Head of CS SSA is accountable for the Client service experience for all Sub-Saharan and African clients and is a member of the SSA Business Leadership Team and the CEMEA Client Services Leadership team.
• The role also dual reports to the SSA Group Country Manager and the CEMEA CS SVP. The role covers 49 countries which is the largest territory and the biggest number of clients to cover within CS.
• This leader is responsible for a team of 20+ people and is responsible for service delivery of new products, onboarding new clients, implementations, operational support, issue resolution and client success.
• In addition to setting the Services strategy for the SSA region, this leader ensures the team partners with key internal stakeholders in other sub-regions, sales, product, technology, finance, risk and legal to deliver outcomes for all clients.
• This leader is the Visa authority for our clients’ operational business within Visa and with our clients. The VP, Head CS SSA Lead is responsible for building effective partnerships with Country Managers to support the country growth strategies.
• They must build and develop a cohesive high performing team, set strategic direction, and apply working knowledge of Visa and Visa products, systems and procedures to improve the client experience.
• Similarly to their peers in other regions (VP LAC SOCO CSM Lead, VP Brazil CSM Lead, VP India CSM Lead, VP China CSM Lead), the role is highly complex when it relates to managing stakeholders, influencing without authority and managing client relationship in often challenging environments.

Qualifications:

Principal Responsibilities/Key Results Areas :

• Establishes and fosters relationships with clients and internal partners at all levels, including executive management.
• Leads and inspires the CS SSA team, focused on delivering excellent client experience and optimizing our clients’ operational performance.
• Generate a compelling value proposition for CS employees in the workplace to drive a high employee engagement score across the SSA CS Team.
• Represents CS on the SSA Leadership Team and representing SSA on the CEMEA CS Leadership Team.
• Drives service strategy and revenue growth for the sub-region, leads budget creation and is accountable for revenue, expense and operational targets, and sub-regional scorecard.
• Manages all CS staff supporting to the SSA sub-region, some of whom dual report to other CEMEA CS functions, requiring close partnership and coordination with other CEMEA CS Leads.
• Performs as a leader and thought partner on cross-functional crisis management team as needed, often requiring leading through crisis that has no precedent.
• Directs Client Services and Project Management resources across the region to ensure that all Enterprise, Product, Sales and client projects are successfully deployed in a cost effective, timely manner, with a high level of client happiness.
• Drive creation and delivery of processing optimization models for clients and markets to ensure efficient and optimized transaction processing.
• Represents the voice of the client on all operational initiatives and issues with key internal partner organizations including CS, Sales, Product, Systems, Finance, Risk and Legal.
• Partners with CEMEA CS functions to deliver critical CS functional support in the sub-region.