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 DescriptionWhat a Director does at Visa:
The Client Services Director will lead a high-performing customer service organization, driving operational excellence, transformation initiatives, and strategic project execution. This role is responsible for managing large-scale contact center operations, enhancing client and consumer experiences, and delivering measurable business outcomes. The ideal candidate will bring deep expertise in contact center management, transformation leadership, and project delivery within a global financial services environment.
Key Responsibilities:
Operational Leadership
- Lead and motivate a team of contact center managers and frontline associates to deliver world-class customer service.
- Oversee day-to-day operations, ensuring service level adherence, budget compliance, and performance against key metrics such as handle time, overtime, and customer satisfaction.
- Partner with workforce planning teams to ensure 24/7 support coverage and optimal resource allocation.
- Implement emergency procedures and direct work when emergency situations arise.
Transformation & Strategy
- Drive business process optimization and transformation initiatives to enhance client and employee experience.
- Develop and implement scalable service models, including automation, AI, and self-service technologies.
- Lead organizational change management efforts and contribute to the broader strategic goals of Visa’s 2030 vision.
Client & Stakeholder Engagement
- Act as a liaison between Visa and client institutions, ensuring alignment of service delivery with client expectations.
- Represent the voice of the client across internal teams and advocate for optimal product usage and customer experience.
- Support business development efforts through consultative insights and technical expertise.
People Development & Culture
- Inspire and develop leaders within the team, fostering a culture of accountability, empowerment, and continuous improvement.
- Promote employee engagement and career growth through coaching, feedback, and structured development plans.
- Model Visa’s leadership principles and reinforce a customer-centric, performance-based culture.
Governance & Compliance
- Ensure compliance with key controls, data privacy, timekeeping, and audit requirements.
- Own P&L responsibilities and contribute to financial planning and reporting.
What you will need:
- Bachelor’s Degree required; MBA or advanced degree strongly preferred.
- 12-15+ years in customer service/contact center operations, with at least 5 years in a leadership role managing large global teams.
- Proven track record in transformation leadership, project management (PMP, Agile, Six Sigma), and strategic execution.
- Experience in financial services, digital customer care technologies (chat, social media, WhatsApp), and self-service tools.
- Strong analytical, strategic thinking, and decision-making capabilities.
- Exceptional communication, presentation, and stakeholder management skills.
- Ability to lead cross-functional teams and influence in a matrixed organization.
- Should be able to travel when needed
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.
Top Skills
What We Do
At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. As our products and technology have evolved with the world, Visa remains ubiquitous, reaching new customers in new and often invisible ways. We are at the center of this digital revolution with a network that connects people with over 80 million businesses all over the world. And Visa’s network is expanding, accelerating our growth. Our resilient business model, with its strong track record of success, will provide you with amazing opportunities to grow in your career, as well.
We are looking for people like YOU. Come join a people-centric company where you can invest in your career.
For more information, visit visa.com/about, visacorporate.tumblr.com and @VisaNews on Twitter.
Why Work With Us
Our employees are our company. Creating an inclusive and diverse workplace has been our key priority. With our purpose to “uplift everyone, everywhere” as our guide, we’re building an environment where diverse backgrounds and perspectives are celebrated and drive success inside our company and out in our communities.
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