Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.
What a Head of Onboarding & Implementation, Client Services Asia Pacific does at Visa:
- Achieve onboarding & implementation revenue targets, while adhering to the expense budget.
- Lead complex, multi-layer, cross-cultural implementation teams to support multiple projects while exceeding customer expectations as measured by NPS.
- Directing and leading the team to successfully complete over 1,000 projects annually withing the expected duration (blueprint).
- Lead a multi-country technical team with 100+ people including 5 Sr Directors responsible for Licensing, Implementations, Configurations, Testing and Contract Management.
- Work closely with cross-functional teams and other ancillary (Client Services, Product, Technology, 3rd party providers, Sales) teams to understand dependencies/requirements and ensure alignment for best-in-class service.
- Activate and lead a strong reporting and analytics culture across the team to support growth, capacity planning, and metrics (project timelines, time to revenue, productivity, throughput, etc.).
- Serve as a mentor/coach to support professional development within the team.
- Serve as an escalation point for complex issues encountered by team members.
- Actively participate in non-standard, complex projects/initiatives supporting AP and client strategic/tactical priorities.
- Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
- Build and enhance positive working relationships with internal and external stakeholders.
- Coordinate and influence internal and external resources to ensure delivery on commitments.
Why this is important to Visa
Client Services is accountable for delivering a world class service experience to our clients that begins pre-sale and continues through onboarding, implementation of new products and services, issue resolution and optimising for client success. We operate in 50 locations across the globe and operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.
