Team Summary
Client Services (CS) 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 and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, enabling our client facing teams to deliver and scale new products, services and initiatives into the market.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Business Strategy and Operations Director does at Visa:
The role of Business Strategy and Operations Director for Client Services (AP) is a key role that is responsible for a wide range of activities required to support the AP Head of Client Services in delivering against regional and global priorities. The role is based in Singapore and provides an excellent opportunity to gain a broad strategic overview of Visa’s business. It will involve close collaboration with the Client Services Leadership Team as well as strong partnership with other functional leaders across Asia Pacific.
Specific responsibilities span across the following key areas:
- Drive end-to-end management of Client Services Objectives and Key Results (OKRs) – collaborate with CS Leadership Team and other global as well as regional stakeholders to facilitate OKR targets each year. Establish accurate tracking capabilities to measure performance against targets.
- Reporting on business performance through Monthly Business Reviews. Partner with relevant people to understand any variances to targets and provide clear insights into improvement opportunities.
- Establish a robust operating rhythm with Client Success Cluster Leads to track key performance metrics and support the program management of strategic Client Success initiatives.
- Manage revenue generated through the Visa Online Access Fee including billing, forecasting, budget setting and careful management and tracking of fee waivers.
- Create materials and content for monthly business reviews, monthly staff newsletter, Town Halls, executive updates, CSLT and department meetings, and other key updates as appropriate.
- Work with AP leadership team, AP Pricing Team and Global CS Pricing on socialization of new Client Services product and pricing changes that drive revenue growth for the organization. Partner with other functional teams to promote revenue generating services to our clients. Develop capabilities to track revenue performance against budget and targets.
- Partner with the Finance Business Partner and CS Leadership Team to build the annual revenue and expense budget. Demonstrate a strong understand of the revenue and expense drivers and articulate risks and opportunities that may impact budget performance.
- Drive operational resilience by partnering with Risk and other internal CS Teams to facilitate crucial risk requirements such as Business Continuity exercises and Risk as well as Control Self Assessments.
- Partner with Global Service Excellence Team to drive key process improvement initiatives that will create efficiencies, improve the customer experience and reduce cost.
Why this is important to Visa
The candidate will play a key central role in driving business effectiveness through a best-in-class project and program management capability, ensuring successful execution of strategic plans across the region and provide support to the SVP Client Services (AP) and the broader AP Client Services Leadership Team.
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.
