Vice President, Client Care and Site Leader, Pasay

Job Description

What a VP, Client Care and Site Leader does at Visa:

• Day to day leadership of Client Care service teams to provide world-class, differentiated service, with direct accountability for Commercial and Money Movement Service staff and Client Care Risk Services in Pasay.
• Ensure timely and effective resolution of client queries, collaborating with other functional groups as needed, delivering against client service level agreements and metrics
• Responsible for maintaining best in class employee engagement for over 700 team members, driving workplace wellbeing, talent development and a culture of inclusion and diversity
• Site leader for the Manila site of 1,000 employees including lead for Business Continuity and community liaison with key external stakeholders
• Develops and mentors the Pasay leadership team comprising of cross-functional leaders
• Leads operational excellence and ongoing process optimization initiatives
• Responsibility for annual operating plan and delivery of revenue growth goals

What you will need:

• 15+ years of experience in a product, service, or project management environment
• 10+ years of leadership experience in Customer Services and or Contact Center operations with teams of 500 + employees
• In-depth functional and industry experience and expertise of customer care industry, best practices, metrics, processes, products and infrastructure
• Commitment to exceptional customer care and client support and the ability to develop and deliver metrics to achieve this
• A proven track record of using technology, such as AI and automation, and process reengineering to enhance productivity and customer satisfaction
• Experience in financial services, fintechs, telecom, retail and ecommerce will be an advantage.
• Natural collaborator, with excellent communication skills including world class presentation skills and the ability to demonstrate effective communication at all levels of the organization
• Disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to Visa.
• Relationship building and management both internally and externally
• Ability to lead business development, product development, sales and support efforts
• Ability to work on highly complex issues with broad technical or strategic implications for Visa
• Team management in an ever-changing environment, including ability to manage remote teams
• Must be a self-starter and highly motivated business oriented independent thinker
• Bachelors Degree required, Graduate School/ MBA preferred