Senior Manager, Client Services & Risk Learning Partner

The Senior Manager, Client Services & Risk Learning Partner is a strategic learning advisor within Visa University, Visa's global learning and development function, reporting to the Global Head of Sales and Client Services Learning.

This role partners with senior leaders across Client Services and Risk to understand business priorities, identify skills and performance gaps, and translate them into effective learning and capability strategies. Rather than simply responding to training requests, the Learning Partner identifies the root causes of performance challenges and recommends the right combination of learning, tools, coaching, practice, and on-the-job support.

Key Responsibilities

Learning Strategy & Performance Consulting

• Develop learning and capability strategies aligned with Client Services and Risk business priorities, talent needs, and measurable performance outcomes.
• Act as a trusted advisor to senior leaders and People/HR partners, looking beyond training requests to identify underlying business and performance challenges and recommend the most effective solutions.
• Assess whether performance gaps relate to knowledge, skills, motivation, processes, technology, manager support, or broader organizational factors, and develop an appropriate response.
• Build alignment across business leaders, subject matter experts, learning teams, People/HR partners, and Visa University.

Learning Experience & Design

• Lead discovery and design discussions to understand business challenges, learner needs, required skills, and the behaviors employees need to demonstrate in their roles.
• Recommend learning approaches that combine formal learning with practical experience, coaching, feedback, peer learning, manager support, and opportunities to apply new skills on the job.
• Apply adult learning, instructional design, behavioral science, human-centered design, accessibility, and inclusive design principles to create effective and engaging learning experiences.
• Translate learning strategies into clear recommendations and design briefs for instructional designers, facilitators, external partners, and internal teams.

Technology & AI Innovation

• Partner with learning and technology teams to improve how employees discover, access, and apply learning through Visa's learning platforms and everyday digital tools.
• Identify and test opportunities to use generative AI and other technologies to improve the quality, relevance, scalability, and accessibility of learning solutions, while applying responsible AI, privacy, security, and accessibility standards.
• Use AI confidently in your own work to support analysis, problem-solving, and content creation while maintaining strong judgment and quality standards.

Portfolio, Partnerships & Impact

• Translate learning strategies into a clear portfolio of initiatives, establishing priorities, milestones, responsibilities, risks, and measures of success.
• Define success measures and use qualitative and quantitative data to assess capability growth, behavior change, adoption, performance improvement, and business impact.
• Support change and adoption through effective stakeholder sponsorship, communication, engagement, and reinforcement.
• Manage external learning partners when required and share insights, tools, and best practices across Visa University to strengthen learning and capability development.

Qualifications

• Demonstrated success as a learning strategist, performance consultant, capability leader, or senior learning partner in a complex, global, matrixed organization.
• Deep consulting experience in client-facing or professional services environments, with the ability to diagnose business and performance needs, challenge assumptions constructively, and influence senior stakeholders.
• Experience building enterprise or functional learning strategies, capability roadmaps, and blended learning ecosystems tied to business priorities and role-based proficiency.
• Strong learning design judgment, including discovery, design thinking, adult learning, behavioral science, practice and feedback, performance support, reinforcement, accessibility, and transfer to the job.
• Fluency across a modern learning technology ecosystem, such as learning experience and management platforms, content and curation tools, knowledge platforms, digital adoption tools, collaboration platforms, simulations, assessment, analytics, and skills technologies.
• Hands-on, responsible use of generative AI and AI-enabled learning tools, with examples of applying AI to improve productivity, personalization, practice, coaching, measurement, or scale.
• Experience defining outcome measures and evaluating learning at multiple levels, including proficiency, application, behavior change, performance, and business impact. Ability to use data and evidence to optimize investment decisions.
• Experience developing enablement strategies for Client Services, Risk, solution selling, client engagement, commercial methodologies, deal structuring, or client pitches is an advantage.
• Experience facilitating or enabling senior leaders, coaching client-facing teams, and designing for global and culturally diverse audiences.
• Exceptional written, verbal, facilitation, and visual storytelling skills. Able to translate complex technical concepts into clear, persuasive recommendations for non-technical and senior audiences.
• High emotional intelligence, resilience, curiosity, accountability, and sound judgment. Comfortable operating in ambiguity and taking initiative in a rapidly evolving environment.
• Master's degree in Instructional Systems, Learning Sciences, Organizational Development, Industrial/Organizational Psychology, Business, or a related field is preferred.