Description
The Director, AP Service Experience leads the design and execution of world-class client experiences by combining deep payments expertise, service leadership, and digital innovation. Working across Product, Technology, and Client Services, this role drives product delivery, service readiness, operational excellence, and AI-enabled transformation to help clients realize the full value of Visa's products and solutions while scaling support for future growth.
Key Responsibilities:
- Champion the E2E service experience in deploying new products and solutions with clients.
- Design scalable implementation, support, and operating models. Strategically develop and refine the product deployment model, emphasizing operational plans for clients across the Asia Pacific (AP) region.
- Drive service readiness across Client Services teams, including processes, playbooks, tools, and training.
- Provide leadership and management for a team of individual contributors who are responsible for program management, incubation and delivery of a variety of new Visa products.
- Serve as a subject matter expert within Client Services for assigned products and solution portfolios.
- Continuously embrace and implement new methodologies to support business growth and enable scalability.
- Provide leadership and direction for complex cross-regional or cross-functional initiatives and work towards achieving customer and key stakeholder outcomes.
- Foster strong cross-functional partnerships across Product, Technology, Sales and Client Services at all levels of staff.
Qualifications:
- Bachelor’s Degree in Computer Science, Information Technology or equivalent work experience in Product Delivery/Program Management roles in software or financial services.
- Over 15 years of experience in product/project delivery, including 5+ years leading a product/project management team in the payments industry.
- Deep understanding of digital payments and web-based technologies, particularly within agile frameworks.
- Proficient in core transaction processing, including message routing, authorization, clearing, and settlement.
- Strong technical aptitude, capable of absorbing technical information and applying it to business solutions where little or no precedence exists.
- Excellent verbal and written communication skills, problem-solving abilities, attention to detail, and interpersonal skills for negotiating and influencing both internal and external stakeholders.