Description
The Senior Director, Managed Services provides senior leadership for Visa's Managed Services business across Asia Pacific. The role sets the regional service delivery strategy, leads complex and multi-layered operations, and converts enterprise priorities into measurable client, consumer, financial, people, and risk outcomes.
Key Responsibilities:
- Regional Service Delivery and Operational Leadership:
- Set the strategic direction for Managed Services across Asia Pacific
- Lead through senior managers and cross-functional partners to deliver resilient operations
- Establish a scalable operating model that supports round-the-clock service
- Transformation, AI, and Digital Modernization:
- Define and lead the regional transformation roadmap for Managed Services
- Use AI, automation, analytics, digital channels, self-service, and knowledge management to improve service quality
- Service Capability and Product Leadership:
- Build and mature Managed Services capabilities across contact center operations, client relations, and digital servicing
- Partner with product and technology leaders to ensure operational insight informs product design
- Client, Commercial, and Stakeholder Leadership:
- Serve as a senior strategic partner to regional, global, product, client services, and commercial leaders
- Participate in executive client engagements, service reviews, and escalations
- People Leadership and Organization Capability:
- Build, coach, and develop a strong bench of senior leaders
- Set clear leadership expectations and create an environment where teams understand the strategy
- Governance, Risk, and Financial Stewardship:
- Own governance, controls, audit readiness, data privacy, operational risk, and regulatory compliance
- Provide financial stewardship for the function, including budget management and cost discipline
How Success Will Be Measured:
- Sustained performance against client, consumer, operational, financial, risk, and people outcomes
- Improvement in service quality, resilience, productivity, cost to serve, and issue resolution
- Delivery of transformation milestones and measurable value from AI, automation, and digital servicing
Projects and Priorities You Will Lead:
- Modernizing service delivery and strengthening regional execution
- Scaling trusted client and consumer support and advancing AI-enabled and digital servicing
- Improving workforce and knowledge capabilities and building stronger governance
Qualifications:
- Bachelor's degree or equivalent relevant professional experience
- Typically 15 or more years of progressive experience in managed services, service delivery, or a related environment
- Significant experience leading large, multi-layered, and geographically distributed teams
- Demonstrated success setting strategy, designing operating models, and delivering measurable outcomes