Director - NALP Client Implementation

Job Description

The Director - NALP Client Implementation (North Africa, Levant and Pakistan) leads a talented team of professional services organization including Senior Project Managers and Project Managers responsible for overall technical product implementation and solution, project management and relationship management for Visa Clients, Strategic Partners and Processors globally.

This role will lead a talented team of valued specialists, applying specialized knowledge of Visa’s proprietary systems and applications as it relates to Client programs, transaction processing/routing, and its implications to clients, processors and cardholders.

Key Responsibilities:

• Lead and motivate an organizational team of professionals and managers that provide project management, technical support and customer service to Visa client institutions.
• Provide technical leadership for all client project implementation activities for a complex and diverse client base, driving cross-functional delivery of systems and services to customers.
• Provide functional responsibility for leading a NALP Implementations team to increase knowledge sharing and learnings to enable consistent interaction with clients.
• Meet financial objectives by forecasting requirements and preparing an annual budget, including scheduling expenditures, analyzing variances and initiating corrective actions.
• Achieve operational objectives through recommendations to strategic plans and reviews including preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying trends; and resolving problems. 
• Act as an escalation point for the team and serve as a liaison between senior management and the team.
• Establish department strategy in line with broader corporate and customer service objectives and goals.
• Proactively identify operational opportunities and lead implementation to increase service quality and efficiency.
• Manage all staff issues, including staffing selection, training, goal setting, coaching, annual reviews, compensation planning, and career development.
• Utilize customer service metrics to identify opportunities for continuous improvement.
• Develop, motivate, and challenge individuals and teams.
• Provide leadership for complex cross regional or cross functional customer service projects and work towards achieving client and key stakeholder acceptance of deliverables.
• Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
• Stay current with industry and client trends and maintain a strong knowledge of client segment, market requirements and Visa digital products and services.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Preferred Qualifications:
• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD Bachelors/Degree or equivalent work experience.
• Requires a minimum of 10+ years progressively responsible experience in customer service or technical support role in financial services, payment card, software or information services industry with 3 years management experience preferred.
• Language: English, Arabic, French. Excellent verbal, written, presentation and interpersonal skills.Demonstrated strong leadership capabilities.
• Proven change management ability. Familiar with concepts, practices, and procedures in network processing. Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Exhibit advanced planning, organizational and problem solving skills. Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.