The VP Service Experience for Client Services is responsible for the client service experience for the Risk & Identity portfolio of products globally. Accountability spans across end-to-end service experience from pre-sales to full product activation, with the goal to standardize across the regions and optimize the full portfolio of Risk & Identity Solutions offerings in alignment with Visa’s Integrated Service Experience Architecture.

• Responsibility as the primary interface with the Risk & Identity Product leadership team, acting as the voice of the customer, bringing business cases for product improvements, and evolving the service experience to be a core differentiator.
• Mapping the full-service experience and building and refining processes to drive operational excellence across a matrixed delivery team with the goal of exceeding client’s expectations, reducing client escalations, and managing the overall service intensity/cost.
• For all new Risk & Identity products and initiatives, incubate onboarding and implementations, create SLAs and implementation blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and the global Client Care organization, in partnership with the New Products & Initiatives Service Experience team.
• Integrate acquired companies’ service experience into the broader Visa Service Experience Architecture while maintaining business continuity for current clients.
• This leader is responsible for building a cohesive, high performing team of professionals enabling and supporting a 1.3 billion book of business. This candidate will be a key leader on the Go-To-Market Services Team and an extended leader of the Risk & Identity Solutions team.

Principal Responsibilities/Key Results Areas

• Partners closely with the regional Client Services teams, global Client Care organization and the Specialized Sales team to ensure operational excellence across the full-service experience for all Risk and Identity products.
• Works in close alignment with the Global Value-Added Services (VAS) and Consumer Client Services Leaders to ensure a seamless service experience across the VAS organization.
• Acts as a voice of the customer with the Risk and Identity Solutions product teams to help prioritize continuous product improvements.
• Grows service revenues and margins by launching new use cases to meet client needs and automating repeatable processes.
• Establishes and communicates standard service metrics by product family including cost to serve and overall service satisfaction.
• Continually optimizes service experience and cost to serve for Risk and Identity Products in line with overall product strategy.
• Proactively identifies and solves complex problems that impact the management, relationships and direction of the business.
• Acts as the internal and external senior escalation point for critical operational decisions affecting Risk and Identity Solutions.
• Performs as a leader and thought partner on cross-functional crisis management team as needed for Risk and Identity Products, often requiring leading through unprecedented crisis.
• Leads by example, setting development and leadership goals for the organization, holding leaders accountable for the development and diversity of their teams and encouraging career development for their people.
• Delivers shared service support to other service teams for product releases and client communications.

Basic Qualifications:

• 12 or more years of work experience with a bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD

Preferred Qualifications:

• Bachelor’s degree or equivalent, Graduate degree/MBA preferred
• 15 or more years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD, PhD)
• A minimum of 15 years of successful experience in progressive leadership roles in product or services in payments or technology industries with a priority on B2B and B2B2C service models
• Functional experience in product and client service organizations, general management experience a plus
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment
• Demonstrated ability to strategically lead cross functional/matrixed teams through high impact complex business issues that do not have precedent
• Ability to influence executives and peers, drive continuous improvement and achieve at scale service delivery
• Strong people leader with track record of building high performing teams
• Ability to thrive leading change and managing ambiguity