Get AI-powered advice on this job and more exclusive features.

Fascinated by the future and captivated by technology? Smart, driven and want to make a difference in the world? You will fit right in.

By joining one of our teams at Visa Payments Limited, a division of Visa Inc. since 2019, you’ll have an opportunity to shape the payments experience globally. Being part of Visa, the world’s leader in digital payments technology, our mission is to connect the world through the most creative, reliable and secure payment network, enabling individuals, businesses, and economies to thrive.

Visa Payments Limited provides cross‑border payment processing services to banks and payments businesses across six continents through its global network.

Individuality fuels our brand and our global team – we are proud that we have a talented team of 18,000 individuals with unique backgrounds, perspectives and experiences. We encourage quality of life both within and outside the office, and whether it is taking advantage of agile work schedules or our wellness programmes, we respect and encourage meaningful work/life balance for everyone.

You're an individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

What we’re looking for

Visa is seeking a bold, transformative leader to build and scale a world‑class Client Success function for our Visa Direct money movement business. This is not a maintenance role—it is a mandate to architect, build, and own the entire client experience (from initial solutioning through implementation, crisis management, and long‑term value creation).

You will lead, recruit, and continually develop a global high‑performing team of Client Success Partners, instilling a culture of ownership, precision, and continuous improvement. You’ll work shoulder‑to‑shoulder with Sales, Product, Technology, Operations, Visa Client Services, and Control Functions to translate client needs into actionable, scalable solutions that drive growth and operational excellence.

What we expect of you, day to day

• Guide strategy to enhance onboarding, implementation, and support frameworks, creating a globally consistent, highly scalable model ready for exponential growth.
• Provide mentorship and coaching, champion career development paths, and ensure the team has the resources to excel. Strategically recruit to add new capabilities that complement existing strengths and prepare for future challenges.
• Lead investments in automation, AI, and data analytics to unlock efficiency, remove friction, and empower proactive, high‑impact client engagement.
• Advance analytics capabilities to empower every team member with insights that drive proactive decisions and demonstrate measurable value to clients and the business.
• Build a data‑driven approach to improve customer retention, satisfaction (NPS/CSAT), and lifetime value. Own and improve metrics such as churn, net revenue retention, and onboarding cycle time.
• Massively increase productivity through AI and process excellence. Deliver fast, easy service via digitized experiences that deflect routine issues from team members.
• Serve as the senior point of contact for critical client situations. Manage incident response protocols and lead high‑quality after‑action reviews to uncover root causes and drive systemic improvements.

Sales & Solutioning Partnership

• Collaborate with Sales and Solutioning to understand client requirements and design solutions aligned with Visa’s capabilities and strategic objectives.
• Participate in RFP responses and solution workshops to ensure alignment and set clear expectations.
• Share client insights and trends with Product and Technology teams.

Implementation & Servicing

• Ensure seamless transitions from sales to delivery for new clients and products.
• Create implementation models that support rapid client growth and consistent delivery.
• Proactively address risks to adoption, satisfaction, and retention.
• Collaborate with Visa Client Services to define and drive standards for implementation and servicing maturity.

Support, Incident Management & Escalations

• Ensure high‑quality, 24/7/365 service delivery across all regions.
• Maintain robust incident management processes to minimize client impact and ensure timely resolution.
• Coordinate cross‑functional responses during major client escalations.
• Identify incident trends and root causes to drive systemic improvements and preventive measures.

Data‑Driven Insights & Continuous Improvement

• Monitor client performance and satisfaction, identify trends, and drive operational improvements.
• Use client and internal feedback to inform process enhancements and product development.
• Drive adoption of tools that improve client outcomes and operational efficiency.

Leadership & Stakeholder Engagement

• Lead a high‑performing global team, fostering a culture of innovation, accountability, and continuous learning.
• Set development goals and hold leaders accountable for team development and diversity.
• Promote operational excellence and a client‑first service mindset.
• Align with functional leaders and clients on standards, requirements, and strategic initiatives.
• Prepare and present client success metrics, insights, and recommendations to senior leadership and the Board.

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

Qualifications

Strategic & Operational Leadership

• 15+ years of progressive experience in payments, fintech, or a related technology sector, with a track record of strategic planning and hands‑on execution.
• Comfortable defining a three‑year plan and leading a critical incident response call on the same day.
• Demonstrated ability to solve complex challenges with critical thinking, sound judgment, and personal ownership.
• Strong analytical and decision‑making skills with fluency in financial and technology domains.
• Operational Excellence: Proven ability to identify broken processes, uncover root causes, and implement scalable, automated solutions (e.g., Six Sigma, automation/AI).
• Deep expertise with CRM, Client Success, and Incident Management systems. Able to guide technical roadmaps and challenge assumptions.
• Superior communication skills to command a room, simplify complexity, and present strategic insights to any audience.

Hands‑On People & Organizational Leadership

• Experience leading leaders and managing global teams with a “player‑coach” mentality.
• Skilled at developing talent while setting a high bar for performance.
• Ability to align with partners in Product, Sales, and Technology through functional depth and credibility.
• Hands‑on experience driving large‑scale organizational change, clearing roadblocks, and enabling execution.
• Willingness to travel globally (up to 20%) and lead across time zones, acting as the key decision‑maker during critical events.

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.

Seniority Level

Director

Employment Type

Full‑time

Job Function

Customer Service

Industries

IT Services and IT Consulting