Director, Elite Care, Client Services

Job description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description Overview: We are seeking a seasoned and inspiring leader to head our Client Services Global Incident Management function in Pasay. This role is pivotal in driving operational excellence, team development, and world-class incident response across a 24x7 support model. The ideal candidate will be a confident communicator in English, both spoken and written with proven experience in leading real time incident response teams and high-quality reporting.The Team Elite Care is Visa's client support organization, delivering operational expertise and consultative support globally across Visa's products and services. The team provides timely resolution of client inquiries, trusted product guidance, and proactive client engagement while leveraging digital solutions, automation, and AI-enabled capabilities to deliver faster, more accurate, and seamless client experiences. The Role: We are seeking a seasoned and inspiring leader to lead Visa's Elite Care Operations function in Pasay, overseeing the team support client globally. This role is responsible for delivering operational excellence, exceptional client experiences, and high-quality support services across a diverse portfolio of Visa products and solutions. The Director will lead a team of managers and support professionals, fostering a culture of accountability, collaboration, innovation, and continuous improvement while supporting Visa's most strategic clients across the Asia Pacific region. Job Responsibilities: Lead and develop the Pasay-based teams, building a high-performing culture centered on client success, operational excellence, and continuous learning. Drive global support operations across phone, email, and digital channels, ensuring timely, accurate, and consistent resolution of client inquiries and service requests. Partner with regional and global stakeholders across Client Services, Product, and Technology organizations to improve client outcomes and support operational priorities. Champion service excellence by leveraging performance metrics, client feedback, and operational insights to drive continuous process improvement and efficiency. Lead workforce planning, resource management, quality assurance, and service delivery governance to ensure consistent achievement of operational objectives. Accelerate the adoption of digital solutions, automation, AI-enabled tools, and knowledge management capabilities to improve response quality, productivity, and scalability of support operations. Develop and mentor leaders and team members through coaching, talent development, succession planning, and employee engagement initiatives. Provide executive-level communication, reporting, and business insights to senior leadership, helping shape strategic decisions and operational priorities. Foster a collaborative and inclusive culture that promotes innovation, accountability, and partnership across regional and global teams. Demonstrate flexibility in working hours to engage meaningfully with stakeholders, ensuring consistent leadership presence and support across the teams. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Educated to degree level or equivalent experience (minimum 12 years in the payments or financial services industry, preferably in incident management or operational resilience). Exceptional command of English both verbal and written, with a strong ability to write clear, concise, and client-friendly reports. Demonstrated ability to lead under pressure, coordinate across functions, and manage complex incidents with clarity and control. Deep understanding of incident management frameworks, operational risk, and resilience. Experience leading global, multicultural teams and managing shifting priorities. Proven track record in delivering large-scale programs and driving process improvements. Strong interpersonal and stakeholder management skills, with the ability to influence and communicate at all levels. High attention to detail and urgency in delivering outcomes. Any familiarity with Visa products and services is a plus. Demonstrates strong schedule flexibility and commitment, with the ability to support business needs outside of regular working hours, including weekends and holidays when required. 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.