Senior Director, Managed Services AP

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 What a Senior Director, Managed Services Does at Visa: 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. This leader is accountable for building a scalable operating model across Visa sites, service channels, products, and external partners. The role combines operational leadership with transformation, commercial judgment, client engagement, product and service capability development, and strong governance. The successful candidate will modernize service delivery through AI, automation, analytics, digital servicing, knowledge management, and workforce optimization while maintaining resilient day to day performance. The ideal candidate is a business builder and transformation executive with deep service delivery expertise. They can lead through senior leaders, influence across a global matrix, engage credibly with clients and executives, and create an environment where people deliver with ownership, discipline, and care. Key Responsibilities: Regional Service Delivery and Operational Leadership: Set the strategic direction for Managed Services across Asia Pacific, ensuring consistent delivery of client, consumer, operational, financial, people, and risk outcomes. Lead through senior managers and cross functional partners to deliver resilient operations across multiple sites, products, service channels, and third party partners. Establish a scalable operating model that supports round the clock service, disciplined workforce planning, clear decision rights, effective escalation paths, and consistent performance governance. Own performance across service levels, quality, productivity, cost to serve, compliance, client experience, consumer experience, issue resolution, and employee engagement. Provide senior oversight during material service disruptions, client escalations, and emergency situations, ensuring timely decisions, clear communication, and effective business continuity. Create a culture of execution discipline through clear priorities, transparent performance management, rigorous follow through, and continuous improvement. Transformation, AI, and Digital Modernization: Define and lead the regional transformation roadmap for Managed Services, aligning priorities with Visa's enterprise strategy and Asia Pacific market needs. Use AI, automation, analytics, digital channels, self service, and knowledge management to improve service quality, speed, scalability, employee enablement, and cost efficiency. Lead operating model redesign, process simplification, organizational change, and technology adoption while protecting service continuity and control effectiveness. Translate strategic priorities into clear business cases, investment choices, milestones, owners, success measures, and execution rhythms. Build organizational readiness for an AI first service environment, including responsible adoption, governance, capability building, and measurable value realization. Drive experimentation and learning while ensuring innovation is practical, controlled, and connected to client and business outcomes. Service Capability and Product Leadership: Build and mature Managed Services capabilities across contact center operations, client relations, escalation management, digital servicing, workforce optimization, knowledge management, and other priority services. Establish service roadmaps, standards, maturity measures, and performance expectations that improve consistency across products, sites, and partners. Partner with product and technology leaders to ensure operational insight informs product design, servicing models, controls, and future capability investments. Clarify ownership across regional delivery, product aligned leadership, transformation priorities, and shared enterprise capabilities. Identify opportunities to convert operational insight and service capability into stronger client value and competitive differentiation. Client, Commercial, and Stakeholder Leadership: Serve as a senior strategic partner to regional, global, product, client services, and commercial leaders, aligning Managed Services priorities with client expectations and Visa growth objectives. Participate in executive client engagements, service reviews, listening sessions, and escalations where operational leadership can strengthen confidence and partnership value. Represent the voice of the client and consumer in internal forums, using data and operational insight to influence experience, product, process, and policy improvements. Partner with client facing and commercial teams to identify opportunities that expand adoption, improve retention, support service revenue, and demonstrate the value of Managed Services. Build trusted relationships across a complex matrix and create alignment where priorities, incentives, or accountabilities differ. Communicate complex issues with clarity, sound judgment, and an appropriate balance of transparency, urgency, and confidence. People Leadership and Organization Capability: Build, coach, and develop a strong bench of senior leaders who operate with ownership, enterprise judgment, accountability, and care for people. Set clear leadership expectations and create an environment where teams understand the strategy, connect their work to business outcomes, and challenge legacy practices constructively. Own succession planning, leadership development, talent mobility, workforce capability, and long term organization health across the region. Strengthen collaboration across cultures, sites, functions, and partners while maintaining clear accountability for results. Model Visa's leadership principles and reinforce an inclusive, client focused, high performance culture. Ensure organizational design and talent plans remain aligned with the evolving service portfolio and transformation agenda. Governance, Risk, and Financial Stewardship: Own governance, controls, audit readiness, data privacy, operational risk, regulatory compliance, timekeeping, and policy adherence across the Managed Services environment. Ensure material changes to products and service processes engage the appropriate risk, compliance, legal, product, and technology partners early in the lifecycle. Provide financial stewardship for the function, including budget management, capacity planning, cost discipline, vendor performance, investment prioritization, and contribution to financial planning. Use data, executive reporting, and scenario analysis to identify risks, opportunities, dependencies, and tradeoffs, enabling timely and transparent decisions. Strengthen governance across internal teams and third party partners through clear standards, decision rights, controls, escalation criteria, and accountability. Ensure AI enabled and data driven service solutions are implemented responsibly and in line with contractual, privacy, risk, and geographic access requirements. 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, digital servicing, and process improvement. Stronger client confidence, retention, adoption, and commercial contribution from Managed Services. Consistent governance, control effectiveness, audit readiness, and responsible technology adoption. Leadership bench strength, succession readiness, employee engagement, and critical capability development. Greater consistency and maturity across sites, products, channels, and third party partners. Projects and Priorities You Will Lead: You will help shape the next chapter of Visa's Managed Services organization across Asia Pacific. Initial priorities may include modernizing service delivery, strengthening regional execution, scaling trusted client and consumer support, advancing AI enabled and digital servicing, improving workforce and knowledge capabilities, and building stronger governance across products, sites, and partners. You will also help develop service capability roadmaps, improve client relations and escalation management, strengthen business continuity, support responsible transformation, and build leaders who can deliver consistently in a complex global environment. The work is highly visible, commercially relevant, and closely connected to Visa's broader client experience and growth agenda. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications What You Will Need: A bachelor's degree or equivalent relevant professional experience. An MBA or other advanced degree is preferred. Typically 15 or more years of progressive experience in managed services, service delivery, customer or client operations, contact center operations, shared services, or a related environment. The depth, scale, and relevance of leadership experience will be considered alongside total years of experience. Significant experience leading large, multi layered, and geographically distributed teams through senior leaders. Demonstrated success setting strategy, designing operating models, leading complex operations, and delivering measurable outcomes across client experience, service quality, financial performance, risk, and employee engagement. Proven transformation leadership across process redesign, organizational change, technology implementation, AI enabled servicing, automation, digital channels, knowledge management, or workforce optimization. Strong commercial and financial judgment, including experience with budgets, capacity, vendors, investment decisions, business cases, and performance reporting. Experience leading multi site operations and third party partners through common performance, governance, control, and service standards. Exceptional executive communication and stakeholder leadership, with the ability to influence across regions, functions, and levels without relying on direct authority. Demonstrated ability to engage senior clients and internal executives during strategic discussions, service reviews, and escalations. Experience in payments, financial services, technology, outsourcing, shared services, or another regulated and high volume service environment is strongly preferred. Ability to travel based on business needs. What Will Also Help: A strategic AI first mindset, with practical experience using advanced AI capabilities to improve decisions, service design, employee effectiveness, and organizational efficiency. Experience building or scaling a managed services business, service portfolio, center of excellence, or enterprise shared services model. Experience with service commercialization, client retention, service revenue, or consultative solution development. Strong understanding of digital servicing, omnichannel operations, workforce management, operational analytics, and knowledge management. Experience operating across diverse Asia Pacific markets and working effectively across global and regional structures. A track record of developing leaders who progressed into broader and more complex roles. 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.