This Senior Director role is a management position responsible for leading a team, and in partnership with Risk and Identity Solutions, leading the design, enablement and continuous improvement (end-to-end) service experience for products across the GARP business. This includesStrategic Leadership & Service DesignLead the overall service experience for network, authentication, and identity products, from implementation through ongoing support, incident management, and off boarding, across all regions and client segments.Develop and execute service models that support rapid product delivery, scalable operational efficiency, and measurable client impact, embedding GenAI and modern tools to drive transformation.Collaborate with Product, Technology, and Client Services to ensure service models are client-centric, secure, and aligned with Visa’s Living Strategy for Risk & Identity Solutions.Operational Excellence & DeliveryDeliver on financial targets and support long-term growth in line with Visa strategic objectives, including revenue acceleration, cost management, and M&A integration for network and identity solutions.Lead the development of necessary documentation, training, tracking to ensure global alignment of service models with regional differentiation. Streamline processes (eg. incident management and root cause analysis), across teams to ensure accountability and drive closed-loop follow-up with product.Innovation & Product EnablementEmbed GenAI and advanced analytics into service processes to unlock productivity gains, smarter sales enablement, and improved user experience.Partner with Product to define and track KPIs for all new launches, ensuring quantifiable ROI and rapid client implementation.Support the commercialization and launch of cybersecurity and identity products, including integration of new capabilities and expansion of client training programs.Stakeholder Engagement & Go-to-MarketBuild and maintain strong relationships with internal and external stakeholders, including regional teams, partners, and clients.Enable delivery of RaIS strategy through strategic partnerships and channel go-to-market pilots.Develop consistent framework for global Client Services resourcing model to deliver optimal service experience driving alignment across stakeholder group.Talent & CultureDevelop and mentor a high-performing, diverse team, fostering a culture of accountability, transparency, and growth.Champion Visa Leadership Principles, driving employee engagement, inclusion, and career development.Ensure talent alignment to organizational design metrics and service/product expectations.This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
