Director - NALP Client Implementation Visa

Key Responsibilities:

• Lead and motivate an organizational team of professionals and managers that provide project management, technical support and customer service to Visa client institutions.
• Provide technical leadership for all client project implementation activities for a complex and diverse client base, driving cross-functional delivery of systems and services to customers.
• Provide functional responsibility for leading a NALP Implementations team to increase knowledge sharing and learnings to enable consistent interaction with clients.
• Meet financial objectives by forecasting requirements and preparing an annual budget, including scheduling expenditures, analyzing variances and initiating corrective actions.
• Achieve operational objectives through recommendations to strategic plans and reviews including preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying trends; and resolving problems.
• Act as an escalation point for the team and serve as a liaison between senior management and the team.
• Establish department strategy in line with broader corporate and customer service objectives and goals.
• Proactively identify operational opportunities and lead implementation to increase service quality and efficiency.
• Manage all staff issues, including staffing selection, training, goal setting, coaching, annual reviews, compensation planning, and career development.
• Utilize customer service metrics to identify opportunities for continuous improvement.
• Develop, motivate, and challenge individuals and teams.
• Provide leadership for complex cross regional or cross functional customer service projects and work towards achieving client and key stakeholder acceptance of deliverables.
• Build relationships with Visa client institutions and act as a liaison to internal Visa groups to create strategies to add value and enhance relationships.
• Stay current with industry and client trends and maintain a strong knowledge of client segment, market requirements and Visa digital products and services.