Director, Global Partner Management

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

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

This is a people leadership position. The Director is responsible for Managing the performance of key Partners and platforms assigned to the director’s team.

The Director is expected to be the contract subject matter expert and monitor partner compliance for all terms and SLAs. Director to lead weekly, monthly, and quarterly reviews with the partner to understand their operations and facilitate performance improvements as needed. The Director is required to be the liaison between Visa operating teams and the 3rd Party Outsourced Partner to facilitate and manage collaboration and accountability between all stakeholders. As program contracts expire and new programs are created, the director is expected to partner with the Global Sourcing team to direct the new statement of work (contract) which will incorporate updated partner Pricing, Service Level Agreements and Operational Requirements as needed.

Business Partner Programs and Contracts: The Director currently has 4 programs assigned to the team which provide travel card, disputes, benefits, and concierge services to Consumers globally. Partners directly managed by the Director are based in Latin America.

Monthly Global SLA Monitoring: The team provides monthly Service Level reporting for all partner programs globally. The director is responsible for understanding and explaining the report and partnering with other team members to assure that Service Level Agreements and contractual obligations are upheld as well as ensuring accountability actions are taken.

Purchase Order and Monthly Receiving Process: The Director is the Purchase Order and Receiving point of contact for all Global Partner PO’s and invoices. The director will open new Purchase orders in Arriba. The Director will receive monthly proformas into Arriba and send summary reconciliation to the Finance Team.

Price/Cost Benchmark Analysis: Director/Team provides financial analysis and modeling to provide regular benchmarking of global partner pricing and how this compares to Visa fully loaded costs. Provides insight into global contracts partnering with other team members as the subject matter expert.

Compliance Team partnership: Assure all compliance monitoring is observed including monthly checklist and required partner training.

• Leads the LAC Regional Global Partner Management Organization, defining and deploying partner management and service implementation strategies. The strategies preserve Visa, clients and merchants’ expertise while delivering effective, efficient consultative support and project management that aligns to business goals and objectives.
  • Maintains partner management strategy, ensuring services remain competitive and meet client, merchant and customer needs.
  • Drives change and evolves the outsource client, merchant, and customer service support model to meet future business needs using regional and global resources.
  • Collaborates with other Regional Global Partner Management leaders to ensure all strategies align with Global Partner initiatives.
  • Development and refinement of the outsourced operations model to ensure key metrics are achieved to exceed client, merchant, and customer expectations.
  • Provide leadership and strategic direction on new outsource onboarding and ongoing performance
  • Provides thought leadership and strategic guidance during the solution development process to ensure all necessary tools, processes, procedures, and staff are in place to support a successful client, merchant, and customer support.
  • Collaborate with internal functions including training, workforce management, quality assurance, business intelligence, sales, project managers and other internal stakeholders.
  • Implementation and launch of new outsourced relationships in conjunction with internal Visa teams.
  • Internal and external escalation point for partner performance.
  • Ensures that the Partner Management organization provides leadership and consulting related to global clients/markets to internal stakeholder organizations including Product, Client Services, Sales, and Technology teams.
• Owns Contract and Relationships of 3rd Party Partner Programs for travel card, disputes, benefits and concierge services to Consumers globally
  • Serve as subject matter expert and monitor partner compliance for all contractual terms and SLAs
  • Be the liaison between Visa operating teams and 3rd Party Outsourced Partner – facilitate and manage collaboration and accountability between suppliers and stakeholders
  • Negotiate contracts with partners to support Visa contact centers.
• Ownership and Management of Financial/accounting processes and responsibilities:
  • Manage new and existing Purchase Orders and monthly invoice reconciliation, accuracy and receiving processes in Ariba
  • Provide cost/benefit benchmarking and analysis – assist with Cost to Serve and contact center operating location strategies
• Provides leadership to direct reports and senior management to ensure effective resolution of operational and business issues, as well as strategic shifts in support methodologies to align with regional industry and business needs.
• Builds a strong and cohesive team by providing leadership, setting the strategic vision, coaching, and applying working knowledge of Visa products, systems and procedures. Ensures employee engagement through development strategy, rewards and recognition, communication of key initiatives and cultivating leadership principles.
• Establishes and fosters relationships with clients, merchants and internal stakeholders at all levels of staff and senior management.

Basic Qualifications

• 10-15 years of experience in Business preferred environment in the following areas including Contact Center Operations, 3rd Party Outsourced Processing Management, Finance and Contracts.
• STRONG financial acumen is required
• Experience in operations management or partner management related services expertise and experience in managing a global team in a BPO operation environment.
• Proven record in leading and driving global outsourced teams to achieve and exceed established goals and objectives.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels.
• Experience shaping and delivering professional services delivery strategy.
• Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients.
• Experience in driving a performance-based metric organization, team efficiencies, and balancing workload productivity across multiple sites.
• Proficient in call center metrics and how to improve efficiencies and performance.
• Exceptional customer centric approach with internal and external customers.
• Exceptional organizational skills - ability to manage multiple, competing priorities and projects.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required.

Preferred Qualifications:

• 12-15 years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD) or 6 years of work experience with a PhD
• Experience in Hyperion and Ariba applications
• Spanish Language and Process (Agile, Six Sigma or Lean Sigma methodologies are a plus)

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.