Director, Managed Services

About the role

The Managed Services Director will lead Visa's high‑performing customer service organization, overseeing large‑scale contact‑center operations and driving transformation initiatives that enhance client and consumer experiences.

Key responsibilities

• Lead and motivate contact‑center managers and frontline associates to deliver world‑class service.
• Oversee day‑to‑day operations, ensuring service‑level adherence, budget compliance, and performance against metrics such as handle time, overtime and customer satisfaction.
• Partner with workforce planning to guarantee 24/7 coverage and optimal resource allocation.
• Drive business‑process optimization, automation, AI and self‑service technology implementation.
• Act as liaison between Visa and client institutions, representing client interests internally.
• Support business‑development efforts with consultative insights and technical expertise.
• Develop leaders, foster a culture of accountability and continuous improvement.
• Ensure compliance with data‑privacy, audit and other regulatory requirements and own P&L responsibilities.

Required profile

• Proven leadership experience managing large contact‑center or managed‑services teams.
• Track record of delivering transformation projects in a global financial‑services environment.
• Strong stakeholder‑engagement and change‑management capabilities.
• Ability to develop talent and promote a customer‑centric culture.
• Experience with financial‑service compliance, data‑privacy and audit processes.

Required skills