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