VP Client Support Services (CSS), Global Business Optimization & Analytics

  • Company: Visa
  • Posted: April 15, 2017
  • Reference ID: 109136639
Company Description
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description
We are currently seeking outstanding candidates to help us evolve the way in which we use data and analysis to help drive performance of our clients. The position requires an individual with a lean forward attitude, coupled with deep experience with data and analytics services, a vision for how Visa can unlock the power of data for clients, and the ability to work across the organization to ensure the function is well aligned and integrated with the Visa Product, VPS consulting and Sales.


  • Manages a global team of up to 50 staff. Develops a workforce plan to locate work where it is most efficiently and effectively performed
  • Retains an industry leading knowledge of emerging techniques on analyzing data to create new insights, as well as emerging processes of automating data collection, extraction, translation, and analysis
  • Directs client engagements and drives performance measurement using Visa analytics
    • Directs the team to create compelling insights that enable Visa account management teams to drive positive change in client processing and business overall
    • Develops a strategy for how to most effectively use analytics to support authorization rate improvement efforts globally within CSS
    • Maintains capacity to rapidly react to and conduct analysis on emerging production issues through work prioritization and queue development
    • Partners with Sales teams to identify and take action on opportunities to add value through analytics to the net new sales and contract renewals processes
  • Develops a team to create efficient, repeatable processes for recurring reports (e.g., client SLA compliance, Service quality awards)
    • Regularly evaluate periodic reporting for applicability, then provide and act on recommendations on which to keep, revise or eliminate
    • Innovates with process design and data structure/fields to enable efficient production of relatively static reports
    • Develops internal technology and liases with the technology team to continually automate reporting
    • Develops a consistent look, feel, and measurement standards for internal CSS reporting, including liaison with the finance team to incorporate into CSS reporting
  • Develops and maintains peer-like relationships with CSS, VPS and market leaders to determine analytic needs, establish expectations, and deliver on commitments
  • Manages analytic resources outside of CSS for advanced data analytics or sophisticated modeling not generally required within CSS
  • Develops dynamic career paths and training programs within the Visa analytics teams to ensure continuous career mobility within a rapidly evolving field
  • Administers Global Client Service Quality and Visa DPS Client award programs


  • College degree or similar academic experience required; advanced degree highly desired
  • Requires 10-12 years' experience in data and analytics functions, with a minimum of 5 years involved with analytics in the payments industry
  • An analytically focused business person with a deep understanding of the Payments business and a high comfort level working with technology teams. Direct payments industry experience is required
  • Strategic and analytical with ability to synthesize and organize data/information into actionable recommendations with clear customer and shareholder impact
  • Experience in developing and implementing data strategies to drive measureable business results
  • Ability to develop and lead a global team of 40-50 people
  • Demonstrated ability to work cross organizationally in a matrixed organization to build new processes, workflows, policies and functions as well as to collaborate with a range of stakeholders
    to achieve complex objectives
  • Superior analytical and problem solving skills, with demonstrated intellectual and analytical rigor
  • Strong management and leadership skills with demonstrated experience building and cultivating highly performing teams
  • Ability to evaluate, establish and manage multiple priorities in a complex environment with many competing demands
  • Willingness and ability to lead and work in teams with personnel of all levels to accomplish project objectives
  • Strong interpersonal and leadership skills required
  • Position can be located in Denver, SF Bay Area or Ashburn, VA

Additional Information
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

All your information will be kept confidential according to EEO guidelines.

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