**Senior Director of Service Excellence**

7 days ago


Baladīyat az Zaāyin, Qatar Visa Full time
Job Overview

**Job Summary:**

We are seeking a highly experienced and skilled Senior Director of Service Excellence to join our team at Visa. As a key member of our leadership team, you will be responsible for driving the development and implementation of our service delivery strategy, ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Develop and execute a comprehensive service delivery strategy that aligns with our business objectives and customer needs.
  • Lead a high-performing team of service delivery professionals, providing guidance, coaching, and development opportunities to ensure their success.
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless service delivery and customer satisfaction.
  • Identify and implement process improvements to enhance service efficiency, quality, and customer experience.
  • Develop and manage budgets, forecasts, and performance metrics to measure service delivery performance.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to ensure our service delivery capabilities remain competitive and innovative.
Requirements:
  • 12 or more years of work experience with a Bachelor's Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD), or a minimum of 5 years of work experience with a PhD.
  • 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience.
  • 3+ years of payments industry experience is required.
  • 3+ years of customer support experience is required.
  • 1+ years of prior management experience in leading high-performing teams is highly desired.
Preferred Qualifications:
  • Excellent written and verbal communication skills, strong ability to present complex ideas in a clear and concise manner to an executive audience.
  • Demonstrated experience building trusted relationships with business leaders and a broad group of project team members and stakeholders.
  • Demonstrated ability to work effectively in a matrixed team environment, highly collaborative and inclusive working style.
  • Ability to organize and prioritize work, meet tight deadlines, drive to achieve goals, and work under pressure in a highly dynamic environment.
  • Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines.


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