Senior Director - CyberSource Enterprise Merchant Support - Visa - Singapore

Job description
Position Summary
The Senior Director for CyberSource Enterprise Merchant Support will be responsible for developing and implementing a strategic plan, including leading expansion efforts, for the APJ support team. In this role, you will be responsible for managing the 3 tired APJ technical support teams. You will be required to directly interact and persuade executives and cross functional teams to successfully implement changes that improve the overall Client Experience.

Responsibilities
Leadership of the APJ Client Service Business unit for CyberSource, comprising regional directors, delivering end to end support for CyberSource clients and strategic partners.
Management and mentoring of Director level reports, with responsibility for delivering an exemplary standard of leadership and motivation through the client service teams. You will be accountable to the very highest standards of ethics along with business and service efficacy.
Strategic planning for support infrastructure and staff deployment over the respective region, and presentation of the same into multiple leadership forums to foster consensus for strategy and budgets.
Ownership of SLAs with the regional client bases and crossover service to multinational accounts.
Ownership of the expense line for the respective region, comprising first through third line support functions and the Technical Account Management teams for the region.
Ownership of a regional Customer Satisfaction target rolling up to the global number measured and reported on publically by external agencies.
Final resource in region for all service related escalations. This role will own numerous C level relationships with top tier strategic clients for whom you will provide strategic level sponsorship within our business.
Internal liaison and relationship owner at VP level upwards interdepartmentally within CyberSource for the purposes of OLA negotiation and review, service underpinning, and oversight of problem resolution.
Regional reporting obligations to key internal clients including the respective Heads of CyberSource Sales, and appropriate regional CyberSource senior leadership teams.
Responsible for defining, managing and implementing strategic support projects including: requirements gathering, prioritization within the organization, cross-functional execution, and innovative solution development.
Communicate and evangelize changes to executive management and cross functional teams.
Deliver award winning client satisfaction.
Improve support efficiency by defining and implementing process improvements.
Day to day tactical leadership of technical support in line with CyberSource/Visa objectives.
Develop talent within the APJ teams to provide world-class, differentiated service, best in class work environment for technical support.
Ensure timely and effective resolution of merchant issues, collaborating with other functional groups as needed, and consistent with technical support metrics.

Qualifications

Bachelor´s Degree; Graduate School / MBA preferred
10+ years of technical support experience
10+ years demonstrated leadership experience
Strong knowledge of technical support industry, best practices, metrics, processes and infrastructure
Proven track record of service design and delivery into a multinational blue chip client base
Strong knowledge of financial services and payment industry
Ability to lead business development, product development, sales and support efforts
Team management in an ever-changing environment: clients, products, sales priorities, financial needs
Experience of multinational management across differing time zones and cultures
Ability to manage remote staff
Ability to manage multiple simultaneous tasks
Must be a self-starter and highly motivated business oriented independent thinker
Commitment to exceptional technical support and managed services and ability to deliver
Ability to develop metrics and achieve them
Knowledge of payment and risk management systems and industry
Relationship building and management both internally and externally
Capable of developing a deep level of knowledge on supported products/services
Important to understand how products are used by clients and impacts to their business when there are issues.
Strong leadership skills, influencing and negotiating skills, highly effective communicator.
Excellent communication skills including the ability to effectively communicate both internally and externally, and within all levels of the organization
Strong capability to develop clear and persuasive communications and presentations both horizontally across the organization as well as vertically
Proven strategic skills with the ability to identify, connect and communicate opportunities that achieve objectives.
Experience working with clients from ASEAN
Experience of having worked in virtual teams across geographical location and time zones
Familiarity with ITIL standards based service management
Available to travel internationally up to 30%.

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!