Senior Director, Managed Services AP

Visa
Manila
Workplace: HybridFull timeFunction: Executive & General ManagementEducation: bachelorsSkills: ["Leadership","Stakeholder management","Executive communication","Governance","Strategic judgment"]

Lead Managed Services for Asia Pacific, setting regional service delivery strategy and building a scalable operating model across sites, service channels, products, and external partners. Own service-level, quality, productivity, cost-to-serve, compliance, and client/consumer outcomes while driving transformation through AI, automation, analytics, digital servicing, knowledge management, and workforce optimization. Partner with product, technology, and executive stakeholders, and develop a strong senior leadership bench.

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FursaFursa
Visa
Visa
2 days ago

Senior Director, Managed Services AP

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Job Summary

Lead Managed Services for Asia Pacific, setting regional service delivery strategy and building a scalable operating model across sites, service channels, products, and external partners. Own service-level, quality, productivity, cost-to-serve, compliance, and client/consumer outcomes while driving transformation through AI, automation, analytics, digital servicing, knowledge management, and workforce optimization. Partner with product, technology, and executive stakeholders, and develop a strong senior leadership bench.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Set the strategic direction for Managed Services across Asia Pacific and ensure consistent delivery of client, consumer, operational, financial, people, and risk outcomes.
  • •Lead resilient operations across multiple sites, products, service channels, and third-party partners, including performance ownership and escalation during disruptions.
  • •Define and drive the regional transformation roadmap using AI, automation, analytics, digital servicing, knowledge management, and workforce optimization.
  • •Build and mature service capabilities and partner with product and technology leaders to translate operational insight into servicing models, controls, and capability investments.
  • •Develop the leadership bench, own succession planning and organization health, and ensure governance, controls, audit readiness, and responsible adoption of AI-enabled solutions.

Key Requirements

  • •Bachelor’s degree or equivalent relevant professional experience (MBA/advanced degree preferred).
  • •Typically 15+ years of progressive experience in managed services, service delivery, customer/client operations, contact center operations, shared services, or related environments.
  • •Proven experience leading large, multi-layered, geographically distributed teams through senior leaders.
  • •Demonstrated success setting strategy, designing operating models, and delivering measurable outcomes across client experience, service quality, financial performance, risk, and employee engagement.
  • •Proven transformation leadership across process redesign, organizational change, and technology implementation (including AI-enabled servicing, automation, and digital channels).
Experience:PaymentsFinancial services
Education:Bachelor's
Skills:LeadershipStakeholder managementExecutive communicationGovernanceStrategic judgment
Tech Stack:AIAutomationAnalyticsDigital channelsSelf serviceKnowledge managementWorkforce optimizationProcess simplificationDigital servicingOperational analyticsWorkforce managementOmnichannel operations

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor