Director, Elite Care, Client Services

Visa
Manila
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 12+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Process improvement","Problem-solving"]

Lead Visa’s Elite Care Client Services global incident management function, providing operational excellence and 24x7 incident response across phone, email, and digital channels. Manage and develop teams in Pasay, drive continuous process improvement using metrics and client feedback, and partner with Client Services, Product, and Technology to improve outcomes for strategic Asia Pacific clients. Provide executive-level reporting, support workforce planning and governance, and promote adoption of automation, AI-enabled tools, and knowledge management.

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FursaFursa
Visa
Visa
3 days ago

Director, Elite Care, Client Services

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Job Summary

Lead Visa’s Elite Care Client Services global incident management function, providing operational excellence and 24x7 incident response across phone, email, and digital channels. Manage and develop teams in Pasay, drive continuous process improvement using metrics and client feedback, and partner with Client Services, Product, and Technology to improve outcomes for strategic Asia Pacific clients. Provide executive-level reporting, support workforce planning and governance, and promote adoption of automation, AI-enabled tools, and knowledge management.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and develop Pasay-based teams, building a client-success and operational-excellence culture focused on continuous learning.
  • •Drive global support operations across phone, email, and digital channels to ensure timely, accurate resolution of client inquiries and service requests.
  • •Partner with regional and global stakeholders across Client Services, Product, and Technology to improve client outcomes and operational priorities.
  • •Use performance metrics, client feedback, and operational insights to champion service excellence and drive continuous process improvement.
  • •Oversee workforce planning, resource management, quality assurance, and service delivery governance; accelerate adoption of digital solutions and AI-enabled capabilities.

Key Requirements

  • •Degree level education or equivalent experience with minimum 12 years in payments or financial services, preferably incident management or operational resilience.
  • •Exceptional command of English (verbal and written) with the ability to write clear, concise, client-friendly reports.
  • •Proven ability to lead under pressure and coordinate across functions to manage complex incidents with clarity and control.
  • •Deep understanding of incident management frameworks, operational risk, and resilience.
  • •Experience leading global, multicultural teams and delivering large-scale programs with strong process improvement capability.
Experience:12+ yearsPaymentsFinancial servicesIncident management
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementProcess improvementProblem-solving
Languages:English
Tech Stack:AutomationAI-enabled toolsKnowledge management

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
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Glassdoor: 3.8
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