Client Service Professional Services Lead

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Client Service Professional Services Lead will be responsible for driving the strategic execution and operational excellence of Visa’s Client Services (CS) Professional Services across the CEMEA region. As part of the Client Services function, which focuses on onboarding, implementation and client success activities, this role will lead cross-functional initiatives, manage service line performance, and ensure delivery of high-impact client engagements including Implementation, Managed Services, Education Services, and Optimization Services. The role requires a strong blend of strategic thinking, client-centricity, and execution rigor to drive measurable outcomes for Visa's clients.

Key Responsibilities:

Strategic Leadership & Program Management

• Lead the activation and execution of the CEMEA CS Professional Services Charter, aligning with key objectives and growth targets. Ensure that strategic initiatives are clearly communicated and understood across stakeholders
• Drive cross-functional collaboration across service lines and geographies, ensuring alignment with Client Services, Sales, and Visa Consulting & Analytics stakeholders.
• Support Sales Operations and Revenue Operations efforts by enabling sales teams and contributing to the achievement of professional services targets as part of OKRs.
• Oversee commercialization strategies for bundled services and packaged propositions

Client Engagement & Delivery Excellence

• Serve as the point of contact for strategic client engagements, coordinating delivery efforts across internal teams.
• Clarify delivery responsibilities and ensure seamless coordination
• Lead client success initiatives, upsell strategies, and pilots
• Drive growth through CS Managed Services and Large Client Education initiatives across CEMEA, fostering impactful client engagements and delivering value propositions

Training & Capability Building

• Design and deliver training programs covering the full professional services menu and implementation best practices
• Develop and maintain service catalogs and pitch materials, applying best practices in presentation and client communication

Operational Oversight & Metrics

• Collaborate with finance and operations teams to set and track revenue targets, OPEX allocations, and pipeline management
• Monitor strategic program performance and lead governance efforts
• Support staffing and resource planning across service lines and regions

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. ​

Qualifications

Basic Qualifications:

• 10+ years of relevant work experience with a Bachelor’s Degree or at least 7 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 4 years of work experience with a PhD, OR 13+ years of relevant work experience.

Preferred Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 10+ years in client services, professional services, or strategic program management, preferably in technical consulting environments
• Proven experience in leading cross-functional teams and managing complex client engagements.
• Excellent communication, stakeholder management, and presentation skills, including experience engaging with C-level stakeholders.
• Ability to work in a fast-paced, matrixed environment with global and regional teams.
• Proficiency in data and technical skills including Power BI, data visualization, and automation tools.
• Familiarity with AI and Gen AI tools and their application in client services.
• Strong understanding of Visa’s Client Services and Managed Services offerings (such as Disputes operation, Rule management, etc. ). Industry experience in banking or financial institutions (FIs).
• Functional expertise in learning & development, consultancy/advisory, and capability building
• Experience in program design and delivery, and B2B sales enablement.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.