Delivery Director, Visa Managed Services, Melbourne

Visa Consulting & Analytics (VCA) Australia, News Zealand and South Pacific (AUNZSP) is Visa's advisory division, working with Visa's clients (including card issuers, acquirers, and merchants) on a broad range of key business initiatives including strategy, proposition development, loyalty, operational optimisation, customer engagement and overall business profitability.

VCA is made up of three services lines - Advisory, Data Science and Managed Services, the latter being the execution arm of VCA. Our Managed Services teams (also known as squads) are embedded on client sites leading long-term engagements and delivering value primarily through implementation and execution services. We deliver objectives from a shared value agenda but are also closely connected to the broader VCA team, sharing knowledge, and bringing the best of Visa to the client.

This role will be responsible for working with a key strategic client in the Australian market.

What a VCA Delivery Lead does at Visa:

This role will have three core responsibilities:

Delivery Director:

• Lead recruitment of resources for Managed Services projects including working with third party suppliers to source talent (either locally or abroad) to onboard into our client’s business.
• Lead and oversee multi-skilled teams to deliver projects across product, marketing and data and that produce high quality outcome for clients.
• Managing stakeholders in a complex environment and at senior levels – across the client and Visa.
• Where appropriate, bring subject matter expertise or else identify the right experience elsewhere in Visa to bring in for support.
• Ability to guide teams through their responsibility for the overall client’s delivery end-to-end.
• A portion of this role’s time will be embedded with Visa’s clients to support Delivery Leads, building team culture, driving performance and delivery to the highest standards.

Business Development:

• Work closely with the market Account Executives and VCA Client Leads to bring together the best of Visa, creating end-to-end programs of support that might encompass a broad range of Visa services and capabilities with the goal of will delivering the best outcomes for our clients.
• Build strong relationships with clients to deeply understand their business and challenges, sharing these insights with internal Visa stakeholders to ensure a common understanding and enable the identification of other opportunities for Visa to add value to the client’s business.
• Over time, build out a knowledge base on Visa’s products and services (including advisory) to provide opportunities to support our clients through other parts of the business.
• Liaise with the Visa Consulting & Analytics Client Leads and cross functional teams to develop the most appropriate Managed Services solution to deploy include resources requirements, operating model and phasing of squad implementation.
• Develop pricing proposals for projects.

Internal Program Management:

• This role reports into the Head of Managed Services AUNZSP and will also work closely to develop the Managed Service value proposition for AU based clients, creating a joined-up narrative which articulates how Managed Services fits within the broader VCA offering, and its contribution to a holistic VCA value proposition to clients.
• Provide inspirational leadership by building, developing, and managing a high performing and diverse team, which differentiates through innovation, speed, pace, diversity of thought and employee engagement.
• Document processes, key learnings and best practices in artefacts that can be reused across the team.
• Lead initiatives that have program wide or market wide benefits (i.e., new suppliers’ identification and onboarding).
• Active Contributor to Team Success - Actively participating as a member of the Managed Service Leadership Team, and AUNZSP VCA team. Makes suggestions for achieving team goals or performing team functions; provides necessary assistance to remove obstacles to help the team accomplish its goals.
• Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• High-Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.
• Tenacity - Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable. Adjusts focus when it becomes obvious that a goal cannot be achieved; redirects energy into related achievable goals if appropriate.
• Building Strategic Work Relationships - Developing and using collaborative relationships to facilitate the accomplishment of work goals. Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).
• Driving Execution - Translates requirements into actions by determining action steps and milestones required to implement a specific business initiative; adjusts activities or timelines as circumstances warrant.

What you will need to be successful:

• Motivated by delivery and with a high attention to detail, compliance, and project governance.
• People leader with experience leading high performing delivery teams with diverse resources and skill sets across analytics, marketing, digital & product.
• A proven track record of delivering projects within to time, within costs and to the highest quality.
• Deep experience in managing complex projects and management skills within a banking environment.
• Superior strategy and problem-solving skills, with demonstrated intellectual and analytical rigor.
• Strong team orientation with a collaborative, diplomatic, and flexible style; able to work effectively in a matrixed organization.
• Excellent communication and presentation skills, including strong oral and written capabilities.
• Self-motivated, results-oriented individual with the ability to progress multiple priorities concurrently.
• Experience in and passion for payments and customer experience.
• Strong commercial acumen, with experience in working on business/value cases that prove ROI.
• Excellent client engagement and relationship management skills with a collaborative approach to stakeholder management.
• 10 plus years’ banking experience leading, overseeing, and directly delivering product and complex transformation projects.
• Deep understanding, passion, and proven capability to build high performance teams.
• Deep understanding and empathy of customer needs and commercial drivers.
• Technical competence to be able to communicate with a wide range of stakeholders – from data experts to marketers & product owners - is essential.
• Experience of presenting in person and remotely to a range of stakeholders at all levels of an organisation is desirable.
• Experience with Financial Institution/Banking customer lifecycle strategy and execution.

Projects you will be a part of:

The role will be based in Melbourne, Australia in a hybrid work environment (minimum 3 days in office per week and additional flexibility will be expected to support potential client needs).

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.