APAC Managed Services Senior Director - AI & Transformation

Visa Philippines Business Processing Center, Corp.; Philippines; On-site; PHP 5,000,000 - 12,000,000; Full time

Job summary

Visa Philippines Business Processing Center, Corp. seeks a Senior Director, Managed Services to lead regional service delivery across Asia Pacific.

The role drives scalable operating models, workforce planning, governance, and outcomes across client, consumer, financial, risk, and people metrics. Responsibilities include directing formal transformation programs with AI, automation, analytics, and digital servicing; partnering with product and technology to align service capability; and building

Qualifications

• Bachelor's degree or equivalent professional experience; MBA or advanced degree preferred.
• Typically 15+ years of progressive experience in managed services, service delivery, customer or client operations, contact center operations, or related environments.
• Significant experience leading large, multi-layered, geographically distributed teams through senior leaders.
• Demonstrated success setting strategy, designing operating models, leading complex operations, and delivering measurable outcomes across client experience, service quality, financial performance, risk, and employee engagement.
• Proven transformation leadership across process redesign, organizational change, technology implementation, AI-enabled servicing, automation, digital channels, knowledge management, or workforce optimization.
• Strong commercial and financial judgment, including budgets, capacity, vendors, investment decisions, business cases, and performance reporting.
• Experience leading multi-site operations and third party partners with common performance, governance, control, and service standards.
• Exceptional executive communication and stakeholder leadership, with ability to influence across regions, functions, and levels.
• Experience in payments, financial services, technology, outsourcing, shared services, or regulated high-volume service environments is strongly preferred.
• Ability to travel based on business needs.

Responsibilities

• Set the strategic direction for Visa's Managed Services across Asia Pacific, ensuring delivery of client, consumer, operational, financial, people, and risk outcomes.
• Lead through senior managers and cross-functional partners to deliver resilient operations across sites, products, service channels, and third-party partners.
• Establish a scalable operating model with round-the-clock service, workforce planning, decision rights, escalation paths, and governance.
• Own performance across service levels, quality, productivity, cost to serve, compliance, client/consumer experience, and employee engagement.
• Provide senior oversight during service disruptions, client escalations, and emergencies with timely decisions and communication.
• Create a culture of execution discipline through clear priorities and rigorous follow-through.
• Define and lead the regional transformation roadmap, aligning with enterprise strategy and market needs.
• Utilize AI, automation, analytics, digital channels, self-service, and knowledge management to improve quality, speed, and scalability.
• Lead operating model redesign, process simplification, organizational change, and technology adoption while protecting service continuity.
• Translate strategic priorities into business cases, milestones, owners, success measures, and execution rhythms.
• Build organizational readiness for AI-first service environments with governance, capability building, and measurable value realization.
• Drive experimentation and learning while ensuring practical, controlled innovation linked to client and business outcomes.
• Build and mature Managed Services capabilities across contact center operations, client relations, escalation management, digital servicing, and workforce optimization.
• Establish roadmaps, standards, maturity measures, and performance expectations across products, sites, and partners.
• Partner with product and technology leaders to ensure operational insight informs product design and future capability investments.
• Clarify ownership across regional delivery, product-aligned leadership, transformation priorities, and shared enterprise capabilities.
• Identify opportunities to convert operational insight into stronger client value and competitive differentiation.

Job description

Visa Philippines Business Processing Center, Corp. seeks a Senior Director, Managed Services to lead regional service delivery across Asia Pacific.

The role drives scalable operating models, workforce planning, governance, and outcomes across client, consumer, financial, risk, and people metrics. Responsibilities include directing formal transformation programs with AI, automation, analytics, and digital servicing; partnering with product and technology to align service capability; and building