Director, Global Client Services & Incident Management

Visa; Manila; On-site; PHP 2,902,000 - 4,687,000; Full time

Job summary

Visa is seeking a seasoned leader to head its Client Services Global Incident Management in Pasay. You will drive 24x7 incident response, lead a global team, and ensure high-quality reporting while collaborating with regional and global partners.

The role requires exceptional English communication, a strong track record in incident management, and willingness to work in an in-office environment at least three days per week. This is a senior, impactful position within Visa's Elite Care Operations.

Qualifications

• Educated to degree level or equivalent experience with 12+ years in payments or financial services.
• Strong command of English, both verbal and written, for client-friendly reporting.
• Proven ability to lead under pressure and coordinate across functions.

Responsibilities

• Lead Pasay-based teams focused on client success and operational excellence.
• Drive global support operations across phone, email, and digital channels.
• Partner with regional and global stakeholders to improve client outcomes.
• Champion service excellence using performance metrics and feedback.
• Lead workforce planning, QA, and governance for service delivery.
• Accelerate adoption of digital solutions, automation, and AI-enabled tools.
• Mentor leaders and team members through coaching and development.
• Provide executive-level reporting and insights to senior leadership.
• Foster collaboration and inclusion across regional and global teams.
• Demonstrate flexibility to support business needs outside regular hours.

Skills

Leadership

Incident management

Operational resilience

Stakeholder management

Executive communication

Cross-functional collaboration

Mentoring / coaching

English proficiency

Education

Degree level or higher

12+ years in payments/financial services

Job description

Visa is seeking a seasoned leader to head its Client Services Global Incident Management in Pasay. You will drive 24x7 incident response, lead a global team, and ensure high-quality reporting while collaborating with regional and global partners.

The role requires exceptional English communication, a strong track record in incident management, and willingness to work in an in-office environment at least three days per week. This is a senior, impactful position within Visa's Elite Care Operations.