Senior Director, Managed Services AP

Visa; Philippines; On-site; PHP 7,519,000 - 11,278,000; Full time

Job summary

Visa is seeking a Senior Director, Managed Services to lead regional delivery across Asia Pacific. You will shape the service strategy, guide senior managers, and drive modernization using AI, analytics, and digital channels.

The role focuses on scalable operating models, governance, and strong client engagement while ensuring resilient performance across sites and partners. The ideal candidate builds organizations, leads with discipline, and delivers measurable outcomes for clients and the

Qualifications

• Senior leadership experience in large, multi-site operations.
• Proven ability to deliver regional service strategies across Asia Pacific.
• Experience shaping governance models and performance metrics.
• Strong client engagement and stakeholder management skills.

Responsibilities

• Set strategic direction for Managed Services across Asia Pacific.
• Lead multi-site operations and partner networks for resilient delivery.
• Design scalable operating models with clear accountability and governance.
• Drive transformation using AI, automation, and analytics to improve service quality.
• Partner with product/technology for future capability investments.

Skills

Strategic leadership

Regional operations

Transformation programs

Client engagement

Governance

AI and analytics

Tools

AI platforms

Analytics tools

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

What a Senior Director, Managed Services Does at Visa:

The Senior Director, Managed Services provides senior leadership for Visa's Managed Services business across Asia Pacific. The role sets the regional service delivery strategy, leads complex and multi layered operations, and converts enterprise priorities into measurable client, consumer, financial, people, and risk outcomes. This leader is accountable for building a scalable operating model across Visa sites, service channels, products, and external partners. The role combines operational leadership with transformation, commercial judgment, client engagement, product and service capability development, and strong governance. The successful candidate will modernize service delivery through AI, automation, analytics, digital servicing, knowledge management, and workforce optimization while maintaining resilient day to day performance. The ideal candidate is a business builder and transformation executive with deep service delivery expertise. They can lead through senior leaders, influence across a global matrix, engage credibly with clients and executives, and create an environment where people deliver with ownership, discipline, and care.

Key Responsibilities:

Regional Service Delivery and Operational Leadership:

• Set the strategic direction for Managed Services across Asia Pacific, ensuring consistent delivery of client, consumer, operational, financial, people, and risk outcomes.
• Lead through senior managers and cross functional partners to deliver resilient operations across multiple sites, products, service channels, and third party partners.
• Establish a scalable operating model that supports round the clock service, disciplined workforce planning, clear decision rights, effective escalation paths, and consistent performance governance.
• Own performance across service levels, quality, productivity, cost to serve, compliance, client experience, consumer experience, issue resolution, and employee engagement.
• Provide senior oversight during material service disruptions, client escalations, and emergency situations, ensuring timely decisions, clear communication, and effective business continuity.
• Create a culture of execution discipline through clear priorities, transparent performance management, rigorous follow through, and continuous improvement.

Transformation, AI, and Digital Modernization:

• Define and lead the regional transformation roadmap for Managed Services, aligning priorities with Visa's enterprise strategy and Asia Pacific market needs.
• Use AI, automation, analytics, digital channels, self service, and knowledge management to improve service quality, speed, scalability, employee enablement, and cost efficiency.
• Lead operating model redesign, process simplification, organizational change, and technology adoption while protecting service continuity and control effectiveness.
• Translate strategic priorities into clear business cases, investment choices, milestones, owners, success measures, and execution rhythms.
• Build organizational readiness for an AI first service environment, including responsible adoption, governance, capability building, and measurable value realization.
• Drive experimentation and learning while ensuring innovation is practical, controlled, and connected to client and business outcomes.

Service Capability and Product Leadership:

• Build and mature Managed Services capabilities across contact center operations, client relations, escalation management, digital servicing, workforce optimization, knowledge management, and other priority services.
• Establish service roadmaps, standards, maturity measures, and performance expectations that improve consistency across products, sites, and partners.
• Partner with product and technology leaders to ensure operational insight informs product design, servicing models, controls, and future capability investments.
• Clarify ownership across regional delivery, product aligned leadership, transformation priorities, and shared enterprise capabilities.
• Identify opportunities to convert operational insight and service capability into stronger client value and competitive differentiation.

Client, Commercial, and Stakeholder Leadership:

• Serve as a senior strategic partner to regional, global, product, client services, and commercial leaders, aligning Managed Services priorities with client expectations and V