Responsible for the leadership, strategy and execution of Client Services transformation strategy and operational processes, enabling globally consistent ways of working, defining performance standards and monitoring these to continually improve our products and services.- Responsible for the planning and execution of our global change strategy enabling us to meet our future operating model in collaboration with cross functional and regional leaders. - Accountable for enabling successful change, positioning managers to lead their people through change- Lead global and functional continual improvements to improve client experience and increase year-on-year productivity, with an accumulative $23 million USD in reduced operational expenses through process improvements over the 3 years. - Champion Generative Artificial intelligence across our organization, responsible for the democratization to develop awareness and knowledge, increase usage, showcasing successes within employees every day working life to improve client and employee experience- Responsible for client services global processes and standards, monitoring the performance health in collaboration with functional leaders to optimize performance- Global Visa Rules owner for 30 business rules, ensuring compliance of clients and approving exceptions where appropriate. - Accountable for the Visa global service level management, partnering with product and technology to define, monitor and report on our performance against contractual obligations with clients and partners- Accountable for Visa’s global client incident response, ensuring transparency with clients both during and following an interruption to service, with ownership of remediation plans to ensure minimize the impact or prevent future occurrence

Leading a global team to deliver cross functional initiatives; increasing efficiency, improving client satisfaction and optimizing client services operating costs. - Lead global strategic operational programs/initiatives including global planning and communication - Support Client Service leadership team to identify and implement solutions for global business transformation, efficiencies, client experience and risk mitigation- Responsible for the global Client Service process mapping, capacity, bench-marking and efficiency strategy and analysis- Accountable for the global Incident Management operating model with direct responsibility for pre and post incident management- Responsible for the global Service Level Management capability within Visa

Leading the central Problem Management team; evolving and strengthening their capability to provide clarity and ownership of the management of all service related problems. Ensure detailed root cause analysis is performed to enable effective decision making on the viability of problem fixing, taking into account service cost, risk and customer satisfaction. - Visa Europe Problem Management Process Owner- Accountable for leading and managing the end to end Problem Management capability provided to Visa Europe services- Develops and executes against the vision and business plans and contributes to the development of divisional strategies- Drives adherence of third parties to contractual Problem Management targets and holds third parties to account- Negotiates and influences across the key business stakeholders and operates with gravitas to make decisions on technical and business problems across Visa Europe- Builds strong stakeholder relationships to establish and manage the Problem Management resolver group community - Builds strong stakeholder and customer/supplier relationships across supporting capabilities to ensure conformance of the Problem Management policy and process- Manages and drives efficiencies and provides clear alignment by reducing service outages, improving incident resolution times, improving customer satisfaction and reducing service costs- Delegated responsibility for the budget allocated to own project

- Shape, define and progress our Strategy including the integration with the transformation project team.- Single point of contact for Mon-Fri groups including Senior Management, Service and Business owners.- Provide delegated responsibility and uninterrupted succession planning for Head of Prod Ops.- Build, develop and implement a strategy for the IT Service Desk - Provide Business continuity for the European Operations enhancing the management of protracted incidents, resourcing requirements and change implementation

- Coaching and line management responsibilities for a team of 20 consisting of 4 functional areas (Operations support, Network Operations, Clearing and Settlement and Authorisations)- Delegate for the Head of Production Operation - Responsible for the progression and ownership of all production system and service impacting incidents - Lead all IT subject matter experts required to resolve incidents as required and make critical and informed decisions necessary to progress incident investigations towards a successful conclusion - Real time communication with various stakeholders within business lines, - Iterative review of all incidents by continually reassessing actual service impact, next steps and progress being made towards restoring service to normal operations - Implementation of activities, projects and enhancements to support Visa’s strategic roadmap - Once any incident is closed and system is restored to normal operations, work with all necessary resources to prevent a re-occurrence of the incident.

- Develop a strategy for the Network Operations team- Line management of a team of 4 (24x7x365) including performance management and development.- Coordinate all required support resources to ensure service quality and stability is maintained- Delegate for the European Operations Manager