Director – Head of Shared Services / Center of Excellence, Visa Managed Services

Key Responsibilities

Leadership & Team Management:

• Provide leadership and day-to-day management for a centralized team (expected to grow to 10+ by FY26) spanning portfolio optimization, data science, technology, and risk managed services.

Delivery Excellence:

• Oversee the end-to-end delivery of complex, multi-disciplinary client projects, ensuring alignment with best practices, quality standards, and client expectations.
• Drive operational efficiencies and monitor resource utilization to maximize team productivity and impact.

Stakeholder Engagement:

• Cultivate strong, ongoing relationships with internal VCA, VMS, and Data Labs teams, as well as with client stakeholders across the region.
• Partner with cluster and practice leads to identify and prioritize new engagement opportunities.

Process & Quality Management:

• Implement and continuously improve processes, methodologies, and tools to enhance project delivery, knowledge sharing, and risk management.
• Ensure the capture and retention of critical project knowledge, learnings, and intellectual property.

Strategic Growth:

• Support the strategic evolution of the Shared Services/CoE to include new offerings such as Risk Managed Services, in response to client and market needs.
• Contribute to the development of business cases, proposals, and pipeline management for shared services engagements.

People Development:

• Foster a culture of high performance, collaboration, and inclusion within the team.
• Lead talent management, including recruitment, onboarding, mentoring, and upskilling to meet evolving business needs.

Reporting & Governance:

• Oversee metrics and reporting on team utilization, project delivery, client satisfaction, and financial performance.

Qualification & Requirements

What you will need:

• Advanced degree (Master’s or higher strongly preferred) in Business, Technology, Data Science, Engineering, or related fields, or equivalent experience.
• 15+ years of progressive experience in consulting, managed services, or analytics, with a proven record of managing multi-disciplinary teams across AP or comparable regions.
• At least 7 years in a people leadership role, including experience as a direct manager of managers or large teams.
• Demonstrated expertise in project delivery across at least two of the following domains: portfolio optimization, data science/analytics, technology implementation, or risk management.
• Strong track record in resource management, process improvement, and driving operational excellence.
• Exceptional stakeholder management and communication skills, with experience engaging C-level client stakeholders.
• Deep understanding of payments, financial services, or related industries, experience with Visa or similar organizations is a plus.
• Proven ability to drive change, scale teams, and implement best practices across a matrixed, global organization.
• Strong analytical and problem-solving skills, with a passion for developing talent and fostering a culture of continuous improvement.
• Willingness to travel as required to support clients and team members across the region.

What will also help:

• Experience in building or leading a center of excellence or shared services team within a complex organization.
• Familiarity with agile methodologies, digital transformation, and/or managed services operating models.
• Strong business acumen and understanding of commercial drivers in a professional services environment.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…