Team Overview
The Japan Client Relationship Management (CRM) team is accountable for managing client relationships with payment ecosystem stakeholders such as banks, financial institutions, platformers, eCommerce companies, wallet providers, etc.
What a Team Leader of CRM does at Visa:
The primary objective for this role is to lead the Account Executive (AE) team within Japan CRM that is responsible for the relationships with some of our largest clients in Japan, to deliver highest value to both client and Visa. This will center on the team understanding client objectives, business challenges and opportunities and collaborating with internal stakeholders to bring the best of Visa’s capabilities to help grow their businesses.
Key responsibilities of the role include:
- Understanding client’s business and champion how we support their success: Distill the right vision and strategy for the client relationship in collaboration with cross-functional Visa team members. Key to this is working with client executives to ensure their priorities and operational capabilities are clearly understood and our work plans are clearly aligned with them.
- Excellent execution of key strategic priorities: Act as a champion for excellence in delivery of the Strategic Priorities defined in the Japan Business Strategy.
- Role modeling “the How”: Be a consistent role model of Visa’s Six Leadership Principles.
- Delivering superior client experience of Visa: Act as the orchestrator of how our client consistently experiences the best of Visa’s global expertise by ensuring that the way that the entire Visa team (not just CRM, not just from Japan) interact with clients is professionally coordinated and clearly aligned to the priorities agreed with the client. This requires disciplined and committed leveraging of the Visa Client Playbook, of self and all others who work on client relationships.
- Achieving optimal balance of client and Visa’s interests: Continuously lead the team to refine the development and delivery of Visa's solutions for client through disciplined application of Visa’s client partnership model in a way that best balances the support for client to deliver on their priorities and to also deliver on Visa’s performance objectives. This will also include consistently analyzing the Visa business, market trends, regulations and competition to support optimal decision making.
- Maintaining excellent client relationships: Build and maintain highest quality relationships across all levels of our client. A key element of this is orchestrating systematic engagement of senior Visa executives with the right senior executive clients.
- Driving sales: Driving delivery of a quality sales pipeline for core products and value added services.
- Establish and nurture a world class team: By ensuring the team has the right mix of capability and are motivated to themselves role model Visa’s 6 Leadership Principles while managing team performance including recognizing and encouraging high performance and skillfully and respectfully addressing underperformance.
- Seek new business- in addition to sustaining existing business, seek out and secure new material sources of business.
- Take clear ownership and accountability of the risks of the business and ensure the team are well equipped to effectively manage risk through consistent application of all of Visa’s relevant Key Controls.
Why this is important to Visa
As a business that’s success is primarily driven by how well our solutions deliver results for our clients and how strong our relationships with those clients, the team lead covering our most important client group is a critical role.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Key Competencies
- Fluent in both English and Japanese for business and client-facing settings
- Superior leadership qualities with the ability to build high performing teams - provide direction, motivation and holding self and team accountable for results and the required behaviors.
- Highly disciplined and organized approach to managing self and team to execute consistently and systematically on both immediate and long-term priorities.
- Collaborative and results driven leadership style that is both inclusive and capable of decisive action.
- A strategic thinker who creates a clear vision and then breaks the objective into clear deliverables phases.
- Strong commercial skills - applies commercial analysis to evaluate business opportunities and ensures that budget, profitability and earnings targets are based on valid assumptions and appropriate business models. Additionally, building this approach as a key attribute of the entire team.
- Disciplined approach to risk management - identifies and analyses the risks when making decisions.
- Experience and understanding of global practices and management.
- Excellent presentation, communication and networking skills.
- Self-starter with demonstrated ability to take initiative, and adapt in a fast changing, often ambiguous market context.
- Ability to make and build strong connections with all levels of our client
Qualifications
- Around 15 years of experience, preferably in banking/financial services, technology services, fintech or management consulting. Strong knowledge of payments, eCommerce and mobile technology is a plus.
- Proven ability to design, negotiate and manage execution of business agreements and to enhance existing and develop new business partnerships at senior executive levels.
- A proven track record of planning, managing and closing complex and competitive sales efforts using a clear and systematic approach to execution.
- A demonstrated ability to implement strategic initiatives, policies and operational decisions for clients of all size and act as a trusted advisor by developing significant long-term, trust based relationships with demanding, senior-level executives at large, complex organizations.
- A track record of building and commitment to managing, motivating and holding a high performance team accountable.
- Strong academic credentials. An MBA or similar degree from a top tier institution is preferred.
Personal Characteristics
- Trustworthy and possesses highest standards of ethical conduct and integrity
- Drives for achieving superior end to end results, in a sustainable way.
- Very client focused.
- Genuinely cares for and is inclusive of people, supports people’s wellbeing.
- Strong at networking. A connector of people, communities and clients in Japan and across Visa.
- Has stature, gravitas, reputation and professional attitude, internally and externally.
- Courageous, accountable and willing to challenge the status quo, and drive innovation.
- Curious, with a drive to continuously learn.
- Has high levels of professional humility and actively seeks and uses feedback constructively.
- Disciplined and organized in a way that enables consistent delivery of results while also being able to respond well to unexpected demands
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
