Business Services Manager

The Business Services Manager has dual responsibilities:

• Providing reliable, high quality administrative support to the Group Country Manager (GCM) and Head of Strategy & Operations of Australia, New Zealand & South Pacific (AuNZSP). This role enhances the business impact of these executives and contributes to the operational effectiveness of the broader Visa team across AuNZSP.
• Provide leadership, coaching and development of the Business Services community. Develop and enhance a community of administrative support experts and Office Managers operating across multiple teams and geographies. The Business Services Associates and Office Managers are responsible for providing excellent business operational support, facilities and employee experience to members of the AuNZSP Leadership Team and their functions.

The Business Services Manager reports to the Group Country Manager AuNZSP.

Detail of what a Business Services Manager does at Visa:

• Has a sound understanding of Visa's business strategy, leadership principles and key executives' priorities.
• Serves as a first point of contact for enquiries to prioritize the GCM's time and activities.
• Establishes and maintains effective and cooperative professional business relationships with all levels of management, employees, external businesses and regulatory contacts.
• Builds a confident and effective relationship with executive assistants in financial institutions, merchant clients and ecosystem participants.
• Manages complex senior executive calendars, schedule meetings, travel, video conferences and group events (off-site and/or internal events). Prepared to take accountability and be a creative thinker when planning/delivering events.
• Manages extensive domestic and international travel arrangements (airline and hotel reservations). Verify invoices and process travel expense reports to meet compliance requirements.
• Develops and updates documents built in the Microsoft suite and effectively utilises Teams and other productivity tools such as Copilot and generative AI. Look for opportunities to enhance and adopt workflow tools.
• Prepares meeting materials including the creation of presentations, briefings and other related materials.
• Work with the Asia Pacific (AP) based teams to ensure effective communication and alignment with the Visa Regional hub.
• Create a sense of community and best practice sharing across the AuNZSP Business Service Associates and Office Managers. Ensure support for and alignment to the AUNZSP Scorecard, business objectives and key results (OKRs)
• Collaborates closely with all stakeholders in the business to deliver excellent business operations support.
• Ensures community workload is equitably distributed and backups are in place when team members take leave.
• Lead regular formal and informal community check-ins to enable consistent feedback loops and maintain a positive and supportive environment.
• Proactively looks for ways to innovate and improve the way the Business Service Associates provide support services to the AuNZSP Leadership Team
• Understand the career aspirations of the individuals, support and help them attain their goals.

Importance of this role to Visa

The Business Services Manager is responsible for setting the benchmark and leadership in the provision of operational support. The role is important to ensure effective use of executives time and create an environment of success for the Business Service Associates by ensuring the community is operating effectively. The Business Services Manager also leads the adoption of new tools and processes in a changing business environment preempting new flows of work and more efficient ways of working.

The role covers a wide-ranging awareness of the business operations in the AuNZSP and provides the opportunity to have a varied and fulfilling network of internal and external stakeholders as it has coverage across many different sections of the business locally and internationally.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.