Member Access Processing (MAP) is a trusted leader in payment processing solutions. We provide secure, efficient, and tailored services to financial institutions and businesses, enabling seamless transactions for their customers. With a focus on innovation, reliability, and customer satisfaction, MAP is committed to delivering cutting-edge technology and exceptional service in the ever-evolving world of payments. We pride ourselves on creating a positive, collaborative work environment where our employees can grow and make a meaningful impact.

The Director of Solutions Delivery is responsible for ensuring reliable, disciplined delivery execution across payment-related initiatives, operational deliverables, and cross‑functional commitments. This role combines deep Visa payments expertise with strong team leadership, structured follow‑up, and rigorous task management to ensure that priorities are executed consistently.

ROLE AND RESPONSIBILITIES

In this role, you will set the standard for excellence in the following areas:

PEOPLE LEADERSHIP & TEAM DEVELOPMENT

• Directly lead and develop a high‑performing team of subject matter experts responsible for supporting Debit, Credit, ATM, POS processing services, and new customer onboarding.
• Build, scale, and mature the team to support organizational growth, evolving skills, and future client needs.
• Provide coaching, mentorship, and performance feedback while contributing to talent development and recruitment efforts.

CLIENT ADVISORY & RELATIONSHIP MANAGEMENT

• Serve as a trusted subject matter expert and advisor to clients, consulting on project feasibility, technical requirements, and processing best practices.
• Participate in senior‑level client relationships, acting as an escalation point and driving issues through resolution while maintaining strong client confidence.
• Advocate for clients internally, ensuring their needs are clearly represented and addressed.
• Deliver timely, accurate, and professional communication to clients, internal stakeholders, vendors, and reseller partners.

DELIVERY EXECUTION & CROSS‑FUNCTIONAL COORDINATION

• Execute against established ePMO processes, project plans, and department models to support the successful delivery of complex solutions for new and existing clients.
• Partner closely with the ePMO, Plastics, Scoping and cross‑functional teams to ensure alignment, clarity of requirements, and smooth execution.
• Facilitate clear, consistent communication related to solutions delivery across multiple internal departments and external stakeholders.

CONFIGURATION QUALITY & OPERATIONAL SUPPORT

• Ensure client card processor configurations are accurate, current, and aligned with industry and organizational best practices.
• Provide expert support in troubleshooting configuration and product or service functionality issues.
• Continuously improve processes for evaluating and validating client configurations and maintaining configuration integrity.
• Maintain accurate internal records and systems related to client configuration data.

COLLABORATION & STAKEHOLDER ENGAGEMENT

• Cultivate and sustain strong, collaborative working relationships with internal teams, clients, vendors, host processors, and key partners (including Visa DPS).
• Foster effective information sharing and ongoing dialogue across the organization to support client success and operational efficiency.

CORE EXPECTATIONS

In addition to the responsibilities above, you must be a disciplined self‑starter who can independently manage and prioritize work, take active ownership of client and internal responsibilities, proactively solve problems, advocate for clients, and demonstrate leadership through continuous self‑education on the organization’s products, services, systems, and supporting processes.

YOU WILL BE EXPECTED TO DELIVER

• Establish and sustain strong relationships with clients throughout the relationship lifecycle by:
• Delivering on well‑defined project objectives and requirements that foster alignment and shared understanding.
• Supporting successful delivery through clear communication and coordination with stakeholders.
• Collaborating across teams to ensure clients have a strong, well‑aligned support network.
• Evaluate preferred vendor and partner products and services to understand capabilities and value alignment for clients.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor’s degree in Business Administration, Business Management, Information Systems, or Management Information Systems, or equivalent work experience with demonstrated expertise in delivering client solutions, implementations, or operational initiatives within financial services.
• 10+ years of senior-level experience in Service or Solutions Delivery, or in a customer support role within the payment services industry.
• Strong leadership capabilities supported by 6+ years of people management experience.
• Detailed knowledge of Visa’s payment processing ecosystem, including Visa DPS reseller models, message routing, authorization, clearing and settlement, client connectivity, and the credit union/CUSO operating environment.
• Proven capability to balance competing priorities and deliver results under tight deadlines within a rapidly scaling organization.
• Strong verbal, written, presentation and interpersonal skills are required.
• Excellent time management, organization, and planning skills are essential.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrated ability to communicate and translate technical concepts and terminology at all levels.
• Demonstrated success in customer relationship management, with excellent interpersonal skills.
• Self-starter with a demonstrated ability to work independently as well as collaboratively to achieve organizational results.
• Experience in using standard corporate tools (e.g., Excel, PowerPoint, Word, Zendesk, Monday.com, Salesforce, etc).