Senior Client Care Consultant

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Within Client Care, in the GPM (Global Partner Management) team, the Senior Vendor Management Consultant is accountable for the end‑to‑end, in‑life management of strategic third‑party suppliers delivering issuer‑facing services on behalf of Visa. These services may include, but are not limited to, concierge services, cardholder benefits, promotions, and other value‑added services supporting affluent cardholder programs.

The role owns supplier outcomes across operational performance, commercial results, risk, compliance, and issuer confidence, leveraging data‑driven and AI‑enabled insights to improve efficiency, strengthen oversight, and support timely, well‑informed decision‑making. Acting as Visa’s senior supplier owner, the role ensures suppliers consistently deliver against contractual obligations while driving continuous improvement and long‑term value.

The role will require extensive interaction across multiple cross-functional areas, such as outsourced contact centers, Product, Sales/Account Management, Sourcing, Compliance, and Legal.  This candidate will work closely with Product team and include liaison work between suppliers and product/program owner, to ensure we meet the needs of clients, merchants, and customers.  This includes escalation support, program administration, program expertise, research and analysis for operational issues, and overall program operational performance from a business perspective. 

The position requires the ability to use prior vendor operations management, account management and program management strong experience

Specific responsibilities include:

End‑to‑End In‑Life Supplier Ownership & Governance

• Act as the primary and ultimate owner for assigned third‑party suppliers throughout the in‑life contract phase.
• Lead supplier governance frameworks, including operational reviews, escalation paths, and executive‑level forums.
• Chair supplier governance meetings and act as Visa’s senior escalation point for supplier performance or delivery failures.
• Lead and coordinate input from Vendor Management Consultants and other operational roles to ensure holistic supplier oversight.
• Maintain senior, trust‑based relationships with supplier leadership teams aligned to Visa and issuer objectives.

Supplier Performance Accountability (SLA / KPI / Quality)

• Hold ultimate accountability for supplier performance against contractual SLAs, KPIs, and service expectations.
• Ensure robust performance measurement, reporting, and trend analysis is in place, leveraging automated and AI‑enabled reporting and analytics where appropriate.
• Identify emerging risks, systemic issues, and performance trends, drive corrective action and remediation plans through to closure.
• Enforce contractual remedies, including service credits, penalties, and improvement commitments, where required.
• Ensure supplier delivery consistently supports positive issuer and cardholder experience by assessing whether complaints originate from supplier performance issues or internal process gaps, and by identifying and agreeing an appropriate resolution with the supplier. Apply a bespoke or standardized complaint‑handling approach based on the root cause, the party raising the compl