Client Service Manager, Cross Border payments

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

  What’s it all about?  

The Service Management team is a crucial component of the Visa Payments Limited’s support model tasked with maintaining and developing robust and lasting relationship with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business/business processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being an Visa Payments Limited customer, ensuring their service needs are met and agreed service levels achieved. 

You will be assigned a number of Americas Platinum clients to manage directly as their Service Manager.  You will take a holistic look at service across all Visa Payments Limited functions/platforms, measure and review service performance and either through direct or collaborative action, deliver improvements.  You will work with your account management counterpart to maintain and grow the service and commercial relationship. 

What we expect of you day-to-day.

You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Payments Limited.

• You will promote a culture of service excellence and ‘best in class’ through leading by example 

• You will streamline processes to improve efficiency, automation and scalability 

• You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions 

• You will be your client’s advocate within Visa Payments Limited and sponsor / champion product and service change 

• You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results 

• You will host regular service reviews with your clients & monitor service performance and any applicable SLAs 

• You will manage a continuous Service Improvement Register for each of your accounts 

• You will perform deep dive analysis and identify opportunities to optimise your client’s use of the service and promote service best practice both internally and to your clients  

• On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided) 

• You will produce and maintain a suite of service documentation and reports 

• You will build a strong and collaborative relationship with your Account Management counterpart  

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.

Local Law 144 Notice for New York City Resident Applicants: For some requisitions, automated employment decision tools ('AEDTs') may be used as part of the assessment process to assist our recruiters in the initial evaluation of your application. If your application is submitted pursuant to New York City Local Law 144, you may request an alternative assessment from the recruiter. Please visit the Visa Global Privacy Notice to learn how we may collect, process, or retain your professional and employment information for recruiting purposes. 

Qualifications

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Must have 5 ye