Client Service Manager (FX)
Client Service Manager (FX)
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Job Description
The Service Management team is a crucial component of the Visa Payments Limiteds support model tasked with maintaining and developing robust and lasting relationship with our Key Accounts. As their clients advocate Service Managers understand their clients 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 daytoday.
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 clients 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 clients 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. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
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 years experience in the client relationship management / Service Management space (client facing) in banking or financial services
Must have a detailed knowledge of crossborder and/or local ACH payment principles / rules / operating practices / industry norms
Must be detail oriented with a proven ability to analyze service performance and client satisfaction and implement practical and sustainable solutions that reduce operational overhead and/or improve CX
Must be a natural relationship builder and an effective communicator (written and verbal)
Must be able to work crossfunctionally to deliver operational improvement and resolve issues efficiently and effectively
Must have some exposure of FX (Foreign Exchange) concepts and processes
Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages
Comfortable managing and influencing internal/external stakeholders at all levels
Enjoy solving problems
Adaptable and calm in the face of complexity and frequent service/operational change
Additional Information :
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
