Client Service Manager
Client Service Manager
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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 optimize 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 :
What were after
5 years payments experience within a bank fintech or payment processing institution in a client relationship management/service management role
A detailed knowledge of crossborder and/or local ACH payment principles
A detailed knowledge of collections and FX capabilities
Must be detail oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical and sustainable solutions
Must be a natural relationship builder and effective communicator
An ability to work crossfunctionally to deliver improvements and resolve issues efficiently and effectively
Exposure to SWIFT messaging standards is an advantage
Comfortable managing and influencing internal/external stakeholders at all levels
Adaptable and calm in the face of complexity and frequent service/operational change
A strategic thinker who is selfmotivated resilient and a strong collaborator with good interpersonal communication and negotiation skills
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
