Sr. Manager, Client Resolution (NA Region Clients)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Client Resolution (CR) provides industry-leading operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to product client success managers (CSM) sales and technology by providing operational support and promoting new products and services.
This is a managing contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role will manage a team with responsibility for responding to client inquiries.
Primary Responsibilities:
- Manage Coach Mentor a team with responsibility for North America based clients.
- Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded advocate on behalf of the clients
- Partnering with the Sales Account Executives to support new business development opportunities.
- Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
- Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
- Coordinate internal resources to accomplish Visa and client objectives
- Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation meeting required deadlines
- Build and enhance positive working relationships with key clients and internal stakeholders
- Independently formulating decisions that may have significant operating and financial impact on Visa initiatives reputation and clients.
- Represent client perspective within Visa organization to ensure enhancements are prioritized
- Report on customer project accomplishments and deliverables to senior management
- Act as liaison for the client provide problem management proactive identification of processing efficiencies and system enhancement support
- Educate and train clients on best practices for all supported services
- Represent complex customer change requests system or operational requirements negotiate and manage expectations internally and externally
- Develop and manage strategic planning operational initiatives special projects and client-driven continuous improvement plans
- Serve as an escalation point for complex issues
- Proactively notify clients regarding any widespread or business critical problems with the application as well as scheduled periodic maintenance outages
- Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
- Domestic travel may be required
Qualifications :
Basic Qualifications
8 years of work experience with a bachelors degree or at least 6 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 2 years of work experience with a PhD
Preferred Qualifications
10-12 years of work experience with a bachelors degree or 6-8 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 4 years of work experience with a PhD
A minimum of 6 years of successful experience in progressive leadership roles with Client facing accountability in the Payments industry
Demonstrated strategic ability to solve complex global cross-functional issues by exercising critical thinking and sound judgment
Functional experience in bankcard operations supporting highly complex clients and/or services
Must be a self-starter with proven abilities in organizational conceptual and logical problem solving
Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
Working knowledge of payment systems including authorization & clearing systems client connectivity and settlement services
In-depth knowledge of payments network and processing services
In-depth knowledge of Client business drivers for their operations and processing businesses
Excellent knowledge of key technical specialties supported
Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
Oversee the development of strategies and programs and action plans aligning efforts of the Client Support organization with other key Visa stakeholders
Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
Skills in Excel for data analysis
Power point for professional presentations
Excellent verbal written presentation and interpersonal skills required
Understanding basic accounting principles including cost allocation methods is a plus
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 :
Full-time
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more
