Senior Client Care Consultant

Client Services (CS) 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 and technology bringing the voice of the customer into the design development and successful deployment of Visa products and 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 Visas DPS CyberSource and 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 Visas 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 endtoend inlife management of strategic thirdparty suppliers delivering issuerfacing services on behalf of Visa. These services may include but are not limited to concierge services cardholder benefits promotions and other valueadded services supporting affluent cardholder programs.

The role owns supplier outcomes across operational performance commercial results risk compliance and issuer confidence leveraging datadriven and AIenabled insights to improve efficiency strengthen oversight and support timely wellinformed decisionmaking. Acting as Visas senior supplier owner the role ensures suppliers consistently deliver against contractual obligations while driving continuous improvement and longterm 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:

EndtoEnd InLife Supplier Ownership & Governance

• Act as the primary and ultimate owner for assigned thirdparty suppliers throughout the inlife contract phase.
• Lead supplier governance frameworks including operational reviews escalation paths and executivelevel forums.
• Chair supplier governance meetings and act as Visas 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 trustbased 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 AIenabled 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 complainthandling approach based on the root cause the party raising the complaint (cardholder or issuer) and the issues sensitivity and impact

Commercial & Contractual Accountability (InLife)

• Own inlife commercial outcomes for assigned suppliers including costtoserve value realization and financial performance.
• Act as senior decisionmaker for commercial topics such as pricing disputes invoice escalations and contractual interpretation.
• Support commercial decisionmaking through AIenabled analysis of cost volume and performance data improving accuracy and insight.
• Partner with Sourcing Legal and Finance on contract changes renewals and scope adjustments.
• Identify and drive opportunities to improve commercial efficiency scalability and longterm value.

ThirdParty Risk Compliance & Resilience Ownership

• Maintain senior oversight and accountability for thirdparty risk including operational regulatory data information security and subcontractor risk.
• Partner with Product Risk Compliance Legal and Sourcing to ensure suppliers meet Visa policies and regulatory obligations.
• Own supplier audit responses assurance activities and remediation commitments.
• Ensure supplier business continuity and disaster recovery arrangements are robust tested and fit for purpose.
• Lead supplierrelated incident management including postincident reviews and preventative action plans.

Issue Incident & Escalation Management

• Act as the escalation owner for supplierrelated issues impacting service delivery or issuer confidence.
• Lead structured incident resolution root cause analysis and longterm preventative actions.
• Ensure timely transparent communication with internal stakeholders and issuerfacing teams.
• Make riskbased decisions during incidents to protect Visa issuers and cardholders.

Issuer & Senior Stakeholder Engagement

• Serve as a key senior interface between Visa issuers and suppliers for inlife service delivery.
• Translate supplier performance risk and commercial outcomes into issuerrelevant insights.
• Work closely with Product Client Services Sales Technology Finance Legal and Compliance teams.
• Represent supplier performance and risk posture in senior internal forums when required.

Continuous Improvement & Operational Excellence

• Drive continuous improvement across supplier delivery service quality and operational maturity.
• Support transition of new services into Steady State operations ensuring governance and accountability are embedded.
• Contribute operational expertise to program enhancements service expansions and new initiatives.

Digital & AI Enablement

• Champion the use of digital datadriven and AIenabled capabilities to improve the efficiency scalability and effectiveness of inlife supplier management.
• Leverage automation and AIsupported insights to enhance supplier performance monitoring commercial oversight risk identification and issue prioritization.
• Use intelligent reporting and analytics to identify trends emerging risks and improvement opportunities across supplier performance costtoserve and service quality.
• Partner with internal technology data and operations teams to ensure AIenabled tools are adopted responsibly and aligned with Visas governance risk and compliance standards.
• Encourage suppliers to adopt appropriate digital and AIenabled practices that improve service resilience transparency and operational maturity.
• Ensure the use of AI supports better decisionmaking and proactive management rather than replacing accountability or judgement.

This is a hybrid position. This requires 3 days per week attendance in the office. Days in the office will be confirmed by your Hiring Manager 

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
• Bachelors degree or equivalent professional experience required.
• Advanced degree preferred.
• Self starter with a strong results orientation demonstrating ownership accountability integrity and a customer centric mindset with the drive to succeed in complex environments.
• Strong program account and client management capabilities with proven experience in vendor and supplier management.
• Excellent interpersonal communication and collaboration skills a team player who can also work independently learn quickly build consensus and consistently deliver with strong attention to detail and follow through.
• Outstanding verbal and written communication skills able to convey complex concepts clearly to diverse audiences including senior stakeholders.
• Strong negotiation skills with confidence managing commercial discussions and resolving issues constructively.
• Proven ability to support multiple internal and external stakeholders in parallel effectively managing shifting priorities in fast paced environments.
• Highly analytical and solution oriented thinker capable of identifying prioritizing and resolving complex operational or production issues and structuring action plans based on available data.
• Strong process and project orientation with a solid understanding of project management techniques methodologies and best practices.
• Experience contributing to program and service enhancements supporting initiatives from an operational and delivery perspective.
• Expertise in high demand customer journeys (phone and digital) with a demonstrated ability to improve service efficiency performance and customer outcomes.
• Significant experience in senior vendor and supplier management within financial services payments or other regulated industries.
• Proven end to end supplier ownership encompassing performance management commercial oversight and risk accountability throughout the supplier lifecycle.
• Experience managing complex issuer or client facing services operating within formal governance structures and SLA driven frameworks.
• Demonstrated ability to lead escalations make senior level operational and commercial decisions and drive resolution in high impact situations.
• Exposure to affluent cardholder services concierge offerings benefits programs or value added financial services.
• Experience operating across regions and time zones in global or multi market environments.
• Strong familiarity with third party risk management audit processes and regulatory requirements.
• Skills & Competencies
• Advanced supplier governance performance management and escalation leadership capabilities.
• Strong commercial acumen including contract interpretation enforcement and negotiation.
• Data driven mindset with the ability to leverage AI enabled insights and automation to enhance efficiency performance and decision making.
• Executive level stakeholder management and communication skills with confidence engaging senior internal and external partners.
• Decisive leader with a strong sense of ownership and accountability comfortable operating in ambiguity.
• Strong proficiency in Microsoft Office (Excel PowerPoint Word) and AI tools.
• Native or fluent English required.

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