Client Service Manager
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Team Summary
The Service Management team plays a critical role within the Visa Direct Network and Operations (VDNO) support model supporting the end-to-end success stability and scalability of the full Visa Direct portfolio. The team partners closely with Product Technology Operations Risk and Commercial stakeholders to ensure Visa Direct solutions deliver reliable performance and strong client experience across markets.
What a Client Service Manager does at Visa:
The Client Service Manager is accountable for delivering a bestinclass client experience across the Visa Direct portfolio in APAC. Through datadriven insight proactive service leadership and crossfunctional partnership the role ensures clients achieve stability value realization and continuous improvement throughout the postgolive lifecycle.
Operating as part of Visa Directs globally integrated support model this individual is required to partner closely with all regions and global product / operational teams to build and continually enhance Visa Direct service management processes and best practice enabling all client service delivery managers around the globe to resolve issues quickly elevate service quality and enhance efficiency.
The ideal candidate blends client success leadership service delivery discipline and deep operational expertise ensuring every Visa Direct client realizes value stability and continuous improvement throughout the lifecycle.
What we expect of you day-to-day:
- Maintain strong trusted client relationships post go live ensuring Visa Direct performs reliably and meets jointly agreed operational KPIs and SLAs.
- Serve as the primary escalation point for BAU client issues incidents and service inquiries ensuring fast coordinated resolution across global teams.
- Act as the voice of the client driving enhancements to service processes policies and tooling
- Own daytoday BAU service performance across transaction processing connectivity reporting and overall service health using dashboards and alerts to anticipate risk and mitigate client impact.
- Proactively communicate service performance incident updates trends and improvement plans to clients and internal stakeholders.
- Lead real time issue triage within the local time zone coordinating with engineering operations product and global support teams to ensure rapid recovery.
- Ensure all service processes adhere to Visas regulatory risk compliance and control frameworks.
- Build trusted partnerships with internal stakeholders to drive visibility alignment and timely decisionmaking in support of client outcomes.
- Collaborate closely with Sales to support contract renewals and provide guidance as to the operational health of the clients experience
Projects you will be a part of
As a Client Service Manager you will act as a trusted partner to clients using Visa Direct across Asia Pacific. You will develop a deep understanding of how clients operate and work closely with them to maintain service health and reliability. In partnership with Account Management Operations Product and Technology teams you will support new use case and strategically important market launches. You will also guide clients through incidents and operational change using service insights and client feedback to drive continuous improvements to performance and experience.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
What you will need
- Minimum eight years of experience in Client Success client facing service management or Client Support within payments fintech or financial services.
- Understanding of global money movement ecosystems including account to account solutions fintech platforms non card networks or real time payment systems.
- Detail oriented with a proven ability to analyze service performance and client satisfaction and implement practical and sustainable solutions that reduce operational overhead and improve client experience.
- Experience collaborating with risk compliance legal and control functions in regulated environments.
- Strong critical thinking and problem solving skills with a bias toward clarity action and continuous improvement.
- Strong communication skills with the ability to distil complex topics into clear and compelling narratives for executives partners and clients.
- Demonstrated success influencing across matrixed organizations and working with global teams.
- Proficiency in Mandarin Chinese is required. Proficiency in additional Asian languages is an advantage for broader regional engagement.
- Bachelors Degree.
What will also help
- Experience with Visa Direct Visa Payments Limited Currencycloud or similar cross border or real time payment platforms.
- Experience working in or alongside BAU operations incident management and service delivery teams in high stakes round the clock SLA driven environments.
- Familiarity with collaboration and CRM tools such as Slack Salesforce MS Dynamics or Zendesk.
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
