Client Services Manager - Visa Direct, cross-border payments

Visa•Toronto, ON

3d•Hybrid

About The Position

The Service Management team is a crucial component of the Visa Direct Network and Operations' support model tasked with maintaining and developing robust and lasting relationships with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business/business processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being an VDNO customer, ensuring their service needs are met and agreed service levels achieved. You will be assigned a number of Platinum clients to manage directly as their Service Manager. You will take a holistic look at service across all Visa Direct 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.

Requirements

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
Solid payments experience within a bank, fintech or payment processing institution in a client relationship management/service management role - is a MUST
A detailed knowledge of cross-border and/or local ACH payment principles is a MUST
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 cross-functionally to deliver improvements and resolve issues efficiently and effectively.
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 self-motivated, resilient and a strong collaborator with good interpersonal communication and negotiation skills.

Nice To Haves

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
Exposure to SWIFT messaging standards is an advantage.

Responsibilities

Be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct.
Promote a culture of service excellence and ‘best in class’ through leading by example.
Streamline processes to improve efficiency, automation and scalability.
Keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions.
Be your client’s advocate within Visa Direct and sponsor / champion product and service change.
Be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results.
Host regular service reviews with your clients & monitor service performance and any applicable SLAs.
Manage a continuous Service Improvement Register for each of your accounts.
Perform deep dive analysis and identify opportunities to optimize your client’s 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).
Produce and maintain a suite of service documentation and reports.
Build a strong and collaborative relationship with your Account Management counterpart.