Senior Account Manager - Client Services

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Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa.

This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. The role works predominantly with E-commerce merchants & Acquirers & may involve Technology partners as well as Issuers/Issuer BIN sponsors to develop and deliver the support model for Visa. The post holder will partner with the Strategic Partnerships team and be considered the functional expert for their client’s operational business, taking ownership & accountability for their designated accounts.

To provide regular, structured, proactive account management for assigned clients, including ongoing client engagement, monthly operational reviews, participation in quarterly and annual business reviews and on an ad-hoc basis, as required.

To maintain Operational Account Plan and delivery roadmaps for assigned clients, supporting key client strategic goals.

To provide day-to-day operational and product support, back office support and customer performance reporting.

To be the functional expert for their client's processing and operational business.

To manage client escalations within their assigned portfolio.

To support client implementation projects and sort out issues related to them.

Client Delivery Leadership

To liaise across Client Service teams and coordinate actions to deliver client goals.

To coordinate across all other business departments & functions to ensure strategic alignment & effective delivery of Visa and client initiatives.

To provide consultancy on local operational, regulatory and payment systems knowledge, where relevant.

Client Business Optimization

To identify opportunities to optimize Authorization, billing and dispute performance management.

To identify processing efficiencies through operational client knowledge.

Visa Product and Service Enablement

To provide consultancy for Visa’s products and Services.

To coordinate, communicate and govern client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Business Enhancements.

Operational Resilience Support

To disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).

Qualifications

• Significant experience in a customer support role in financial services, payment card, software or information services.
• Bachelor’s degree or equivalent experience.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Must have in-depth knowledge of Authorisations, Clearing & Settlement & back office processing.
• Must have a good working knowledge of payments network and processing services.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Fluent in English and German
  

Additional Information

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.

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