Senior Account Manager - Client Services

Contenuto del lavoro

Company DescriptionVisa 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 DescriptionClient Account Management-works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa.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 operations 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 LeadershipTo 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 OptimizationTo identify opportunities to optimize Authorization, billing and dispute performance management.To identify processing efficiencies through operational client knowledge.Visa Product and Service EnablementTo 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 SupportCrisis management- 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).QualificationsSignificant 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 Authorizations, 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.Client focus with proven ability to establish productive working relationships with staff and management at all levels.Ability to set priorities and manage customer expectations. 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.Working knowledge of Microsoft Office.Fluent in GermanThis is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.Additional InformationVisa 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.