Senior Account Manager – DPS Europe

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Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You'll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let's transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable, and secure digital payment network that enables individuals, businesses, and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives, and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

If you think you could support Visa as a Senior Account Manager, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

Client Services is recognized as the Visa authority for Client operational business within Visa and the business units of Client organizations in Europe.

The Senior Account Manager position is a member of the Client Services DPS Europe team, responsible for the relationship management and support of clients in the day-to-day business. This is an individual contributor role, requiring initiative and independent judgement to define appropriate courses of action where no precedence exists, taking a broad perspective to identify innovative solutions.

The role serves as technical/functional specialist and works closely with global teams whilst independently driving results with guidance only in the most complex situations. Provides subject matter expertise support to the broader team.

What We Expect Of You, Day To Day.

• Considered the functional expert for their client's processing and operational business.
• Lead complex cross regional or cross functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
• Consult with client institutions and provide technical expertise to structure effective programs.
• Coordinate directly with client to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without client impact.
• Report customer project accomplishments and deliverables to management.
• Serve as an escalation point for complex issues encountered by team members.
• Act as a mentor and train team members.
• Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
• Proactively identify operational opportunities and implement recommendations to increase service quality, revenue and efficiency.
• Build and enhances positive working relationships with key Visa client institutions, processors and internal stakeholders.
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing).
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
• Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• Identify and analyse processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• Support biannual business enhancements and all Visa mandates.
• Partner with assigned Account Executives to identify additional business opportunities.
• Perform ongoing proactive operational reviews to include billing and transaction processing.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.

Qualifications

What we’re after…

• Bachelor’s degree or equivalent experience
• Extensive experience in a customer support role in financial services, payment card, software or information services.
• Understanding of complex web applications and application programming interfaces (APIs) gateways is a plus
• Experience with API integration support preferred
• Familiarity with Agile product delivery preferred
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.).
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrate success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent verbal, written, presentation and interpersonal skills.
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Excellent command of written and spoken German and English required.
• Available to travel if needed
  

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!

Additional Information

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.
  

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.

Job Number: REF000296W