Senior Manager Client Services Advisory
Senior Manager Client Services Advisory
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Job Description
Team Summary
The Client Services team provides industryleading operational support to Visas clients around the world. With our deep knowledge and expertise we bring the voice of the customer into the design development and successful deployment of Visa products and services. We are trusted partners to Visas clients providing expertise to support and successfully grow their business.
The Client Delivery team is responsible for designing the client service experience for new solutions and delivering endtoend client implementations for products solutions infrastructure and new client onboarding.
What a Senior Manager Client Services Advisory Services does at Visa:
Client Services Advisory is a team of specialized project and program managers providing high touch support for strategic projects and nonroutine client requested initiatives which would benefit from Visa technical expertise.
This position serves as Visa Project Manager (PM) for implementation services provided to Clients with specific focus on new client onboarding (including fintechs) strategic multimarket and multisolution and multiphased projects. Depending on the complexity of the project the PM may perform an additional role of an Advisor and deliver consultancy services to the client.
This is an individual contributor responsible for hightouch delivery while solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a critical touchpoint with Visa Clients to ensure the implementation is executed successfully with a Go Live objective.
In this role you are expected to:
- Lead and execute Visa client projects across new client onboarding and strategic client projects to ensure customer expectations are exceeded while maximising Visa Solution adoption and implementation in parallel to product developments and a changing landscape
- Represent the CS Advisory team to generate and follow up on advisory deal leads in Australia New Zealand and South Pacific (AUNZSP) cluster with the Client Success Management team
- Drive presale discussion dealmaking and pitching activities to deliver technical advisory services on deep dive topics to solve clients technical and operational challenges
- Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions
- Prepare and maintain detailed project plans risk/mitigation plans status reports and issues logs to enhance internal and external communications
- Gather and document project requirements while providing client consultative guidance on Visa regulations fees features and functionality
- Represent client system and operational requirements to internal Visa organizations. Constantly create good functional collaboration with internal and external stakeholders by being able to speak confidently with a professional demeanor
- Set priorities influence others manage client expectations and multitask under tight deadlines
- Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments
- Orientation towards quality enhancement and process improvement; proactively identify opportunities and implement recommendations to increase service quality and/or efficiency
- Assume appropriate decisionmaking authorities to ensure flawless execution of project objectives
- Coordinate internal Visa resources to ensure delivery on commitments
Why this is important to Visa:
The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.
Qualifications :
What you will need:
We are looking for an individual who brings breadth of experience a curiosity about payments is resultsdriven and client focused. As a candidate you should have:
- Bachelors Degree or equivalent qualification
- A minimum of 10 years experience in a customer support role in financial services payment card software or information services
- Possess deep Subject Matter Expertise in multiple areas such as card payment systems products and services project management gained through years of experience supporting clients and new product implementations within a payment processing environment
- Strong interest in driving sales and derive huge satisfaction in delivering value to clients
- The ability to successfully manage competing priorities while serving as a positive influence across the organization.
- Be able to communicate complex technical concepts in a focused and wellorganized manner
- Be able to learn and acquire knowledge in new technologies in keeping step with market developments
- Good analytical skills not just for problem analysis but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions
- Selfstarter with a demonstrated ability to achieve results as part of an effective team and ability to effectively prioritize and multitask under deadlines.
- Excellent project management skills
- Excellent verbal written presentation and interpersonal skills
- Demonstrated ability to articulate complex technical terms or processes into business language
What will also help:
- Willingness to take on new challenges explore new ideas and be flexible with changing priorities
- Ability to operate with ambiguity and strive towards an optimum outcome for Visa and our clients
- Team collaboration demonstrated by desire and willingness to share knowledge with a broader team be receptive to new ideas and changes to the standard operational procedures
Projects you will be a part of:
The team will continue to define and improve the service experience for new client implementations for all new client types to develop & provide deeper levels of support to meet new client needs. This will include phasing project plans to encourage the adoption of more Visa solutions at the time on client onboarding.
The team will implement strategic or complex client projects requiring enhanced support which may include regional client projects spanning multiple markets bundled solutions requiring a phased approach incorporating multiple stakeholder and multiphased projects.
The team will provide advisory services for project use cases or clients that requires a deeper level of technical support as part of a comprehensive service offering that Client Services is offering as part of onboarding new services and optimization consultancy.
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 :
Fulltime
Employment Type
Full-time
