About this role
What is it all about?
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 relationship 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.
What we expect of you day-to-day:
You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct.You will promote a culture of service excellence and ‘best in class’ through leading by exampleYou will streamline processes to improve efficiency, automation and scalabilityYou will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitionsYou will be your client’s advocate within Visa Direct and sponsor / champion product and service changeYou will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected resultsYou will host regular service reviews with your clients & monitor service performance and any applicable SLAsYou will manage a continuous Service Improvement Register for each of your accountsYou will 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 clientsOn a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided)You will produce and maintain a suite of service documentation and reportsYou will build a strong and collaborative relationship with your Account Management counterpartThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Basic Qualifications:
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 PhDPreferred Qualifications:
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 PhDWhat we're after...Solid payments experience within a bank, fintech or payment processing institution in a client relationship management/service management role - is a MUSTA detailed knowledge of cross-border and/or local ACH payment principles is a MUSTA detailed knowledge of collections and FX capabilitiesMust be detail oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical and sustainable solutionsMust be a natural relationship builder and effective communicatorAn ability to work cross-functionally to deliver improvements and resolve issues efficiently and effectivelyExposure to SWIFT messaging standards is an advantageComfortable managing and influencing internal/external stakeholders at all levelsAdaptable and calm in the face of complexity and frequent service/operational changeA strategic thinker who is self-motivated, resilient and a strong collaborator with good interpersonal communication and negotiation skillsVisa is looking to fill vacant position Visa Direct Network and Operations Client Service Manager. The anticipated compensation range for this position is 122,650 CAD to 172,650 CAD per year, which includes sales incentive payments/annual bonus. Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, Employee Stock Purchase Program, Life Insurance, Paid Vacation and Wellness Programs. Visa may use artificial intelligence when assessing and selecting candidates.
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.
Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.