About this role
Team Summary
The Service Management team plays a vital role within the Visa Direct Network and Operations (VDNO) support model, ensuring clients receive consistent, reliable, and high-quality operational support. While the broader function covers the full Visa Direct portfolio, this role will initially focus on operational support for Visa Cross-border solutions (VXBS), with the possibility of expanding to broader Visa Direct capabilities as business needs evolve.
What a Client Service Manager does at Visa:
This position is responsible for maintaining day-to-day service health by responding to client issues, operational queries, and escalations related to VXBS usage. You will guide clients through operational processes, support them through incidents or transitions, and help ensure their experience with VXBS solutions is smooth, reliable, and well-supported.
As a Service Manager, you will support a portfolio of Asia Pacific clients and work closely with cross-functional teams - including Account Management, Operations, Product, and Client Support - to resolve issues, improve operational workflows, and uphold strong service performance standards.
Overall, this role emphasizes operational stewardship, timely issue resolution, and service performance excellence, complementing the relationship and commercial focus of our Account Management team.
What we expect of you day-to-day
Serve as a Subject Matter Expert (SME) on how your assigned clients use Visa Direct and VXBS solutionsPromote a culture of service excellence and inspire ‘best-in-class’ standardsStreamline processes to enhance efficiency, automation and scalabilityStayed informed on upcoming system releases, route changes, documentation updates, and client activities, supporting clients through transitionsAct as an escalation point when BAU processes fail to deliver expected outcomesContribute to regular service and performance review in partnership with Account Management team by preparing service-related dataMaintain a continuous Service Improvement Register for each clientConduct deep-dive analyses to identify recurring pattens, pain points, and best practices across your client portfolio to uncover optimization and service improvement opportunitiesProduce and maintain a suite of service documentation and reportsBuild a strong and collaborative partnerships with your Account Management counterpartsProactively anticipate client operational issues and drive timely, data-informed resolutionsSupport internal strategic initiatives related to process efficiency, escalation management, and service deliveryCollaborate cross-functionally to improve operational communication flows, documentation clarity, and product-service alignmentProjects you will be a part of
As a Client Service Manager, you will act as a trusted partner to clients using Visa Direct across Asia Pacific. You will develop a deep understanding of how clients operate and work closely with them to maintain service health and reliability. In partnership with Account Management, Operations, Product, and Technology teams, you will support new use case and strategically important market launches. You will also guide clients through incidents and operational change, using service insights and client feedback to drive continuous improvements to performance and experience.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
What you will need...
Minimum 8 to 10 years' experience in Service Management (client facing), Client Support or similar capacity within the banking or financial services industry
Strong working knowledge of cross-border and/or local ACH payment principles / rules / operating practices / industry norms
Detail-oriented with proven ability to analyze service performance and client satisfaction, implement practical and sustainable solutions that reduce operational overhead and/or improve CX
Natural relationship builder and an effective communicator (written and verbal)
Ability to work cross-functionally to deliver operational improvements and resolve issues efficiently
Exposure to FX (Foreign Exchange) and Collections concepts and processes
Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages
Comfortable managing and influencing internal/external stakeholders at all levels
Strong problem-solving skills and adaptability in the face of complexity and operational change
Proficiency in Mandarin Chinese is required, proficiency in any additional Asian language is an advantage for broader regional engagement
Bachelor's Degree
What will also help...
Exposure to Visa Direct or other cross-border money movement solutions in the market
Understanding of global payment schemes
Experience working in matrixed, global organizations, collaborating with cross-functional teams
Ability to translate complex operational or technical concepts into clear, client-friendly communication
Exposure to operational tooling, process automation, or data-driven service improvements
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.