Sr. Manager, Client Resolution (NA Region Clients)

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Client Resolution (CR) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product, client success managers (CSM), sales and technology, by providing operational support and promoting new products and services.

This is a managing contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions.  This role will manage a team with responsibility for responding to client inquiries.

Primary Responsibilities:

• Manage, Coach, Mentor a team with responsibility for North America based clients. 
• Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
• Partnering with the Sales Account Executives to support new business development opportunities.
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Independently formulating decisions that may have significant operating and financial impact on Visa initiatives, reputation, and clients.
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Report on customer project accomplishments and deliverables to senior management
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported 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
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• Domestic travel may be required

Qualifications

• Basic Qualifications
• 8 years of work experience with a bachelor’s degree or at least 6 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 2 years of work experience with a PhD
• Preferred Qualifications
• 10-12 years of work experience with a bachelor’s degree or 6-8 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 4+ years of work experience with a PhD
• A minimum of 6 years of successful experience in progressive leadership roles with Client facing accountability in the Payments industry
• Demonstrated strategic ability to solve complex global cross-functional issues by exercising critical thinking and sound judgment
• Functional experience in bankcard operations, supporting highly complex clients and/or services
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services
• In-depth knowledge of payments network and processing services
• In-depth knowledge of Client business drivers for their operations and processing businesses
• Excellent knowledge of key technical specialties supported
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
• Oversee the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders
• Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
• Skills in Excel for data analysis
• Power point for professional presentations
• Excellent verbal, written, presentation and interpersonal skills required
• Understanding basic accounting principles including cost allocation methods is a plus

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.