Senior Manager, Client Success at Visa

Job Description

• This is an individual contributor role for a seasoned professional responsible for solving complex operational problems with designated clients and taking a broad perspective to identify clients’ operational performance improvement opportunities and helping clients with adoption of innovative solutions. This role serves as a functional specialist focusing on client operational improvement and efficiencies whilst building and extending client relations. The role is expected to work independently with limited supervision and guidance only in the most complex situations.
• Acts as the Client Services liaison for Pan regional and priority clients in the Sub Saharan Africa region providing problem escalation management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Considered the functional expert for designated clients’ processing and operational business.
• Responsible for managing projects or processes through coordinating 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 and settlement, back office processing.
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Manage complex customer change requests, system or operational requirements whilst negotiating and managing expectations internally and externally.
• Contribute to and manage execution of cluster or sub regional country strategy, operational initiatives, special projects and client driven continuous improvement plans.
• Identify and analyze processing issues with client impacts
• Consistently communicate situational status of resolution efforts and plan
• Advice on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• Support biannual business enhancement releases and all other Visa mandates and requirements fulfilment.
• Perform ongoing proactive operational reviews with designated clients.
• Partner with assigned Account Executives to identify additional business opportunities.
• Establish and extend relations with key internal and external clients contacts to ensure operational business continuity, operational performance improvement and execution of country priorities.
• Actively contribute to the effectiveness of the Team by supporting and cooperating with colleagues and providing cover during periods of absence.
• Provide guidance to other employees in job area.
• Influence others within job sub function regarding practices, procedures, and policies.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• Bachelor’s degree or equivalent graduate degree, preferably in Computer Science or Information Technology
• At least 8 years of success in client facing roles in the Payments Technology industry.
• Expert knowledge of Electronic Card Payment Industry systems and platforms, Visa systems including authorization and clearing systems, client connectivity, etc.
• Has advanced understanding of the card payments/ digital payments and electronic financial data processing industries/ ecosystem including industry trends, ecosystem players and stakeholders and high-level business drivers.
• Has advanced knowledge of payments technology products and services and how these impact clients’ business.
• Strong customer focus, client support and client relationship management skills
• Strong abilities in organizational, conceptual, and logical problem solving.
• Strong execution focus
• Proven ability to establish productive working relationships with staff and management at all levels.
• Solid inter-personal skills.
• Ability to maintain a courteous and professional demeanor in all dealings
• Proficiency in Word, Excel, PowerPoint, Outlook, CRM tools