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- Tasks: Manage key client relationships and enhance their experience with Visa Payments.
- Company: Join a leading global payments technology company with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on service excellence and continuous improvement.
- Why this job: Be the voice of clients and drive impactful service improvements in a dynamic environment.
- Qualifications: Experience in payments or client management is essential; strong communication skills are a must.
The predicted salary is between 36000 - 60000 £ per year.
The Service Management team is a crucial component of the Visa Payments Limited’s support model tasked with maintaining and developing robust and lasting relationships with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being a Visa Payments Limited 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 Payments Limited 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 Payments Limited.
- You will promote a culture of service excellence and ‘best in class’ through leading by example.
- You will streamline processes to improve efficiency, automation and scalability.
- You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions.
- You will be your client’s advocate within Visa Payments Limited and sponsor/champion product and service change.
- You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results.
- You will host regular service reviews with your clients & monitor service performance and any applicable SLAs.
- You will manage a continuous Service Improvement Register for each of your accounts.
- You 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 clients.
- On 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 reports.
- You will build a strong and collaborative relationship with your Account Management counterpart.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
What we're after...
- Solid payments experience within a bank, fintech or payment processing institution in a client relationship management/service management role - is a MUST.
- A detailed knowledge of cross-border and/or local ACH payment principles is a MUST.
- A detailed knowledge of collections and FX capabilities.
- Must be detail oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical and sustainable solutions.
- Must be a natural relationship builder and effective communicator.
- An ability to work cross-functionally to deliver improvements and resolve issues efficiently and effectively.
- Exposure to SWIFT messaging standards is an advantage.
- Comfortable managing and influencing internal/external stakeholders at all levels.
- Adaptable and calm in the face of complexity and frequent service/operational change.
- A strategic thinker who is self-motivated, resilient and a strong collaborator with good interpersonal communication and negotiation skills.
Client Service Manager - Visa Direct, cross-border payments employer: Visa Inc.
Contact Detail:
Visa Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Service Manager - Visa Direct, cross-border payments
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Visa Payments Limited on LinkedIn. Ask them about their experiences and any tips they might have for landing the Client Service Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by diving deep into Visa's services and recent developments in cross-border payments. Show us you’re not just familiar with the basics but also passionate about how these services impact clients. Bring your A-game to demonstrate your knowledge!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved client relationships or streamlined processes in previous roles. We want to hear about your successes and how you can bring that same energy to Visa Payments Limited.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in being part of the Visa team. Let’s make it happen!
We think you need these skills to ace Client Service Manager - Visa Direct, cross-border payments
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who you're addressing. Tailor your application to reflect the values and needs of Visa Payments Limited. Show us that you get what it means to be a Client Service Manager in the payments world!
Highlight Relevant Experience: Make sure to showcase your solid payments experience and any client relationship management roles you've had. We want to see how your background aligns with the job description, especially your knowledge of cross-border payments and service management.
Be Specific and Concise: When detailing your skills and experiences, be specific! Use examples that demonstrate your ability to analyse service performance and implement solutions. Keep it concise; we appreciate clarity over fluff!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Visa Inc.
✨Know Your Clients Inside Out
Before the interview, make sure you research the key accounts you'll be managing. Understand their business processes and pain points. This will help you demonstrate your ability to advocate for them effectively during the interview.
✨Showcase Your Service Excellence Mindset
Prepare examples of how you've promoted a culture of service excellence in previous roles. Think about specific instances where you led by example or implemented improvements that enhanced client satisfaction.
✨Be Ready to Discuss Cross-Functional Collaboration
Since this role requires working across various functions, come prepared with examples of how you've successfully collaborated with different teams. Highlight your communication skills and how they helped resolve issues efficiently.
✨Demonstrate Analytical Skills
Be ready to discuss how you've critically analysed service performance data in the past. Prepare to share specific metrics or outcomes that resulted from your analysis, showcasing your ability to implement practical solutions.