Business Operations Manager

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you’ll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

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/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.

Qualifications

• Previous experience in business operations and technical sales support, particularly in supporting clients’ technical issues/questions, project management, cross-functional global processes, tools, or other key analytics.
• Experience in supporting cross-functional program initiatives and facilitating collaboration across Sales, Account Management, Marketing, Finance, Product, and Compliance organizations.
• Exhibits strengths as a project manager, customer success, cross-functional navigator, and technical sales/support, with high financial acumen and analytical skills.
• Comfortable communicating directly with clients.
• Must be results-oriented, organized, able to handle multiple urgent tasks and must effectively deal with ambiguity in a virtual work environment.
• Exceptional influencing presentation skills - thinks strategically to problem solve tactical execution, particularly in a growing matrixed organization.
• Strong desire to win as a team - pride of outcome mentality vs pride of ownership.
• Knowledge and experience with Visa products, FX and Global Payments seen as a plus but not essential.
• Familiarity with Slack, Salesforce, Zendesk, and/or MS Dynamics seen as a plus but not essential.

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.