Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Department Details

Client Support Services (CSS) 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 and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Program Manager is responsible for managing and supporting account and program management, documentation, and business operations for Visa Consumer Credit products and their related initiatives.  Candidate will be responsible for supporting the business operational needs for products and services within Consumer Credit Product Office.  This position requires experience in account management, operations support, business requirements development, project management skills and cross-functional teaming.   

The role will require extensive interaction across multiple cross-functional areas, such as Visa Concierge, Visa Consumer Credit product office, Sales/Account Management, Compliance, and Legal.  This candidate will work closely with the business office/product managers, and include liaison work between vendors and product/program owner, where applicable.  This includes escalation support, program administration, program expertise, research and analysis for operational issues, and overall program operational performance from a business perspective.  The position is in Visa office Singapore.

The position requires the ability to use prior account management and program management experience.

Ideal candidate will have an undergraduate degree and a minimum 5 years of account management and program management experience.  Previous customer service (e.g., VIP services, concierge, call center, hospitality services), and financial services industry experiences is preferred.

Specific responsibilities include:

• Account management and program management

• Customer experience process development and oversight – may include call center processes, complaint/escalation and remediation.

• Operational process management and escalation – internally and 3rd party vendor operational counterparts when applicable

• Issue management and communication to internal support teams such as client services and business owners

• Development support from operational perspective including UAT input, review, and assistance

• Subject Matter Expertise to the operations of the program for the account

• Self-starter with a passion to drive results, with ownership, accountability, integrity, customer service, and a spirit to succeed.

• Strong program, account and client management skills; vendor management skills is preferred.

• Strong interpersonal and communication skills, team player, able to work independently, quick learner, customer service focused, resourceful, results oriented, and able to build consensus, detail oriented and excellent follow through.

• Proven ability to service and support a range of internal and external customers, often in parallel and within a shifting set of priorities.
• 8+ years of proven successful experience proactively driving results that exceed objectives with little managerial oversight, including minimum 5 years program and account management experience.
• Outstanding writing skills to communicate complex concepts to a broad audience with strong skills in Microsoft PowerPoint, Project, Word, Excel.
• Experience with reporting and reporting tools such as Tableau would be helpful.

• Skilled analytical thinker with the ability to identify, prioritize, and resolve various complex operational/production issues.  Ability to analyze and organize a plan based upon available information.

• Provide input and participate in the development of program enhancements by supporting projects from an operational perspective.

• Strong process orientation; solid understanding of project management techniques, methodologies and best practices.

• Knowledge and experience in project management preferred. 

• Mindful of the financial impact of operational decisions.

• College degree required.

All your information will be kept confidential according to EEO guidelines.