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.

Position Summary

Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support, customer performance reporting and engagements with key players in the ecosystem to enable capabilities.

Job Scope

This Account Management role has overall business responsibility of engaging with 3PPs, Card manufacturers, payment gateways, software and terminal vendors in the payment space with specific focus of achieving synergies of processing and product strategies.

This role is an individual contributor with strategic client focus, formulating client engagement strategies for 3PPs, Software and terminal vendors who provide software or processing services to Visa Clients in CEMEA. The role will work with this group of clients to enable our capability to deploy new initiatives in products and services across the region, optimize authorisation performance and improve their relationships with bank. The role will also be responsible for applying independent judgment on which entities to partner with in delivering capabilities across the region.

Responsibilities

• Create and implement an engagement framework and best practices (from scratch) in order to facilitate a positive working relationship with high value, highly complex strategic non-traditional clients (3PPs, Card Manufacturers, Payment gateways, Terminal Vendors)
• Deliver strategic, technical expertise, leadership, oversight and foundational direction to establish strong business partnerships.
• Serve as the Client Services lead on regional initiatives with 3PPs to address or implement client and key stakeholder deliverables; this can include coordinating internal resources to accomplish Visa and client objectives, and ensuring processing system performance standards are met.
• Act as liaison for the Client to Visa Internal teams for mandates, processing efficiencies, new product capability enablement, and system enhancement strategies.
• Build / establish detailed global knowledge of client business and operational needs and requirements in order to enable efficient launch of different client and Visa products into multiple markets
• Provide expertise and input within cross-functional Visa organizations for new or changing products and services, which may affect strategic clients, including solutions such as Visa rules, integrated billing, and product or processing mandates.
• Develop and deliver strategic initiatives and represent these to key client stakeholders (both internal and external); be able to negotiate and manage expectations internally and externally
• Pro-actively identify strategic operational opportunities and work with client to implement recommendations, resulting in improved service quality, revenue and efficiency; this will include all aspects of client’s operational performance.
• Provide proactive planning and strategic support to ensure that both the client and Visa are operating in the most effective and cost efficient manner while mitigating costs and increasing revenues
• On behalf of client, represent and advocate their operational needs within the Visa organization, to ensure full understanding of complex processing and business relationships
• Identify gaps in knowledge and process, and work with clients to define and implement solutions to close gaps; this could include detailed support models, improved communication processes, knowledge transfer to client of complex Visa programs (such as compliance), training, etc.
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services globally
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
• Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems
• Support biannual business enhancements and all Visa mandates
• Partner with assigned Account Executives &/or Business Development to identify additional business opportunities
• Responsible for own workflow assignments and must be able to take the initiative across borders to resolve problems and meet deadlines

• A minimum of 12+ years of progressively responsible experience in managing product, service, or project management, or equivalent combination of education and experience.
• Bachelor’s degree or equivalent. Demonstrated strategic ability to solve complex cross-functional issues exercising critical thinking and sound judgment.
• Functional experience in bankcard operations, 3PP environment, software or payment terminal background supporting highly complex clients and/or services is required.
• Able to work independently, and demonstrate ability to achieve results as part of a team, including ability to prioritize and multi-task while under deadlines
• Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels
• Able to effectively communicate at all levels, and be comfortable interacting with Senior Executives &/or other Senior level client and internal contacts
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
• Excellent time management, organization, and planning skills
• Able to set priorities, influence others, and manage client expectations
• Demonstrate success in customer relationship management
• Excellent verbal, written, presentation and interpersonal skills.
• Demonstrated ability to articulate complex technical terms or processes into business language
• Exposure to CEMEA Region Clients is preferred