Director - Account Management, Client Services

  • Full-time
  • Job Family Group: Client Support Services

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

 

Job Description

 

  • Provide insight, consultancy and operational development plans to both internal and external stakeholders. Perform post-implementation monitoring and report violations which require invoking the Compliance Programme.
  • Develop and manage short term operational initiatives, special projects and client-driven continuous improvement plans.
  • Provide proactive 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 & settlement, back office processing).
  • Identify and analyse processing problem with customer impacts; communicates ongoing situation status; Reports SLA performance and develops improvement plans to address chronic customer problems.
  • Identify operational process improvements, whilst spotting out revenue-generating and/or cost-saving opportunities
  • Proactively identify and seek client buy in for processing improvement opportunities
  • Building client relationships with clients and acting as a liaison between them and Visa groups to develop their operational business
  • Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
  • Building client relationships and act as reference point on operational issues related to new and non-traditional products and services and make decisions to implement resolutions to time critical situations. 
  • Considered the functional expert for processing and operational business, providing operational and product based expertise and guidance with a view to client operational readiness and effective implementation
  • Coordinate 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.
  • To brief and train key clients in aspects of compliance programs that will impact clients businesses
  • Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.

 

Qualifications

  • Bachelors/Degree or equivalent work experience. Typically requires a minimum of 10-15 years progressively responsible experience in customer service, project management and technical support role in the financial or information technology industry, with minimum of 5 years management experience preferred.
  • Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans. 
  • Exhibit advanced planning, organizational and problem solving skills.
  • Excellent verbal, written, presentation and interpersonal skills are required.
  • Demonstrated strong leadership capabilities and project management skills.
  • Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
  • Self motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative team work spirit
  • Fluency in English languages is a must.
  • Exposure to GCC market is preferred.
  • Candidate must have the ability to travel.

Technical:

  • In-depth knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, VSS,, EMV and Visa Integrated Circuit (VIS) technical specifications so that second level technical support can be provided to clients and internal teams.
  • High knowledge of the electronic payments landscape including mobile and internet payments is a plus.
  • Working knowledge of payments network and processing services – message routing, STIP, clearing and settlement.
  • Working knowledge of Client business drivers for their operations and processing businesses.
  • Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
  • Working knowledge of digital transformation/environments 
  • Basic knowledge of APIs

Business:

  • Customer service and client focus
  • Internal and external stakeholder management
  • Sales support
  • Project management
  • Strong oral and written communications
  • Influencing and negotiation skills
  • Complex analysis
  • Proven track record of leading and driving teams to achieve and exceed established goals and objectives.
  • Executive presence
  • Experience shaping and delivering professional services delivery strategy
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