Director, Client Services
- Sydney NSW, Australia
The AUNZSP Client Support group are locally deployed experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This role is an individual contributor at an advanced support staff level and is responsible for applying independent judgment in initiating and implementing cross client process improvements, resolving complex issues, making strategic recommendations and supporting top tier clients.
Lead complex cross regional or cross-functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
Provide insight and input within cross-functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
Consult with client institutions and provide technical expertise to structure effective programs.
Coordinate directly with client to understand client requirements and facilitate new installations, conversions and maintenance requests without client impact.
Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
Proactively identify operational opportunities and implement recommendations to increase service quality, revenue and efficiency.
Build and enhances positive working relationships with key Visa client institutions, processors and internal stakeholders.
Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
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.
Provide proactive planning and 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).
Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
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 to identify additional business opportunities.
Perform ongoing proactive operational reviews to include billing and transaction processing.
Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
Bachelors/Degree or equivalent experience; Minimum of 12+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services.
Local market and regulatory knowledge (Australia) and functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services
Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Services, Visa dispute process
Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
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.
Ability to comprehend and translate complex technical issues and apply to business solutions.