Senior Account Manager – Merchant Acquiring (Client Services)
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 innovators 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.
The Merchant and Acquiring Client Services Senior Account Manager is responsible for the operational relationships for Visa’s key regional Acquirers in Asia Pacific, working closely with the Merchant Sales and Acquiring team to strengthen relationships, enable new capabilities, optimise performance, and act as the client advocate.
In this role, you are expected to:
Lead operational activities with key regional acquiring clients including Global Payments, FISERVE, FIS, Checkout and JPMC
Develop and deliver operational account plans & delivery roadmaps for key regional Acquirers, supporting key client objectives and Visa initiatives
Work in close collaboration across functions and geographies including teams such as Merchant Sales and Acquiring, Product, Risk, Network Processing and Client Services to deliver against client needs and key initiatives
Deliver operational reviews, quarterly and annual business reviews with effective and consultative support aligned to business objectives
Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
Align and set direction with Visa’s client teams, ensuring synergy through effective communication and a holistic approach to client management
Deliver operational and strategic initiatives to clients such as enabling new business initiatives, products and solutions, onboarding new clients, delivering Business Enhancements and educating on tools and services
Ensure that Client Services team deliver Visa’s objectives whilst helping to drive client success and a high level of client satisfaction
Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimisation
Drive revenue generating opportunities such as delivering value added services
Provide accountability for operational client satisfaction with client support
Provide an advanced level of technical consultation on systems, services & changes to clients
Deliver effective event/incident management, coordinating business and client responses to processing incidents impacting clients, managing through to resolution
We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate you should have:
Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and/or services
Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Services
Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels
Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
Strong internal team and external client stakeholder management with a collaborative, diplomatic, and flexible style; able to work effectively in a matrixed organization
Excellent presentation skills, including strong oral and written capabilities
Excellent time management, project management, organization, and planning skills
Able to set priorities, influence others, and manage customer expectations.
Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
Excellent verbal, written, presentation and interpersonal skills are required
What will also help (Preferred Qualifications):
Bachelors/Degree or equivalent experience;
Typically requires a minimum of 8-10 years of experience in a customer support role in software, financial or information services, or with at least 5 years knowledge on payment systems services is required
Demonstrate success in client relationship management
Role will be based in Singapore
Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.