Senior Technical Account Manager - Global B2B Travel

  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Job Description

What's it all about?

Visa continues to invest in business to business payments, across the small business, middle market and large market segments, deploying new virtual and digital solutions in domestic and cross border transactions. Globally, Visa has significant opportunity within the B2B travel sector.

The Senior Technical Account Manager - Global B2B Travel sits within Client Services (CS) organisation assigned to drive operational readiness for B2B Travel solutions. As such, this is an Operational role, not a sales role. CS 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.

This individual will establish a framework for operational and client readiness, focused on the B2B Travel solutions. Key to this role will be partnering with the B2B Travel team and partners such as OTAs, Airline, Hotel, and various travel industry providers. This role will establish implementation processes, workflows, pull in appropriate stakeholders to ensure support model and incident management is well aligned to the business model.

What we expect day to day:

Establish Operational Processes

·       Liaise with Product, CS, Account Executives and key stakeholders to identify support and implementation requirements for B2B Travel solutions

·       Build internal and client-facing material that demonstrate the operational workflows, client support model and implementation process.

·       Assess and lead initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases

·       Implement methodologies for analysing change, identifying impacts, and communicating potential impacts (change management)

Client Consultation – Voice of Customer

·       Provide consultation and guidance related to service delivery and support of clients to internal stakeholder organisations such as Product, Sales, CS, Risk, etc.

·       Partner with clients, such as financial institutions, OTAs, and other travel partners to gain insight, feedback and speak to the operational model for Visa’s B2B Travel solutions.  

·       Develop internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties

 Global Operational Leadership

·       Lead with regional colleagues to establish globally consistent processes, RACIs, frameworks for success.  

·       Monitor activation of product/service changes, proactively identifying and managing any processing or business issues experienced at go-live

·       Take leadership to engage internal and external resources to resolve operational issues and escalations; manage incidents when needed.   

Manage and provide oversight to any pilot implementations in market. Provide direction to pilots in any regional markets outside of Europe

Qualifications

 

·      OTA, airline and/or hotel payments  

·       Must have experience in cards and/or payments network  

·       Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centres

·       Proven track record of leading and driving teams to achieve and exceed established goals and objectives

·       Strong project management discipline

·       Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment

·       Track record of building and maintaining strong business relationships with internal and external stakeholders

·       Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions

·       Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation

·       Strong oral and written communications

·       Proficient at MS PowerPoint

·       Demonstrated Influencing and negotiation skills

 

Additional Information

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.

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