Manager, Premier Client Monitoring

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Manager, Premier Client Monitoring will be responsible for leading a team of Analysts as a people manager. The role will require you to directly interact and persuade leadership/executives and cross-functional teams to implement changes that will improve the overall customer experience. The position will have responsibility to work directly across business, technology partners and multifunctional Visa and Acceptance Solutions are internal stakeholders. This team will also be responsible for supporting high profile customers to ensure they are receiving the most comprehensive support possible.

In this role, you are expected to:

• Lead a team responsible for the portfolio of Premier Accounts and key clients.
• Develop and deploy, in conjunction with managers, peers and various Product offices, the technical support strategy for the assigned Asia Pacific clients.
• Own and support high profile clients to deliver award winning customer satisfaction.
• Develop talent within the team to provide world-class Enterprise Support for Premier Accounts.
• Manage the team to follow consistent processes and use of tools to meet the organization’s goals
• Ensure timely and effective resolution of merchant queries, collaborating with other functional groups as needed and consistent with enterprise technical support metrics.
• Establish and maintain strong relationship with global Visa/Acceptance Solutions staff in Client Services, Product, Technology/Operations and Sales.
• Lead complex cross functional customer service delivery initiatives across clients and Acceptance Solutions/Visa internal teams
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Travel may be required

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Min 8 years of relevant experience with 1-3 years of experience in managing a team with strong leadership, in ever changing environments
• Excellent influencing and negotiation skill.
• Highly effective communicator
• 3-5 years’ experience with a Customer Support/Account Management role strongly preferred
• Bachelor’s degree in computer science, Information Technology or equivalent or 3 years with an Advanced degree
• Self-starter with proven abilities in organizational, conceptual, and logical resolution skills
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Working knowledge in payments, fraud, digital security, operations, return on investment, cost/benefit assessment, or a combination of these.
• Excellent verbal, written, presentation and interpersonal skills required
• Proven track record of a strong customer focus
• Comprehensive understanding of CyberSource Reseller Partner model required (can be learned)
• Strong understanding of technical concepts, programming languages (Java, C/C++, Perl, etc.), and markup languages (HTML, XML)
• Ability to manage multiple, concurrent priorities across merchant projects and production issues
• Ability to articulate complex topics to both technical and business audiences
• Ability to conduct hard negotiation with clients under stretched terms
• Ability to learn complex concepts quickly
• Ability to read/speak/write in English

What will also help:

• 3+ years of payment industry experience
• Experience working with cross-functional/cross-department teams
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.