The Senior Manager Client Service Delivery is responsible for ensuring best in class client experience - through proactive actions from data driven insights leading cross-functionally on fast issue resolution and continually enhancing client relationships across the CEMEA region.
Operating as part of Visa Directs globally integrated support model this individual is required to partner closely with all regions and global product / operational teams to build and continually enhance Visa Direct service management processes and best practice - enabling all client service delivery managers around the globe to resolve issues quickly elevate service quality and enhance efficiency.
The ideal candidate blends client success leadership service delivery discipline and deep operational expertise ensuring every Visa Direct client realizes value stability and continuous improvement throughout the lifecycle.
Key Responsibilities:
Client Relationship & BAU Service Management Regional Focus:
- Maintain strong trusted client relationships postgolive ensuring Visa Direct performs reliably and meets jointly agreed operational KPIs and SLAs.
- Serve as the primary escalation point for BAU client issues incidents and service inquiries ensuring fast coordinated resolution across global teams.
- Act as the voice of the client driving enhancements to service processes policies and tooling.
- Oversee daytoday BAU performance across transaction processing connectivity reporting and service health by monitoring service dashboards and alerts to anticipate challenges and act ahead of client impact.
- Proactively communicate service performance incident updates trends and improvement plans to clients and internal stakeholders.
- Lead realtime issue triage within the local time zone coordinating with engineering operations product and global support teams to ensure rapid recovery.
- Ensure all service processes adhere to Visas regulatory risk compliance and control frameworks.
- Build trusted relationships with internal stakeholders to ensure visibility alignment and timely decisionmaking around client needs.
Operational Excellence Global Reach:
- Lead as a trusted advisor and delivery specialist for Currencycloud service management designing processes training colleagues and contributing to tooling requirements
- Design and continually enhance client service prioritisation framework to ensure best and highest use of resource to maximise revenue and client satisfaction
- Build trusted relationships with internal stakeholders to ensure visibility alignment and timely decisionmaking around client needs.
- Experiment with analytics tools automation and new operational workflows to elevate service excellence.
Leadership & Development:
- If required lead a strong and cohesive team by providing leadership through coaching outlining strategic direction and applying knowledge of Visa products systems and procedures.
- Provide leadership and guidance for the department teams and direct reports serving as an escalation point for internal stakeholders clients and partners.
- Deliver training to team members in alignment with global standards and regional requirements
- Lead individuals to thrive on solving complex challenges. Mentor by fostering a culture where curiosity is celebrated and ideas flourish. Clearly define the problem statement then empower individuals to shape own and deliver the solution.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Required Qualifications:
- 8 years of experience in client success service delivery operations or managed services within payments fintech or financial services.
- Strong understanding of global money movement ecosystems including A2A account to account fintech non card networks or real time payment systems.
- Ability to translate operational metrics and client insights into concrete improvement actions.
- Experience collaborating with risk compliance legal and control functions in regulated environments.
- Exceptional critical thinking and problem solving skills with a bias for clarity action and continuous refinement.
- Strong communication skills with the ability to distil complexity into crisp compelling narratives for executives partners and clients.
- Demonstrated success influencing across matrixed organizations and working with global teams.
Preferred Qualifications:
- Experience with Visa Direct Visa Payments Limited Currencycloud or similar cross border / RTP money movement platforms.
- Proven success overseeing BAU operations incident management and service delivery in high stakes 24/7 SLA driven environments.
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.
Remote Work :
No
Employment Type :
Full-time
Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients
Experience: years
Vacancy: 1