Senior Consultant, Client Success

Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.
**Join Visa: A Network Working for Everyone.**

Job Description**
Team Summary**

Client Services 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. In addition to support client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
**What a Senior Consultant, Client Success does at Visa**:
As a Senior Consultant supporting the Asia Pacific market, you will be leading Client Services operational and processing engagements.

In this role, you are expected to:

- Lead complex cross-regional or cross-functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables
- Understand key market/enterprise initiatives and be the consultant to the country team and clients to support the delivery and ensure readiness
- Ability to support and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision-making aptitude which is expected for this role
- 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
- Provide technical expertise to clients to structure effective programs
- Coordinate directly with client to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without client impact
- Report client project accomplishments and deliverables to management
- Serve as an escalation point for complex issues encountered by country team members
- Train team members and backup team members
- Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives
- Proactively partner with assigned Account Executives to identify additional business opportunities, drive value-added services 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)
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services
- 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
- Support biannual business enhancements and all Visa mandates
- 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
- Requires the ability to collaborate closely with the country team to supplement client relationship buildi