Director - Client Success, Tech Partnerships

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.

Team Summary

The Client Services team provides industry-leading operational support to Visa's clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development, and successful deployment of Visa products and services. We are partners to Visa's clients, providing expertise to support and successfully grow their business.

The role of the Client Services Tech Partnerships (CSTP) team is to drive the successful onboarding of fintech and non-FI client opportunities, and account manage specific regional as well as global clients. In partnership with the respective business account leads across AP and globally, the team will account manage and support the clients' growth plans in Asia Pacific (AP). In addition, the team provides onboarding program management support to client opportunities new to Visa.

What a CSTP Director does at Visa

The CSTP Client Success Manager (CSM) will lead the overall operational relationships with Visa's key global and regional Tech Partners in Asia Pacific. The Director role will work closely with the respective business leads to strengthen relationships, enable new capabilities, manage the geographic and product expansion of the clients, optimise performance, drive Visa's business agenda, and act as the overall client advocate.

The expectations of this role include the following and is not limited to:

• AP Client Services relationship lead for key global and regional Tech clients.
• Develop and deliver operational account plans and delivery roadmaps supporting key client objectives and Visa initiatives
• Work with Client Services and business counterparts in AP and other regions to ensure seamless support of global fintech and non-FI clients.
• Deliver the clients' growth and expansion plans with accountability for delivery that meets the expectations of the client and Visa's business objectives.
• Proactively collaborate across functions and geographies including teams such as Tech Partnerships, Product, Risk, Account leads, Treasury, and Client Services to deliver the clients' requirements and key initiatives
• Prepare and deliver operational reviews, quarterly and annual business reviews with effective and consultative support aligned to business objectives.
• 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 in AP and globally.
• Deliver Visa's 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
• Provide program management to client's and Visa's initiatives, including coordination with multiple markets within AP
• Monetization of opportunities through collaboration with Sales, Visa Consulting and Analytics and other expert teams.
• Ensure that Client Services team deliver Visa's objectives whilst helping to drive client success and a high level of client satisfaction
• Improve performance, cost effectiveness and compliance, introducing operational best practices and client processing optimisation.
• Pursue revenue generating opportunities with our clients including delivering value added services
• Accountable for operational client satisfaction.
• Provide an advanced level of technical consultation on systems, services and changes to clients
• Deliver effective event or incident management, coordinating business and client responses to processing incidents impacting clients, managing through to resolution, and root cause analysis.

Why this is important to Visa

Client Success Management is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from an operational perspective. As these Tech partners expand, it is critical that Visa provide effective and agile support that allows the clients to succeed. This role will also provide the opportunity for you to be Visa's advocate as well as the voice of the clients.

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

Qualifications

We are looking for candidates who have already accumulated a wide variety of payments related experience. You will be curious about the payments industry, customer-centric, and possess a high degree of mental agility to diagnose and solve issues.

As a candidate you should have:

• Bachelor's Degree or equivalent qualification.
• Minimum 12 years of relevant payments experience in commercial and technical delivery supporting customers.
• Excellent interpersonal, influencing and negotiating skills with customers and staff at all levels.
• Ability to articulate complex technical and business issues and solutions to all levels of the organization internally and externally to support strategic organizational plans
• Demonstrated strategic ability to solve complex cross-functional issues exercising critical thinking and sound judgment.
• Ability to achieve results following ambitious deadlines, and balance multiple projects without compromising the deliverables.
• Excellent presentation and interpersonal skills, including strong oral and written capabilities
• Excellent time management, project management, organization, and planning skills
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines
• Ability to set priorities, influence others, and manage customer expectations
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders.
• Team oriented, collaborative, diplomatic and flexible.
• Self-starter with a demonstrated ability to achieve results as part of an effective team.

Preferred Qualifications

• Comfortable working in a complex and often ambiguous environment.
• Issuing and acquiring knowledge with functional experience in Tech payment operations supporting highly complex clients and services
• Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Services
• Curious and proactive in understanding the clients' business.
• Demonstrate success in client relationship management

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.

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