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Job DescriptionThe 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 goalsEnsure 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 teamsRepresent client perspective within Visa organization to ensure enhancements are prioritizedProactively identify operational opportunities and implement recommendations to increase service quality and efficiencyTravel may be requiredThis is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
QualificationsBasic 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
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:
What will also help:
3+ years of payment industry experienceExperience working with cross-functional/cross-department teamsSubject 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 environmentAdditional InformationVisa 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.