Visa Direct Network and Operations Client Service Manager

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Visa Direct is a money movement solution that Visa provides to clients (issuers, acquirers, processors, merchants and service providers) to facilitate domestic and cross-border fund transfers/disbursements using debit card credentials, bank account information or digital wallet addresses around the world.  Over the past years we have invested in establishing competitive payment rails and superior market readiness, and we are now ready to focus aggressively on cross-border growth.

This role involves working closely with Account Management, Product, Compliance and Support teams to provide operational support for Clients of Visa Direct Cross Border (former Currencycloud), Visa’s recently acquired cloud-based embedded cross border money movement infrastructure solution.

The ideal candidate will possess a strong understanding of the payments landscape and technologies, exceptional project management, troubleshooting, client support, and a laser focus on quality, ability to prioritize independently, working across a matrix organizational structure and liaising with various teams to influence and collaborate effectively.

Job Description and Responsibilities

• Provide technical client troubleshooting support and project management support to portfolio of ~70 North America Accounts; effectively manage time & prioritize efforts towards strategic accounts; identify opportunities to service accounts at scale

• Coordinate internal processes related to client account management and help address and resolve account-related inquiries and issues, including billing and invoicing processes and compliance-related activities

• Support monthly and quarterly performance reviews of client portfolio to identify growth potential and proactively address attrition risks

• Assist in coordination of contract renewals

• Provide ad hoc analysis as requested

• Coordinate offboarding processes with relevant internal teams

• Collaborate closely with Sales, Product, Business Development, Billing, Compliance and Support teams

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

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelors 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 Bachelors 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
• 2 years’ experience in business operations and technical sales support, particularly in supporting clients’ technical issues/questions, project management, cross-functional global processes, tools, or other key analytics
• Experience in supporting cross-functional program initiatives and facilitating collaboration across Sales, Account Management, Marketing, Finance, Product, and Compliance organizations
• Exhibits strengths as a project manager, customer success, cross-functional navigator, and technical sales/support, with high financial acumen and analytical skills
• Comfortable communicating directly with clients
• Must be results-oriented, organized, able to handle multiple urgent tasks and must effectively deal with ambiguity in a virtual work environment
• Exceptional influencing & presentation skills - thinks strategically to problem solve tactical execution, particularly in a growing matrixed organization
• Strong desire to win as a team – pride of outcome mentality vs pride of ownership
• Knowledge and experience with Visa products, FX and Global Payments seen as a plus
• Familiarity with Slack, Salesforce, Zendesk, and/or MS Dynamics seen as a plus

Visa is looking to fill vacant position Visa Direct Network and Operations Client Service Manager. The anticipated compensation range for this position is 122,650 CAD to 172,650 CAD per year, which includes sales incentive payments/annual bonus. Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, Employee Stock Purchase Program, Life Insurance, Paid Vacation and Wellness Programs.  Visa may use artificial intelligence when assessing and selecting candidates.

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.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.