Company Description|Job Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Visa Business Solutions provides issuers & their corporate clients a suite of products & capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors & reporting. They also provide analysis for corporates in order to make informed business & financial decisions about employee & company spend. Business Solutions also facilitate payments between buyers & suppliers, using online solutions or APIs. The Director Account Manager provides strategic support to North American banks & partners regarding Visa's suite of commercial products. This role will be a subject matter expert on appropriate products, & will function as consultant to very large strategic clients, ensuring clients' objectives are achieved.
This role is an individual contributor at an advanced support staff level & is responsible for applying independent judgment in resolving issues & making recommendations.
Lead complex cross regional or cross-functionalcustomer service delivery initiatives & work towards achieving clientand key stakeholder acceptance of deliverables.
Manage & own all facets of operational relationship with our large , strategic financial institutions. Includes developing account plans & maintaining client profiles.
Provide insight & input within cross-functional Visaorganizations for new or changing products & services which may impacttheir clients.
Consult & collaborate with large financial institution clients & partner institutions & provide technicalexpertise to structure effective programs.
Coordinate directly with client to understandprogram set up requirements & facilitate new program installations,conversions & business requests without client impact.
Report customer project accomplishments anddeliverables to management.
Serve as an escalation point for complex issues.
Act as a mentor & train team members.
Manage non-routine, complex processing & productrequests, as well as tactical & strategic client initiatives.
Proactively identify operational opportunities andimplement recommendations to increase service quality, revenue & efficiency.
Responsible to find trends & opportunities to bring the client's operational support to a strategic level.
Build & enhances positive working relationships withkey Visa client institutions, partners & internal stakeholders.
Act as liaison for the client; provide problemmanagement, proactive identification of processing efficiencies, servicechange support & system/platform enhancement support.
Coordinate internal resources to accomplish Visa andclient objectives, & ensure processing system performance standards aremet & that the client perspective is represented within theorganization.
Provide proactive planning & operational support toensure that both the client & Visa are operating in the most effectiveand cost efficient manner while managing costs & increasing overalltransaction performance (including authorization, clearing &settlement, back office processing).
Stay current with industry & client trends andmaintain a strong knowledge of Visa Business Solutions & commercial products & services.
Represent complex customer enhancement requests, system oroperational requirements; negotiate & manage expectations internally andexternally.
Develop & manage strategic planning, operationalinitiatives, special projects & client-driven continuous improvementplans.
Identify & analyze processing issues & trends with clientimpacts; consistently communicate situational status & resolution;advise on SLA performance both internally & externally & developimprovement plans to address chronic client problems.
Support product, platform enhancements & all Visamandates.
Partner with assigned Account Executives to identifyadditional business opportunities.
Perform ongoing proactive operational reviews toinclude billing & transaction processing.
Responsible for own work-flow assignments & must beable to take the initiative to resolve problems & meet deadlines.
Producequarterly customer & departmental reporting for tracking customer or service issues
Attend & deliver valuable content to client Quarterly Business Reviews
Develop & provide presentations to internal & external stakeholders as needed
Coach all new staff & recognize training opportunities for all staff
Provide leadership & communication; responsible for escalating to department management when issues arise that might jeopardize problem resolution
10 years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD.
Minimum of12+ years progressively responsible experience in a customer support rolein financial services, payment card, software or information services isrequired.
Strong interpersonal skills & proven abilities innegotiating with & influencing customers & staff at all levels.
Ability to represent technical & business issues andsolutions to multiple levels internally & externally to supportstrategic organizational plans.
Ability to manage assignments that are of diverse scope & complexity that require significant initiative & good judgment.
Experience using standard MS Office tools (e.g. MSExcel, PowerPoint, Word, etc.). Advance Power point for professional presentations.
Excellent time management, organization, & planningskills.
Ability to comprehend & translate complex technicalissues & apply to business solutions.
Able to set priorities & influence others.
Ability to manage customer expectations internally & externally, & work both as part of a team & independently.
Demonstrate success in customer relationshipmanagement.
Self-starter with a demonstrated ability to achieveresults as part of an effective team, & ability to effectivelyprioritize & multi-task under deadlines.
Excellent verbal, written, presentation andinterpersonal skills.
Strong project management skills
Demonstrated ability to articulate complex technicalterms or processes into business language.
Superb proficiency with troubleshooting & resolving complex issues
Advanced public speaking skills
This position requires the incumbent to travel for work20-30% of the time, or as needed to support business, based on assigned clients.
Incumbent must make themselves available during core business hours.
This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, & reach with hands & arms.
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 & applicable local law.