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Visa // credit cards
, Full Time       Posted: Friday, March 20, 2020
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Company Description

Fascinated by the future & captivated by technology? Smart, driven & want to make a difference in the world? You will fit right in.

By joining one of our teams at Visa Direct, a division of Visa Inc since 2019, you'll have an opportunity to shape the payments experience globally. Being part of Visa, the world's leader in digital payments technology, our mission is to connect the world through the most creative, reliable & secure payment network, enabling individuals, businesses, & economies to thrive.

Visa Direct is a financial technology business that provides cross-border payment processing services to banks & payments businesses across six continents through its global network.

Individuality fuels our brand & our global team - we are proud that we are a talented team of 18,000 individuals with unique backgrounds, perspectives & experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life both within & outside of the office, & whether it is taking advantage of agile work schedules or our wellness programmes, Visa Direct & Visa respects & encourages meaningful work/life balance for everyone.

If you think you could support the Visa family by joining Visa Direct as a Service Manager (North America), we want to hear from you.

You'rean individual.We'rethe team for you.Together, let's transform the way the world pays

Job Description

The Service Management team is a crucial component of the Visa Direct support model tasked with maintaining & developing robust & lasting relationship with our Key Accounts. As their client's advocate, Service Managers understand their client's business/business processes in detail & use the tools at their disposal to remove obstacles, deliver improvements & enhance the experience of being an Visa Direct customer, ensuring their service needs are met & agreed service levels achieved.

You will be assigned a number of Americas Platinum / Gold clients to manage directly as their Service Manager. You will take a holistic look at service across all Visa Direct functions/platforms, measure & review service performance & either through direct or collaborative action, deliver improvements. You will work with your account management counterpart to maintain & grow the service & commercial relationship.

Standard Working hours: Monday - Friday 09:00 - 5:30 EDT, located in our New York office.


Essential Functions:

What we're after

  • Must have experience in the client relationship management / Service Management space (client facing)

  • Must have a detailed knowledge of cross-border and/or local ACH payment principles / rules / operating practices / industry norms

  • Must be detail oriented with a proven ability to analyse service performance & client satisfaction & implement practical & sustainable solutions that reduce operational overhead and/or improve CX

  • Must be a natural relationship builder & an effective communicator (written & verbal)

  • Must be able to work cross-functionally to deliver operational improvement & resolve issues efficiently & effectively

  • Must have some exposure of FX (Foreign Exchange) concepts & processes

  • Ideally you have previous exposure to SWIFT messaging standards & understand the core message types & usages

  • Comfortable managing & influencing internal/external stakeholders at all levels

  • Enjoy solving problems

  • Adaptable & calm in the face of complexity & frequent service/operational change

What we expect of you, day to day.

Basic Qualifications:

  • 2 years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

  • 3 or more years of work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct
  • You will promote a culture of service excellence & best in class' through leading by example
  • You will streamline processes to improve efficiency, automation & scalability
  • You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes & support your client through transitions
  • You will be your client's advocate within Visa Direct & sponsor / champion product & service change
  • You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results
  • You will host regular service reviews with your clients & monitor service performance & any applicable SLAs
  • You will manage a continuous Service Improvement Register for each of your accounts
  • You will perform deep dive analysis & identify opportunities to optimize your client's use of the service & promote service best practice both internally & to your clients
  • On aroutine basis, assume the role of Major Incident Manager in line with Visa Direct's Incident Management policy (training will be provided)
  • You will produce & maintain a suite of service documentation & reports
  • You will build a strong & collaborative relationship with your Account Management counterpart
  • On a rota basis, assume the role of Major Incident Manager in line with Earthport's Incident Management policy (training will be provided)
  • You will produce & maintain a suite of service documentation & reports
  • You will build a strong & collaborative relationship with your Account Management counterpart

Additional Information

Work Hours:

  • Incumbent must make themselves available during core business hours.

Travel Requirements:

  • This position requires the incumbent to travel for work 10% of the time.

Mental/Physical Requirements:

  • 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, & bend or lift up to 25 pounds.

All your information will be kept confidential according to EEO guidelines.

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