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.