Client Services Manager

The Client Service Manager is responsible for ensuring best in class client experience - through proactive actions from data driven insights leading cross-functionally on fast issue resolution and continually enhancing client relationships across the CEMEA region

The ideal candidate blends client success leadership service delivery discipline and deep operational expertise ensuring every Visa Direct client realizes value stability and continuous improvement throughout the lifecycle.

Key Responsibilities:

• Maintain strong trusted client relationships postgolive ensuring Visa Direct performs reliably and meets jointly agreed operational KPIs and SLAs.
• Serve as the primary escalation point for BAU client issues incidents and service inquiries ensuring fast coordinated resolution across global teams.
• Act as the voice of the client driving enhancements to service processes policies and tooling.
• Oversee daytoday BAU performance across transaction processing connectivity reporting and service health by monitoring service dashboards and alerts to anticipate challenges and act ahead of client impact.
• Proactively communicate service performance incident updates trends and improvement plans to clients and internal stakeholders.
• Lead realtime issue triage within the local time zone coordinating with engineering operations product and global support teams to ensure rapid recovery.
• Ensure all service processes adhere to Visas regulatory risk compliance and control frameworks.
• Build trusted relationships with internal stakeholders to ensure visibility alignment and timely decisionmaking around client needs.
• Collaborate closely with Sales to support contract renewals and provide guidance as to the operational health of the clients experience

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

Qualifications :

• Required Qualifications: 5 years of experience in client success service delivery operations or technical sales/support within payments fintech or financial services
• An understanding of global money movement ecosystems including A2A accounttoaccount fintech noncard networks or realtime payment systems. Ability to translate operational metrics and client insights into concrete improvement actions
• Experience collaborating with risk compliance legal and control functions in regulated environments. Exceptional critical thinking and problemsolving skills with a bias for clarity action and continuous refinement
• Strong communication skills with the ability to distil complexity into crisp compelling narratives for executives partners and clients
• Demonstrated success influencing across matrixed organizations and working with global teams. Preferred Qualifications: Experience with Visa Direct Visa Payments Limited Currencycloud or similar crossborder / RTP money movement platforms
• Experience working in or alongside teams such as BAU operations incident management and service delivery in highstakes 24/7 SLAdriven environments
• Familiarity with Slack Salesforce MS Dynamics and / or Zendesk highly preferred

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time