Visa Inc

Client Services Manager - Visa Direct, cross-border payments

Visa Inc • $105K — $155K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
5 - 7 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • 5+ years in client relationship management or service management within payments
  • Solid experience in bank, fintech, or payment processing
  • Detailed knowledge of cross-border and local ACH payment principles
  • Experience with collections and FX capabilities
  • Strong analytical skills for service performance and client satisfaction data

Responsibilities

  • Act as Subject Matter Expert for assigned clients using Visa Direct
  • Promote a culture of service excellence
  • Streamline processes for efficiency and scalability
  • Support clients through system changes and transitions
  • Act as client advocate within Visa Direct
  • Conduct regular service reviews and monitor SLAs
  • Manage a continuous Service Improvement Register for clients

Benefits

  • Medical, Dental, Vision insurance
  • Employee Stock Purchase Program
  • Life Insurance
  • Paid Vacation
  • Wellness Programs
Full Job Description
Job Description

What is it all about?

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

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

What we expect of you day-to-day:
  • You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct.
  • You will promote a culture of service excellence and 'best in class' through leading by example
  • You will streamline processes to improve efficiency, automation and scalability
  • You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions
  • You will be your client's advocate within Visa Direct and sponsor / champion product and 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 and any applicable SLAs
  • You will manage a continuous Service Improvement Register for each of your accounts
  • You will perform deep dive analysis and identify opportunities to optimize your client's use of the service and promote service best practice both internally and to your clients
  • On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided)
  • You will produce and maintain a suite of service documentation and reports
  • You will build a strong and collaborative relationship with your Account Management counterpart


This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

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


What we're after...
  • Solid payments experience within a bank, fintech or payment processing institution in a client relationship management/service management role - is a MUST
  • A detailed knowledge of cross-border and/or local ACH payment principles is a MUST
  • A detailed knowledge of collections and FX capabilities
  • Must be detail oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical and sustainable solutions
  • Must be a natural relationship builder and effective communicator
  • An ability to work cross-functionally to deliver improvements and resolve issues efficiently and effectively
  • Exposure to SWIFT messaging standards is an advantage
  • Comfortable managing and influencing internal/external stakeholders at all levels
  • Adaptable and calm in the face of complexity and frequent service/operational change
  • A strategic thinker who is self-motivated, resilient and a strong collaborator with good interpersonal communication and negotiation skills


Visa is looking to fill vacant position Client Services Manager - Visa Direct, cross-border payments . The anticipated compensation range for this position is 105,710 CAD to 155,710 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.

About Visa Inc

Visa Bureau is an independent immigration information service providing information to individuals, families and businesses wishing to live and work or relocate staff to America, Australia, Canada, New Zealand and the UK. Based in California, Visa Bureau ensures readers are given the most up to date information concerning immigration and visa policy. VisaBureau.Co is the most popular Global Migration resources families and individuals dreaming of Immigrating to a New Country. Visa Bureau contains information on making a successful move to including Eligibility, Visas, Jobs, Timeframe & Cost.

Visa Inc Careers

Join the global team at Visa Inc, a leader in digital payments, and propel your career forward with a company known for innovation, leadership, and a commitment to diversity and growth. At Visa, we are not just a payments company; we are an engine for progress, powering inclusive and sustainable commerce worldwide.

Work You'll Do

At Visa Inc, you'll be part of a dynamic team that's dedicated to making a difference. Whether you're looking for job opportunities in technology, marketing, finance, or customer service, Visa offers a range of positions that allow you to contribute to our mission of connecting the world through the most innovative, reliable, and secure payment network.

Innovate and Lead

Join a culture of innovation where your ideas can change the way the world pays and moves money. With Visa, you'll work alongside industry experts to develop solutions that enhance customer experiences and drive economic growth. Our leadership is committed to providing you with the tools and training needed to excel.

Grow Your Career

Visa Inc is committed to the professional growth of every team member. With comprehensive benefits, competitive employment packages, and opportunities for advancement, Visa empowers you to shape your career path. From internships to leadership roles, the potential for growth is limitless.

Diversity and Inclusion

At Visa, we believe our strength lies in our diversity. We are dedicated to fostering an inclusive environment where everyone is respected, and every voice is heard. Through diversity training and a commitment to equitable hiring practices, we ensure that all team members have the opportunity to succeed.

Networking and Professional Development

Enhance your skills and expand your professional network through Visa’s global community. Participate in networking events, workshops, and seminars that are designed to bolster your industry knowledge and connect you with professionals across the globe.

Benefits and Culture

Visa Inc values the well-being of its employees. Enjoy a robust package of health, financial, and lifestyle benefits that support you and your family. Our culture promotes work-life balance, encourages curiosity, and supports the continuous pursuit of knowledge and excellence.

Join Our Team

Explore the exciting job opportunities at Visa Inc and discover how your skills and passions align with our mission. Prepare your resume, sharpen your interview skills, and get ready to embark on a rewarding career journey.

Stay Connected

Keep up to date with the latest at Visa Inc: - **Search Visa Jobs**: Find open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. - **Read Careers Blog**: Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. - **Job Alert Emails**: Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await. At Visa Inc, your career is a journey of endless possibilities. Join us and be part of a team that is transforming the future of payments.
Learn more about Visa Inc
Size
21,500 employees
Market Cap
$387 billion
Industry
Finance & Insurance
Net Income
$10.7 billion
Founded
1958
5 Year Trend
+9.8%
Revenue
$21.4 billion
NASDAQ
V
* Ladders Estimates

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