Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
What a Senior Consultant at Client Success does at Visa:
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As a Client Success Senior Consultant based in Singapore, you will be leading Client Services operational engagements for Visa clients together with the Client Success Lead for Singapore, serves as an operational/technical consultant and be the key contact for Singapore clients (Tier 1 and 2). In addition, you will serve as a regional coordination point for United Overseas Bank, deliver customized solutions and provide a comprehensive view across markets minimizing duplication and boosting efficiency for client initiatives and projects. This position requires execution, analytical and problem resolution skills, client relationship abilities and the role work independently.
In this role, you are expected to:
Be the operational and technical expert to clients, as well as business teams to support cross-functional and in-country initiative deliveries.
Act as the liaison for clients, providing insights and inputs for new or changing products and services, problem management, proactive identification of processing efficiencies, service change and system enhancement support. You will be required to act as the CS liaison to coordinate internal CS resources to accomplish Visa and clients’ objectives.
Support business and product teams on new clients’ onboarding activities (including on-boarding onto NITMX) from pre-launch to post-implementation monitoring and new service deliveries.
Provide proactive planning and operational support to ensure that clients and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing)
Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally and determine the appropriate courses of action to deliver.
Collaborate with Account Executives to identify, capture and deliver additional value-added services and new payment flow opportunities to increase service quality and revenue.
Advocate on behalf of clients to internal stakeholders including AE, CS, MS&A, Product and Risk for expedited resolution and implementation of solutions achieving highest degree of client satisfaction with a view on enhancing the client’s Visa experience.
Deliver support for Visa’s biannual business enhancements and Visa mandates to clients.
Assist in incident management by communicating incident status to the clients through its resolution.
Stay current with industry, client trends, and maintain a working knowledge of Visa products and services. Be on top of key Visa mandates and rule changes, to be able to articulate technical changes and analyze the impacts in consultation with the clients.
Identify and implement opportunities to improve the client experience by streamlining operational processes.
Undertake other duties and tasks assigned by your manager and the Client Success Lead for Singapore.
Why this is important to Visa
Client Success is a critical function in Visa. We are the subject-matter experts to deliver best-in-class client services from an operational perspective. This role will also shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Qualifications
What you will need:
We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:
• Bachelor’s Degree or equivalent qualification
• Minimum 10 years of experience in a customer support role in software, financial or information services, or with at least 3 years knowledge on payment systems services
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Customer and business focus with proven ability to establish productive working relationships with staff and management at all levels
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Must be an accountable self-starter with strong analytical skills
• Excellent time management, project management, organization, and planning skills
• Communications skills both verbal and written in English to support portfolio of Singapore clients
• Excellent presentation and interpersonal skills are needed
What will also help:
• Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Demonstrate success in client relationship management
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.