Team Summary
Client Services 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 trusted partners to Visa's clients, providing expertise to support and successfully grow their business.
What the Client Success Consultant does at Visa:
As a Client Success Consultant based in Manila, you will be leading Client Services operational engagement for Visa clients in South East Asia (IPVMC), serving as an operational/technical consultant for Visa Government Solutions, Commercial Solutions and Money Movement products. This is an individual contributor role working independently under limited supervision and requires strong execution, technical knowledge, analytical skills, and relationship management with key stakeholders and clients.
The Consultant is the face of Visa's support organization to Visa's clients, which can include FIs, Fintech, Third Party Enablers, Corporates, Government Entities, NGOs, SMBs, and Govtech players. The role holder represent these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and oral communications skills. In addition to these skills, a Consultant will need to have strong analytical skills and is required to become technical knowledge expert to multi-functional business teams around them.
You will be accountable for supporting clients in South East Asia (IPVMC) for all products relating to Visa Government Solutions, Commercial Solutions and Money Movement products. This includes managing the operational side of the client relationship and identifying and enabling the right services and capabilities to drive growth and optimization.
In this role, you are expected to:
Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded. Be the voice of the client.
Act as liaison for the client. Oversee and facilitate as single touchpoint for non-traditional client as governments, NGO, SMBs, Govtech, when solutions require multiple Visa delivery teams. Provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
Support their bespoke models and address sensitive topics on highly strategic programs involving government entities/officials and humanitarian aid programs involving vulnerable people/refugees.
Proactively notify clients regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product and/or processing service interruptions.
Participate in cross functional customer service delivery initiatives across clients and Visa internal teams.
Coordinate internal resources to accomplish Visa and client objectives.
Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
Build and enhance positive working relationships with key clients and internal stakeholders.
Project manage and lead enablement activities for existing and new products introduced to the market, tapping on Global and Regional resources for execution.
Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
Educate and train clients on best practices for Visa Government Solutions, Commercial Solutions and Money Movement products.
Represent difficult and mildly complex customer change requests, system or operational requirements. negotiate and manage expectations internally and externally
Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
Identify and implement opportunities to improve the client experience by streamlining operational processes.
Understand and support market strategies, develop and track account and client success plans
Why this is important to Visa
The Consultant is vital in helping Visa to deliver against the operational needs of a key market, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa's business in South East Asia (IPVMC) by driving value to our clients through effective enablement and customer centric support.
What you will need:
We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
Strong communications skills in English to support portfolio of clients from South East Asia (IPVMC). Proficiency in additional South East Asian languages such as Bahasa Indonesia and Khmer will be advantageous.
A Bachelor's Degree or equivalent qualification minimum of 10 years of experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required
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
Stakeholder management 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. Demonstrated ability to articulate complex technical terms or processes into business language
Ability to set priorities and manage customer expectations, and work both as part of a team and independently
Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at the working level
Excellent time management, organization, and planning skills
Excellent verbal, written, presentation and interpersonal skills are required.
What will also help:
A preferred candidate would have a broad operational experience relating to card, issuing and acquiring solutions as well as remittances. They should be able to relate operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client's needs. The ideal candidate would lead by example, taking accountability to organize across the company to deliver at the highest standard.
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.
