The Asia Pacific (AP) Client Success Management Shared Services team provide knowledge and expertise on market technology and infrastructure for Visa issuers, acquirers, processors, fintech and merchants.
The Client Success Management Shared Services Senior Consultant is responsible to manage post-sale and operational relationships for a significant group of Visa’s growth clients by overseeing onboarding and implementation processes, maximizing adoption of deployed products, driving Client Success outcomes, and optimizing client performance. This individual will play a pivotal role to deliver client success with excellence, ensure that we deliver the highest value, helping our clients understand and use our products and services most effectively whilst delivering our services at scale.
In this role, you are expected to:
Be accountable for our clients, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
Lead and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision-making aptitude
Manage non-routine, complex processing and change requests as well as tactical and strategic client initiatives.
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).
Stay current with industry and client trends. Be on top of key Visa mandates and rules change, to articulate technical changes and analyze the impacts in consultation with clients.
Deliver support for Visa’s biannual business enhancements and all Visa mandates.
Deliver Visa technical/operational workshops and webinars to varying levels of client knowledge on VisaNet and its core and ancillary services. Effectively simplify high technical concepts to everyday language.
Represent complex customer change requests, system, or operational requirements, negotiate, and manage expectations internally and externally and determine the appropriate courses of action.
Provide operational leadership for clients and internal stakeholder organizations including Client Services, Account Executives and Sales Engine, Product, Risk and Legal.
Recognise and develop client opportunities, bringing in the appropriate cross functional teams to help deliver against the client needs.
Provide ownership and accountability for business or processing incidents, effectively communicating across clients and internal stakeholders, driving cross functional solutions, and coordinating response plans.
Ensure that Client Services deliver Visa’s objectives, whilst helping to drive client success and a high level of client satisfaction.
Demonstrate continuous improvement of performance, cost effectiveness & compliance in delivery of support services to Visa clients.
Proactively identify additional business opportunities, drive value-added services, new payment flow and implement recommendation to increase service quality, revenue, and efficiency.
Able to upsell value-added services to bring revenue and optimize business.
Deliver operational best practices and client processing optimization to the markets.
Implements Visa’s processing services and enhancements, delivering new capabilities effectively and efficiently.
Provide accountability for operational client satisfaction.
Ability to translate complex customer business needs into opportunities for system and service solutions.
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.
