Manager, Client Care V

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Managers in Client Care V are responsible for leading teams that support highly complex clients and services within the payments industry. The role requires strategic oversight of client support operations, development and execution of support strategies, and alignment of efforts with key Visa stakeholders. Managers are expected to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels, ensuring the delivery of high-impact solutions and service standards for market-specific products and services.

The position involves overseeing the development of strategies, programs, and action plans, and leading cross-functional teams through complex business issues that may not have precedent. Managers are also responsible for supporting client sales efforts and setting service standards for implementation and ongoing support.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.
Key Responsibilities:

• Lead and oversee the development of strategies, programs, and action plans for client support operations.
• Align efforts of the Client Support organization with other key Visa stakeholders.
• Establish and foster relationships with clients and internal stakeholders at all levels of staff and senior management.
• Develop and ensure execution of support strategies to assist Client Sales in sales efforts.
• Set service standards for the implementation and support of market-specific products and services.
• Strategically lead cross-functional teams through high-impact, complex business issues that do not have precedent.
• Build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels.
• Support clients through strategic and consultative approaches, leveraging analytical tools and processes.
• Serve as a leader and thought partner on cross-functional crisis management teams as needed.

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 Bachelor's 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 Bachelor's 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
• 5 or more years of relevant work experience with a Bachelor's 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.
• Experience in client-facing accountability in the payments industry.
• Experience in bankcard operations, supporting highly complex clients and/or services.
• Experience in transaction processing and technical specialties supported.
• Experience in technical and/or sales account management.
• Experience in representing technical or business issues and solutions to influence audiences at multiple levels of an organization, including executives.
• Experience in building and maintaining business relationships with internal and external stakeholders.
• Experience in leading cross-functional teams through complex business issues.
• Experience in developing and executing support strategies for client sales efforts.
• Experience in setting service standards for implementation and support of market-specific products and services.
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment.
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services.
• In-depth knowledge of payments network and processing services.
• In-depth knowledge of client business drivers for their operations and processing businesses.
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes.

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.