Senior Manager, Client Operations

Team Summary

Visa’s Vision is to be the best way to pay and be paid for everyone, everywhere. We partner with over 16,000 financial institutions globally to build superior payments products and experiences that enable customers –consumers, businesses, large corporations, and governments - to pay or be paid.  The Account Management function is part of a broader dedicated multi-disciplined team tasked with supporting and growing one of Visa’s most important clients.  Our objective is to align our client’s goals with those of Visa for the benefit of the customer and for our respective businesses. 

The Account Management team is accountable for the client relationship, serving as the face of the partnership into the client and on behalf of the client back into Visa. In concert with the client and internal key stakeholders, we develop and execute on our joint strategy and annual investment plans.

Position Summary

This key position is a member of the client account team dedicated to one of Visa Australia’s largest and most important clients. The role is responsible for excellence in Visa’s overall service delivery with the client across portfolio management and customer engagement campaigns, portfolio data insights, as well as supporting the execution and implementation of our jointly agreed product and service initiatives. The role requires card issuing portfolio management experience as well as strong data, communication and program sponsorship expertise, underpinned by a solid knowledge of the payments industry and international payment networks.  The role will report to the head of the client partnership at Visa and will work collaboratively with the Visa and client teams.

Responsibilities

• Facilitate regular client portfolio reviews including agenda development and data insights/analysis.
• Manage, and drive when needed, the communication of service delivery activities between the client and Visa.
• Use data reporting tools to monitor portfolio performance and support the client to self-service through the Visa Analytics Platform.
• Manage the execution of Visa Loyalty Platform Services (VLPS) facilitated Issuer campaigns for the client, this involves being the conduit between the client and the VLPS team to ensure successful campaign delivery.
• Manage payment volume forecasting and alignment of the regular portfolio-level forecast with the client. Understand and resolve any misalignment.
• Ensure team compliance with internal client relationship management processes, procedures, and tools.

Why this is important to Visa and its Partnership

Visa is a network of networks that serves at the core of digitization, movement of money and data, and the success of local economies and global commerce. Financial Institutions play a critical role in Visa’s global open payments ecosystem. This role of Senior Manager Client Operations, for one of Visa’s largest and most important clients, is critical to ensuring the success of our client and Visa.

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 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.

Skills and Character Visa seeks from a candidate

Values driven

• Curious, solutions-orientated, and team-orientated.

• Client focused.

• Actively embraces an environment of inclusion and diversity.

• Communicates opening, honestly and respectfully.

• Role models Visa’s Leadership Principles: lead by example, communicate openly, enable, and inspire, excel with partners, act decisively and collaborate.

Technical

• Payments industry expertise

• Card Issuer portfolio management experience

• Demonstrated experience in coordinating resources (including direct and indirect reports, or matrix organization) to meet goals across multiple projects.

• Demonstrated ability to influence diverse groups of professionals that have expertise in different domains.

• Experience extracting and using data from analytics platforms to deliver valuable insights.

• Strong business and financial acumen.

Digital / Innovation

• Digital savvy – applying your knowledge to the way you work.

• Stay current and up to date with latest innovation, digital trends, research, skills, and education.

• Champion bold ideas and new ways of doing things. Be willing to challenge the status quo.

• Consistently search for innovative, more efficient ways to work and make incremental improvements to existing processes or ways of doing business with internal or external clients.

Solution Focused

• Keeps clients’ needs at the forefront of priorities and takes action to provide high quality solutions/services that exceed their expectations.

• An ability to connects the dots across seemingly disparate pieces of information.

• Leverage the best of Visa’s technologies, expertise, and solutions

• Make quick, timely decisions in the face of limited, ambiguous information, or in a crisis or other high-pressure situation.

• Encourage others to openly share and build on each other’s new ideas, products, or solutions.

• Demonstrate energy and positive response when tackling challenging problems and view complicated tasks as engaging or motivating.

• Show openness to new ideas, modifying viewpoints and direction considering new 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.