Manager – Service Manager, North America

Visa, New York NY, US

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Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Visa Payments Limited is a fast-growing division of Visa Direct, created out of Earthport Plc which was acquired by Visa in May 2019. The business is focused on developing Visa’s cross-border pay through account product using its industry leading Banking network.

By joining one of our teams at Visa Payments Limited, you’ll be part of an exciting high growth, business, helping to shape the global payments experience.

If you think you could support Visa Payments Limited as a Service Manager, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

The Service Management team is a crucial component of the Visa Payments Limited’s support model tasked with maintaining and developing robust and lasting relationship with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business/business processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being an Visa Payments Limited customer, ensuring their service needs are met and agreed service levels achieved.

You will be assigned a number of Americas Platinum clients to manage directly as their Service Manager.  You will take a holistic look at service across all Visa Payments Limited functions/platforms, measure and review service performance and either through direct or collaborative action, deliver improvements.  You will work with your account management counterpart to maintain and grow the service and commercial relationship.

What we expect of you, day to day.

  • You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Payments Limited
  • You will promote a culture of service excellence and ‘best in class’ through leading by example
  • You will streamline processes to improve efficiency, automation and scalability
  • You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions
  • You will be your client’s advocate within Visa Payments Limited and sponsor / champion product and service change
  • You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results
  • You will host regular service reviews with your clients & monitor service performance and any applicable SLAs
  • You will manage a continuous Service Improvement Register for each of your accounts
  • You will perform deep dive analysis and identify opportunities to optimise your client’s use of the service and promote service best practice both internally and to your clients
  • On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided)
  • You will produce and maintain a suite of service documentation and reports
  • You will build a strong and collaborative relationship with your Account Management counterpart

What we’re after…
• Must have experience in the client relationship management / Service Management space (client facing)
• Must have a detailed knowledge of cross-border and/or local ACH payment principles / rules / operating practices / industry norms
• Must be detail oriented with a proven ability to analyse service performance and client satisfaction and implement practical and sustainable solutions that reduce operational overhead and/or improve CX
• Must be a natural relationship builder and an effective communicator (written and verbal)
• Must be able to work cross-functionally to deliver operational improvement and resolve issues efficiently and effectively
• Must have some exposure of FX (Foreign Exchange) concepts and processes
• Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages
• Comfortable managing and influencing internal/external stakeholders at all levels
• Enjoy solving problems
• Adaptable and calm in the face of complexity and frequent service/operational change
• Degree educated – desirable, but not essential
Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.


Want to learn more about Visa? Visit Visa's website.