Account Manager - Client Support Services

  • Full-time
  • Job Family Group: Client Support Services

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, 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 dedication to innovation drives the rapid growth of connected commerce on any device, and fuels 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.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

Job Description

The Australia, New Zealand, South Pacific  Client Support group are locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, back office support and customer performance reporting. 

This role is a permanent positon, locally deployed in our Auckland office.

Responsibilities

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves to manage our client relationships on the operational side of the business as a technical/functional specialist and works independently with guidance only in the most complex situations.

  • Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
  • Build and enhances positive working relationships with key Visa client institutions, processors and internal stakeholders.
  • Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
  • Proactively identify operational opportunities and implement recommendations to increase service quality, revenue and efficiency.
  • Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
  • Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
  • Represent complex change requests, system or operational requirements; negotiate and manage expectations internally and externally.
  • Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
  • Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
  • Partner with Account Executives to identify additional business opportunities.
  • Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines. 
  • Partners with local and regional product teams to support implementation gaps and assist in resolution of those gaps

  • Participate in country strategy meetings to provide operational support view to support Visa and client initiatives

Qualifications

 

  • Bachelors/Degree or equivalent experience.  Typically requires a minimum of 5-7 years experience in a customer support role in software, financial or information services
  • Demonstrate energy and positive response when tackling challenging problems, viewing complicated tasks as engaging or motivating.
  • Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
  • Excellent verbal, written, presentation and interpersonal skills with proven abilities in negotiating with and influencing customers and staff at all levels.
  • Ability to set priorities and manage customer expectations
  • Demonstrated ability to articulate complex technical terms or processes into business language.
  • Strong technical aptitude with the ability to apply technical information to business solutions.
  • Proficient in technical and consultative support to customers, identifying business needs.
  • Connects the dots to share and collaborate across the organisation
  • Keeps clients' needs at the forefront of priorities and takes action to provide high quality solutions/services that exceed their expectations
  • Make quick, timely decisions with limited, ambiguous information in high-pressure situations
  • Adapt and recognize the appropriate mix of qualitative and quantitative input required to make an informed decision, particularly when prompt action is required.
  • Determine success criteria and key performance indicators for achievement of results and track and monitor progress against those criteria.
  • Encourage others to openly share and build on each other's new ideas, products or solutions.
  • Adapt to multiple changing work demands and priorities, adjusting style and tactics accordingly  
  • Digitally savvy – applying your knowledge to the way you work
  • Current and up-to-date with latest innovation, digital trends, research, skills, and education
  • Champions bold ideas and new ways of doing things
  • Asks challenging and stretching questions to stimulate innovative thinking.
  • Consistently search for innovative, more efficient ways to work
  • Innovate quickly to create results when new, relevant information surfaces.

Additional Information

At Visa, your individuality fits right in and we embrace inclusion and diversity of thought. We are committed to creating the kind of workplace where you want to be and we can facilitate a range of flexible working arrangements for you.

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