Service Manager

  • New York, NY, USA
  • Full-time

Company Description

Fascinated by the future and captivated by technology? Smart, driven and want to make a difference in the world? You will fit right in.

By joining one of our teams at Visa Direct, a division of Visa Inc since 2019, you’ll have an opportunity to shape the payments experience globally. Being part of Visa, the world’s leader in digital payments technology, our mission is to connect the world through the most creative, reliable and secure payment network, enabling individuals, businesses, and economies to thrive. 

Visa Direct is a financial technology business that provides cross-border payment processing services to banks and payments businesses across six continents through its global network.

Individuality fuels our brand and our global team – we are proud that we are a talented team of 18,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life both within and outside of the office, and whether it is taking advantage of agile work schedules or our wellness programmes, Visa Direct and Visa Inc. respects and encourages meaningful work/life balance for everyone.

If you think you could support the Visa family by joining Visa Direct as a Service Manager (North America), we want to hear from you.

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

Job Description

The Service Management team is a crucial component of the Visa Direct 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 Direct customer, ensuring their service needs are met and agreed service levels achieved.

You will be assigned a number of Americas Platinum / Gold clients to manage directly as their Service Manager.  You will take a holistic look at service across all Visa Direct 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.

Standard Working hours: Monday – Friday 09:00 – 5:30 EDT, located in our New York office.


Essential Functions:

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

What we expect of you, day to day.

Basic Qualifications:

  • 2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

  • 3 or more years of work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct
  • 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 Direct 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 optimize your client’s use of the service and promote service best practice both internally and to your clients
  • On a routine basis, assume the role of Major Incident Manager in line with Visa Direct’s 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
  • On a rota basis, assume the role of Major Incident Manager in line with Earthport’s 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

Additional Information

Work Hours:

  • Incumbent must make themselves available during core business hours.

Travel Requirements:

  • This position requires the incumbent to travel for work 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, reach with hands and arms, and bend or lift up to 25 pounds.”

All your information will be kept confidential according to EEO guidelines.

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