Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

What’s it all about?

As Visa continues a path of innovation and growth, where we are focused on a client’s lifecycle with a client centric mindset at the core of all we do, we are searching for Senior Consultant in the Client Success team within Visa’s Client Services function to strengthen our presence in Italy and the Southern Europe Cluster.

This is an exciting opportunity within the “operational side” of the Visa payment ecosystem to develop and nurture Visa’s relationships with existing Clients (i.e. large banks/financial institutions/strategic partners) and optimize their existing Visa transaction performance.

The Senior Client Success Global Engagement Lead is a pivotal individual contributor role accountable for the day-to-day operational needs of one of Visa’s key Regional Clients located in Europe.

This position requires a high level of professionalism and astuteness in managing all levels of stakeholders at the client and at Visa and will be a client facing alongside our sales and business development colleagues.

This Senior Client Success role will focus on the operational relationship management (strategic, proactive and tactical/ reactive as relevant) of our Pan European client.

This role serves as a functional specialist and works independently alongside global CSM guidelines and methodology of operation, and is able to manage complex topics (with limited supervision), as part of the team supporting operational mandates, project implementations and consulting initiatives that help Clients to grow their portfolios. You'll be based in our local Milan office and report to the Head of Client Services in the Southern Europe Cluster. This is a diverse and challenging role which provides a perfect opportunity for you to develop a career within Visa - a truly global organization.

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

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 2-3 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.

Position Summary

Essential Functions

• Work closely alongside the key stakeholders at the dedicated Visa key client, delivering the global client success model for Visa as a key ambassador of all of client services to the client and within the account’s Visa teams
• Own the holistic operational relationship of the client across Europe (and global entities where relevant) and be the central voice of this Client into Visa and the Operational voice of Visa into Client
• Closely collaborate with, align and influence team/s of local market or Shared Services Client Success Managers, who will continue to manage locally the client relationships, and integrate into an overall global strategy for the client – include collaboration of a single global operational view for the client
• Foster and sustain a reliable global operational relationship with client executives and stakeholders by comprehending their business, aligning their requirements with our solutions, and ensuring that their strategic drivers, success measures, and priorities are met
• Identify and drive operational improvement opportunities for your assigned Client to grow their Visa portfolio and get the best return on investment on existing Visa products
• Provide a global perspective on our global payment processing, issuing, and acquiring solutions and technologies to drive a holistic client services experience
• Provide regular, structured, proactive operational relationship management through monthly/ quarterly operational reviews, participation in quarterly and annual business reviews
• Building and managing the client priorities, strategies and outcomes against mutually agreed joint account plans with the Account Executive and other Visa teams
• On an ad-hoc basis, manage client escalations as required – against clear escalation paths
• Actively collaborate with the client to discover strategic possibilities and improve operational cost-effectiveness, handle assignments of moderate complexity with a diverse range of objectives, and seek suitable solutions.
• Deliver operational and strategic initiatives to clients such as enabling new business initiatives, products, and solutions, delivering Business Enhancements, and educating on tools and services.
• Focus on improvement of performance (Authorization, authentication, billing and dispute), cost effectiveness & compliance, introducing operational best practices and client processing optimization
• Liaise across Client Services teams and coordinate actions to deliver client goals
• Coordinate across all other business departments & functions to ensure strategic alignment & effective delivery of Visa and client initiatives
• In partnership with Global Business Optimization and similar Visa functions, execute performance analytics identifying opportunities for the client to improve authorization rates, reduce fraud and chargebacks
• Crisis management – disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan)
• Due to the international footprint of our client, the role will require travel within Europe 20 %, and perhaps some outside Europe travel as required
• Ensuring a clear view of the necessary activities against the different processes to be executed for the client with defined and communicated clear RACI with all relevant Visa and client roles
• In addition to the core skills listed above, the below ‘soft skills’ responsible areas will include:
  • Develop and nurture a closely aligned connection with Sales Account Executive
  • Ensure a clear governance framework and model in place, aligned and subscribed to by both Visa and Client stakeholders within that governance
  • Manage upward reporting to senior management internal and external
  • Manage the agreed communication channels – internally and with the client

Key Metrics and KPIs

• Contribute to overall Client Satisfaction and Net Promoter Scores
• Contribute to regional and country score card targets including growth and adoption of Visa Products and Services
• Ensure your Clients' compliance with Visa operational compliance rules and mandates (planning and support during compliance releases)
• Appropriate and efficient use of Visa’s OneCRM Microsoft 360 tool to capture relevant and required client interactions
• Achieve annual individual goals and relevant Client Services Objectives and Key Results
• Coordinate escalations on a rare case of operational crisis event to minimize Client impact in the shortest duration
• Facilitate fastest return on investment for clients by driving fastest time to first transaction upon closing new deal agreements
• Feedback and contribute to Visa internal processes and procedures – for improvement and optimisation
• Collaborate actively within Client Services organization and across Visa functions (e.g. Sales, Products) locally and globally

• Self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team
• To execute their tasks effectively, it also requires a strong planning and organizational skills, focused and rigorous execution skills, together with analytical capabilities and skills, and the willingness to keep learning to improve and optimize internal processes to afford the best client experience, with their ‘every’ interaction at Visa.
• Holds a Bachelors/Degree or foreign equivalent
• Excellent interpersonal skills with the ability to establish, grow and influence key relationships across relevant functions and markets within Visa and at all levels at the client
• Demonstrate intercultural and market sensitivity
• Strong analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions as well as the ability to apply sound business analysis to limit the downstream impact of decisions ideally with some good basic data analysis skills
• Ability to effectively work under pressure, be proactive and self-challenging when dealing with complex compliance, technical or other issues
• Ability to prioritize and respond effectively to new challenges whilst managing stakeholder expectations
• Have excellent time management, organization, and planning skills
• Must have in-depth knowledge of Authorizations, Clearing & Settlement & back office processing.
• Must have a solid working knowledge of payments network and processing services
• Proficiency providing technical and consultative support to external customers and identify business needs
• Excellent written and verbal communication skills in English and Italian with the ability to convey complex topics in simple terms relevant to the client’s specific use cases
• In addition the following traits are important for this role:
o Energy and positivity
 Need to resonate a persona/ outlook that is positive and infectious with a ‘can do’ attitude that turns customer challenges and dissatisfaction into triumphs
o Relationships and Emotional Intelligence
 Must possess great EQ and can move others into action where necessary.
 Must take time to build new relationships, allies, friendships with customers AND co-workers
o Organisational Skills
 Balance the need of the role w/o becoming over-whelmed
 Ability to effectively prioritize and multi-task under tight deadlines.
 Follow through on commitments they make.
 Utilise existing processes and have well established personal systems to prioritise and complete tasks
 Ability to set priorities, influence others, and manage customer expectations.
• Excellent written and verbal communication skills in English to communicate with global Visa teams (and the local language as relevant to the market base)
• Good verbal, written, presentation and interpersonal skills are required.
• Ability to synthesize and translate technical information and apply to business solutions.
What else?
• Fully computer literate in MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• It is desirable to have experience in utilizing a CRM tool to oversee client interactions and achieve desired outcomes.
• Candidate may be required to help support the Italian market hence the ability to speak/write in Italian and English is essential for the role.
• Willingness to travel as you may be required to travel 20% of the time to your Client location/s for client-facing activities, as well as to Visa internal conference/trainings/meeting on ad-hoc basis

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.