Client Services Senior Manager

Company Description

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.**

**Job Description**:
Visa’s Client Services (CS) organization provides industry-leading operational support to Visa clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Success Managers (CS M) are the primary point of reference to internal and external Visa clients for operational issues. They support Visa’s business growth by building and optimizing operational relationships with Issuers, Acquirers, Processors and Merchants and Fintech/Digital partners, and working proactively with these clients to advance Visa’s strategic initiatives.

The **CS Director** is a leader in the Mexico organization that devices and leads new strategies with a client centric and inclusiveness to wow our clients, grow our rendered services and our value-added services revenues. All this while ensuring consistent excellent performance and client communication, building, and facilitating Visa multifunctional teams around client’s requests and service opportunities

**Client services leadership**
- Represent the voice of the client to internal stakeholders, a natural thinker that can synthesize requirements into a set of platform and services capabilities.
- Able to Lead, inspire and facilitate Client Success managers and Visa teams to solve for the client pains and needs through the Visa Toolkit
- Design strategies to align Operational Client needs into strategic account plans that mirror the Visa´s commercial plans for each client. actions and deliverables to ensure their team’s Goals and Objectives fulfilment
- Support the MX CS function’s key results to achieve goals, through design, plan, and execution of key strategic initiatives and the operational rhythm, across all client accounts and in connection with Visa’s support functions
- Build and develop a diverse team of Client Success Mgrs. that fosters Visa multifunctional collaboration and client centricity

**Operational Leadership**
- Coordinate across Client services and other Business functions to ensure strategic alignment and effective delivery of Visa and client initiatives, as well as resolution of client support requests
- Lead planning and execution of operational initiatives, special projects, and client-driven continuous improvement plans that support Visa’s service and revenue goals

**Client Business Optimization**
- Monitor Client Portfolio operations to identify opportunities for improvement and additional Visa services
- Lead coordination across key Visa functions to meet business and operational account plan targets and goals
- Facilitates and guides CS mgrs. through BAU operational engagements with clients to grow ties beyond operational resolution into strategic partnerships
- Manage client concerns and escalations ensuring resolution quality and speed throughout the different Visa areas that need to be involved

**Client enablement and onboarding**
- Ensure his/her team provides consultative guidance to internal and external clients on Visa systems, services, and changes
- Promotes Visa Value Add Services through their applied knowledge of client systems and pain points to identify and propose appropriate Visa product and service solutions
- Coordinate, communicate and assess client readiness for mandates and other enterprise and market initiatives
- Provide support in the delivery of Client Implementation projects acting as escalation point of project concerns and issues during execution

**Incident and Crisis Management**

Support incident and crisis management, helping to coordinate effective business and client responses to disruptions or other crises that may affect their Market clients or operations
- 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