Client Services Manager - Visa Direct, cross-border payments
$78,819–$115,305 year
Hybrid · Toronto, Ontario, Canada
Job Summary
Client Services Manager for Visa Direct cross-border payments. Serve as SME on how assigned Platinum clients use Visa Direct, promote service excellence, streamline processes for efficiency, automation, and scalability, monitor forthcoming system changes and client transitions, advocate for clients within Visa Direct, act as escalation point during BAU issues, host regular service reviews, maintain a continuous Service Improvement Register, perform deep-dive analyses to optimize client use of the service, and assume Major Incident Manager duties on a rotating basis. Build strong collaborative relationships with Account Management, and communicate effectively with internal/external stakeholders to deliver improvements and ensure SLA adherence. This hybrid role requires in-office presence (Visa specifies at least 3 days in the office) with days in office to be confirmed by the Hiring Manager.
Required Qualifications
- 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
- Solid payments experience within a bank, fintech or payment processing institution in a client relationship management/service management role
- Detailed knowledge of cross-border and/or local ACH payment principles is a MUST
- Must be detail oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical and sustainable solutions
- Natural relationship builder and effective communicator
- Ability to work cross-functionally to deliver improvements and resolve issues efficiently and effectively
- Exposure to SWIFT messaging standards is an advantage
- Comfortable managing and influencing internal/external stakeholders at all levels
- Adaptable and calm in the face of complexity and frequent service/operational change
- Strategic thinker who is self-motivated, resilient and a strong collaborator with good interpersonal communication and negotiation skills
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