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

1. Purpose

Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.
 
This is an individual contributor role responsible for solving complex operational problems with designated clients and taking a broad perspective to identify clients’ operational performance improvement opportunities and adoption of innovative solutions implementation. This role serves as a functional specialist also focusing on building and extending client relations (operational) and works independently with guidance only in the most complex situations.
 

2. Principle Responsibilities/Key Results Area

• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Considered the functional expert for designated clients’ processing and operational business.
• 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.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing).
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
• Contribute and manage execution of country strategy, 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.
• Support biannual business enhancement releases and all other Visa mandates & requirements’ fulfilment.
• Perform ongoing proactive operational reviews with designated clients.
• Partner with assigned Account Executives to identify additional business opportunities.
• Establish and extend relations with key internal and external (clients) contacts to ensure operational business continuity, operational performance improvement and execution of country priorities.
• Actively contribute to the effectiveness of the Team by supporting and co-operating with colleagues and providing cover during periods of absence.

3. Reporting Relationships & Interactions
 

Reporting to Head of Client Services Department and is responsible for interaction with Clients, Business Development Relationship representatives, Vendors / Service Providers and relevant internal staff in order to provide appropriate solutions.

Qualifications

• Bachelors/Degree or equivalent work experience. Typically requires a minimum of 5-7 years progressively responsible experience in customer service, Account management, technical sales and technical support role in the financial or information technology industry,
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• High Knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, EMV and Visa Integrated Circuit (VIS) technical specifications so that second level technical support can be provided to clients and internal teams.
• High knowledge of the electronic payments landscape including mobile and internet payments is a plus.
• Exhibit advanced planning, organizational and problem solving skills.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Demonstrated strong leadership capabilities and account management skills.
• Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative team work spirit
• English & Arabic languages are necessary. French is a preferred
• Candidate must have the ability to travel.

Additional Information

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.