Team Summary

The Client Services team provides industry-leading operational support to Visa’s 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, successful deployment and support of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What an Analyst does at Visa:

The Asia Pacific (AP) Client Success Management Shared Client Success team provide knowledge and expertise on market technology and infrastructure for Visa issuers, acquirers, processors, and merchants. The Client Services team plays a critical role in ensuring the flawless delivery and service for Visa products and solutions for our clients.

This role will be based in Pasay, Philippines and will be responsible for managing the operational relationships for a significant group of Visa’s growth clients, including financial institutions, third party processors and fintechs.  This position is at an intermediate level and requires execution, analytical skills, and solid client relationship abilities.

In this role, you are expected to:

• Manage operational support and fulfilling service needs of moderate complexity for Tier 3 clients. This includes responding to inbound client queries as well as outbound proactive client engagement
• Play a critical role in working with the client to identify operational efficiencies, manage assignments such as client initiative, change requests that are diverse in scope, and search for appropriate courses of action
• Act as liaison for the client, provide technical expertise to structure effective program, solutions, service change support and system enhancement support
• Develop communications for clients, outlining initiatives and mandates (and the required client changes), and providing compelling rationale for the need for such change.
• Manage these communications end-to-end, distributing to clients and governing responses and subsequent delivery of change
• Deliver and support biannual business enhancements and all Visa mandates.
• Manage incident management - identify and analyze processing problems and identify customer impacts to provide report as appropriate
• Be accountable and serve as an escalation point for high impact and complex issues encountered by L1, L2, & L3 support team or country team.
• 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.
• Partner with Account Executives to identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.
• Provide handholding to clients on VisaNet operations and technical matters utilizing self-paced online courses or webinars.
• Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
• Identify and implement opportunities to improve the client experience by streamlining operational processes. Collaborate with key stakeholders to drive ‘first-contact resolution by achieving scale, consistency, and automation for clients.

Why this is important to Visa

Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity to shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficiency and consultative support aligned to business objectives and critically, establishes and fosters working relationships with Visa’s clients as well as internal stakeholders across all levels of staff and management, ensuring the Client Services team are regarded as operational partners and able to effectively represent client needs.

What you will need:

We are looking to hire candidates who have already accumulated a variety of experience, curious about the payments industry, results-driven and client-centric. As a candidate you should have:

• Bachelor’s Degree or equivalent qualification
• Minimum 5+ years of experience in a customer support role in software, financial or information services, or with at least 2 years knowledge on payment systems services is required
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Familiarity with automation and process improvement methodologies is a plus
• Working knowledge of Microsoft Office
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Demonstrate initiative and accountability, able to prioritize and execute work with minimal supervision
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Must be able to apply AI to improve operational efficiency
• Excellent time management, project management, organization, and planning skills
• Excellent communications skills both verbal and written in English and Thai in order to serve a portfolio of clients from Thailand and Asia Pacific. It will be an added advantage to speak and write in native language to communicate with our clients from that market.

What will also help:

• Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service will be a plus
• Demonstrate knowledge of the full breadth of systems, products and services offered by Visa
• Demonstrate success in client relationship management
• Intellectual curiosity

Projects to be a part of:
As part of the team to work on strategically important projects for clients and Visa.

• Develop and deliver a differentiated, scalable client service model, from tactical operations to strategic partnerships to deliver services such as optimisation, consultation and business planning that deliver value and drive client success.
• Working with cross-functional team to identify opportunities and develop holistic solutions to help increase service quality, revenue, and efficiency for clients.
• Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables.

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.