Client Care Ops

Job Description

Client Services (CS) 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 and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Within Client Care, in the GPM (Global Partner Management) team, the Vendor Management Consultant plays a key role in the in‑life management of third‑party suppliers delivering affluent cardholder benefits on behalf of Visa and its issuer (bank) clients.

The role has a primary focus on ensuring commercial and contractual requirements are translated into scalable, operational processes—especially supplier invoicing and issuer billing—while also supporting broader supplier governance, performance management, and operational delivery activities.

The role supports recurring billing activities in alignment with Product team guidance and in compliance with agreed contractual terms, and is responsible for producing and maintaining clear, accurate billing and performance dashboards for executive stakeholders to support oversight, decision‑making, and financial governance.

The role will require extensive interaction across multiple cross-functional areas, such as Suppliers, Product, Sales/Account Management, Sourcing, Compliance, and Legal.  This candidate will work closely with Product team and include liaison work between suppliers and product/program owner, to ensure we meet the needs of clients, merchants, and customers.  This includes escalation support, program administration, program expertise, research and analysis for operational issues, and overall program operational performance from a business perspective. 

The role requires experience in vendor operations, billing, and program management.
The ideal candidate holds a master’s degree and has experience with billing operations, partner management, and working in a complex matrix organization.
Experience in premium customer service, luxury, tourism, or financial services is a plus.

Specific responsibilities include:

Commercial & Contractual Enablement (Primary Focus)

• Interpret supplier and issuer commercial agreements, including:
  • Pricing structures and rate cards
  • Billing triggers and frequencies
  • Volume assumptions, credits, and adjustments
• Translate commercial terms into clear business and operational requirements for automation, finance, and delivery teams.
• Act as business owner for billing‑related requirements, ensuring solutions accurately reflect contractual intent and protect Visa and issuer interests.

Billing & Operational Automation Enablement

• In parallel of the management of the manual billing partner with internal automation, technology, and finance systems teams to design and implement automated billing and invoicing processes moving forward.
• Support end‑to‑end delivery of billing solutions, including:
  • Requirements definition
  • Business validation and testing
  • Go‑live readiness
• Ensure processes are scalable, auditable, and aligned to Visa finance and control standards.

In‑Life Billing Operations & Commercial Controls

• Own the in‑life operation of billing processes for assigned affluent benefit programs.
• Validate supplier invoices against contractual terms and resolve discrepancies in collaboration with suppliers and finance teams.
• Support accurate and timely issuer billing, ensuring alignment with issuer agreements and program commitments (Monthly and Quarterly)
• Support other teams (Finance, Products) by delivering an accurate view on costs and revenue (monthly and quarterly)
• Identify opportunities to reduce manual effort, improve accuracy, and strengthen financial controls actively using AI adoption wherever possible.

New Benefit Onboarding & Change Support

• Support onboarding of new affluent benefits by ensuring:
• Commercial and billing requirements are understood early
• Operational and financial readiness is achieved prior to launch
• Manage billing and operational impacts of scope, pricing, or supplier changes.
• Coordinate across suppliers, internal stakeholders, and delivery teams to support smooth transitions into steady state.

Stakeholder Collaboration & Relationship Management

Work closely with:

• Suppliers
• Finance and billing teams
• Automation and technology teams
• Product, Sourcing, Legal, and Compliance
• Build strong working relationships and develop confidence operating across Visa, Supplier, Issuer environments.
• Communicate clearly and proactively on requirements, risks, and delivery status.

Governance, Documentation & Continuous Improvement

• Maintain clear documentation of commercial assumptions, billing logic, and operational processes.
• Support audit, assurance, and internal control activities related to supplier and billing operations.
• Identify improvement opportunities across commercial execution, supplier operations, and process automation.

This is a hybrid position. This requires 3 days per week attendance in the office. Days in the office will be confirmed by your Hiring Manager 

Qualifications

Basic 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

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Bachelor’s degree or equivalent professional experience.
• Self starter with a strong drive for results, demonstrating ownership, accountability, integrity, and a customer service mindset.
• Strong program, account, and client management skills, vendor management experience preferred.
• Proven ability to support and service a wide range of internal and external stakeholders, often in parallel and within shifting priorities.
• Excellent interpersonal and communication skills, collaborative team player with the ability to work independently.
• Quick learner, resourceful, detail oriented, results focused, and able to build consensus with strong follow through.
• Outstanding written and verbal communication skills in English, with the ability to explain complex concepts to both technical and non technical audiences.
• Strong analytical and problem solving skills, with the ability to identify, prioritize, and resolve complex operational or production issues.
• Ability to analyze information, structure ambiguous problems, and develop clear, actionable plans.
• Strong process orientation with solid understanding of project and program management methodologies, tools, and best practices.
• Experience contributing to program enhancements and operational improvements, providing input from an operational perspective.
• High level of accountability and ownership through execution.
• Technical Skills & Tools
• Strong analytical capabilities with attention to detail across commercial and financial topics.
• Familiarity with billing, workflow, or finance system.
• Strong AI knowledge and ability to leverage AI tools to maximize efficiency and productivity.
• Proficient in Microsoft Excel, PowerPoint, and Word.
• Experience with Microsoft Project, Tableau, and other data visualization or workflow tools is an advantage.
• Language: Fluent or native English speaker.

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.