Client Service Manager

Job Description

Team Summary

The Service Management team plays a critical role within the Visa Direct Network and Operations (VDNO) support model, supporting the end-to-end success, stability, and scalability of the full Visa Direct portfolio.  The team partners closely with Product, Technology, Operations, Risk, and Commercial stakeholders to ensure Visa Direct solutions deliver reliable performance and strong client experience across markets.

What a Client Service Manager does at Visa:

The Client Service Manager is accountable for delivering a best‑in‑class client experience across the Visa Direct portfolio in APAC. Through data‑driven insight, proactive service leadership, and cross‑functional partnership, the role ensures clients achieve stability, value realization, and continuous improvement throughout the post‑go‑live lifecycle.

Operating as part of Visa Direct’s globally integrated support model, this individual is required to partner closely with all regions and global product / operational teams to build and continually enhance Visa Direct service management processes and best practice, enabling all client service delivery managers around the globe to resolve issues quickly, elevate service quality, and enhance efficiency.

The ideal candidate blends client success leadership, service delivery discipline, and deep operational expertise, ensuring every Visa Direct client realizes value, stability, and continuous improvement throughout the lifecycle.

What we expect of you day-to-day:

• Maintain strong, trusted client relationships post go live, ensuring Visa Direct performs reliably and meets jointly agreed operational KPIs and SLAs.
• Serve as the primary escalation point for BAU client issues, incidents, and service inquiries, ensuring fast, coordinated resolution across global teams.
• Act as the “voice of the client,” driving enhancements to service processes, policies, and tooling
• Own day‑to‑day BAU service performance across transaction processing, connectivity, reporting, and overall service health, using dashboards and alerts to anticipate risk and mitigate client impact.
• Proactively communicate service performance, incident updates, trends, and improvement plans to clients and internal stakeholders.
• Lead real time issue triage within the local time zone, coordinating with engineering, operations, product, and global support teams to ensure rapid recovery.
• Ensure all service processes adhere to Visa’s regulatory, risk, compliance, and control frameworks.
• Build trusted partnerships with internal stakeholders to drive visibility, alignment, and timely decision‑making in support of client outcomes.
• Collaborate closely with Sales to support contract renewals and provide guidance as to the operational health of the client’s experience

Projects you will be a part of

As a Client Service Manager, you will act as a trusted partner to clients using Visa Direct across Asia Pacific.  You will develop a deep understanding of how clients operate and work closely with them to maintain service health and reliability.  In partnership with Account Management, Operations, Product, and Technology teams, you will support new use case and strategically important market launches.  You will also guide clients through incidents and operational change, using service insights and client feedback to drive continuous improvements to performance and experience.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

What you will need

• Minimum eight years of experience in Client Success, client facing service management, or Client Support within payments, fintech, or financial services.
• Understanding of global money movement ecosystems, including account to account solutions, fintech platforms, non card networks, or real time payment systems.
• Detail oriented with a proven ability to analyze service performance and client satisfaction, and implement practical and sustainable solutions that reduce operational overhead and improve client experience.
• Experience collaborating with risk, compliance, legal, and control functions in regulated environments.
• Strong critical thinking and problem solving skills, with a bias toward clarity, action, and continuous improvement.
• Strong communication skills, with the ability to distil complex topics into clear and compelling narratives for executives, partners, and clients.
• Demonstrated success influencing across matrixed organizations and working with global teams.
• Proficiency in Mandarin Chinese is required. Proficiency in additional Asian languages is an advantage for broader regional engagement.
• Bachelors Degree.

What will also help

• Experience with Visa Direct, Visa Payments Limited, Currencycloud, or similar cross border or real time payment platforms.
• Experience working in or alongside BAU operations, incident management, and service delivery teams in high stakes, round the clock, SLA driven environments.
• Familiarity with collaboration and CRM tools such as Slack, Salesforce, MS Dynamics, or Zendesk.

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.