Vietnam Job Openings
Visa
Senior Consultant, Client Services
FULL TIME
September 9, 2024
Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
Team Summary
Client Services 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 support client implementation of Visa products and services globally, Client Services 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.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Senior Consultant, Client Success does at Visa
You will be supporting the Vietnam and Laos team in leading Client Services operational as well as processing engagements. The role will be based in Ho Chi Minh City, Vietnam and it requires you to
Account Management is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. You will work very closely with the country team and support the account teams’ multi-year strategy. This role will also provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.
This enables us to deepen our partnership with our clients and bring value to their business.
Projects you will be a part of
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
Qualifications
What you will need
We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate you should have
What will also help
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.
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
Team Summary
Client Services 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 support client implementation of Visa products and services globally, Client Services 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.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Senior Consultant, Client Success does at Visa
You will be supporting the Vietnam and Laos team in leading Client Services operational as well as processing engagements. The role will be based in Ho Chi Minh City, Vietnam and it requires you to
- Lead complex cross regional or cross functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
- Understand key market and enterprise initiatives and be the consultant to the country team as well as clients to support the delivery and ensure readiness
- Ability to support and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision-making aptitude which is expected for this role
- Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
- Provide technical expertise to clients to structure effective programs.
- Coordinate directly with client to understand card program set up requirements and facilitate new card program installations, conversions, and maintenance requests without client impact.
- Report client project accomplishments and deliverables to management.
- Serve as an escalation point for complex issues encountered by country team members.
- Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
- Proactively partner with assigned Account Executives to identify additional business opportunities, drive value-added services, and implement recommendations to increase service quality, revenue and efficiency.
- Build and enhances positive working relationships with key Visa client institutions, processors, and internal stakeholders.
- Act as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- 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 and 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.
- Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
- Support biannual business enhancements and all Visa mandates.
- Identify and analyze processing issues with client.
- Consistently communicate situational status and resolution advise on SLA performance both internally and externally as well as develop improvement plans to address chronic client problems.
- Requires the ability to collaborate closely with the country team to supplement client relationship building and form key relationships at high management level of banks, fintech companies and startups
- Ability to present key aspects of Visa operations with authority to the government stakeholders
- Provide handholding, face-to-face training to clients and processors on Visa Net operations and technical matters from basic to advanced level of audience knowledge.
- Ability to deliver Visa technical workshops to varying levels of client knowledge on Visa Net and its core as well as ancillary services. To effectively simplify highly technical concepts to layman terms and be a market technical trainer is also crucial in this role.
- Engage and enable new client onboarding including Fintechs
Account Management is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. You will work very closely with the country team and support the account teams’ multi-year strategy. This role will also provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.
This enables us to deepen our partnership with our clients and bring value to their business.
Projects you will be a part of
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
- Working with cross-functional teams to identify opportunities and leverage on internal tools and expertise 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
- Supporting implementation of the Visa key strategic initiatives and programs
- Onboarding new clients including Fintechs
Qualifications
What you will need
We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate you should have
- Bachelors’ Degree or equivalent experience
- A minimum of 10 years of experience in a customer support role in software, financial or information services, or with at least 5 years knowledge on payment systems services.
- Demonstrate success in client relationship management.
- Local market as well as regulatory knowledge and functional experience in bankcard operations, preferably Visa, supporting highly complex clients and services
- Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Services
- Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
- Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
- Strong internal team and external client stakeholder management with a collaborative, diplomatic, and flexible style
- Able to work effectively in a matrixed organization
- Excellent presentation skills, including strong oral and written capabilities.
- Excellent time management, project management, organization, and planning skills.
- Working knowledge of Microsoft Office
What will also help
- Able to set priorities, influence others, and manage customer expectations.
- Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
- Digital knowledge and working with Fintechs is a plus.
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.
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