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About the Role

The Service Management team is crucial for the Visa Direct Network and Operations support model, tasked with maintaining and developing robust relationships with Key Accounts. As client advocates, Service Managers understand client business processes in detail, remove obstacles, deliver improvements, and enhance the customer experience to ensure service needs are met and service levels are achieved. You will manage Platinum clients directly, taking a holistic view of service across all Visa Direct functions and platforms, measuring performance, and driving improvements collaboratively.

Responsibilities

Act as the Subject Matter Expert (SME) on how assigned clients utilize Visa Direct.
Promote a culture of service excellence and 'best in class' through leading by example.
Streamline processes to enhance efficiency, automation, and scalability.
Stay informed about upcoming system changes, releases, route changes, client launches, and documentation updates, supporting clients through transitions.
Serve as the client's advocate within Visa Direct, sponsoring and championing product and service changes.
Be available to clients as an escalation point during business hours for critical issues.
Host regular service reviews with clients and monitor service performance and SLAs.
Manage a continuous Service Improvement Register for each account.
Perform deep dive analysis to identify optimization opportunities for client service usage and promote best practices internally and externally.
Assume the role of Major Incident Manager on a rota basis.
Produce and maintain service documentation and reports.
Build strong, collaborative relationships with Account Management counterparts.

Requirements

Solid payments experience within a bank, fintech, or payment processing institution in a client relationship management/service management role is a MUST.
Detailed knowledge of cross-border and/or local ACH payment principles is a MUST.
Detailed knowledge of collections and FX capabilities.
Must be detail-oriented with a proven ability to critically analyze service performance and client satisfaction data and implement practical, sustainable solutions.
Must be a natural relationship builder and effective communicator.
Ability to work cross-functionally to deliver improvements and resolve issues efficiently and effectively.
Exposure to SWIFT messaging standards is an advantage.
Comfortable managing and influencing internal/external stakeholders at all levels.
Adaptable and calm in the face of complexity and frequent service/operational change.
A strategic thinker who is self-motivated, resilient, and a strong collaborator with good interpersonal communication and negotiation skills.

Skills

Client Relationship Management
Service Management
Cross-border Payments
ACH Payments
Collections
FX Capabilities
Data Analysis
Process Improvement
Stakeholder Management
SWIFT Messaging Standards

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

5+ years relevant work experience with a Bachelors Degree
2+ years relevant work experience with an Advanced Degree
0 years work experience with a PhD
6+ years relevant work experience with a Bachelors Degree
4+ years relevant work experience with an Advanced Degree
Up to 3 years relevant work experience with a PhD

Education Level

Bachelors Degree
Advanced Degree (e.g. Masters, MBA, JD, MD)
PhD

Salary/Compensations

105,710 CAD to 155,710 CAD per year (includes sales incentive payments/annual bonus)

Benefits

Medical
Dental
Vision
Employee Stock Purchase Program
Life Insurance
Paid Vacation
Wellness Programs

About the Company

Visa is a world leader in payments technology, facilitating transactions across more than 200 countries and territories.
Dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll have the opportunity to create impact at scale, tackling meaningful challenges, growing your skills, and seeing your contributions impact lives around the world.
Visa's evolving technology keeps us at the heart of the digital economy, connecting people to 80+ million businesses worldwide.
Backed by a resilient, proven model, our expanding network fuels growth—for Visa and for your career.

Equal Opportunity

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 welcomes and encourages application from persons with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.