Job Description
Company Description
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities 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. Join Visa and do work that matters — to you, to your community, and to the world.
Progress starts with you.
Job Description
Team Summary
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions, and government entities across more than 200 countries and territories. We are dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll create impact at scale – tackling meaningful challenges, growing your skills, and seeing your contributions influence lives around the world. Join Visa and do work that matters to you, your community, and the world. Progress starts with you.
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
This is a hybrid position requiring three days per week in the Visa Singapore office.
Qualifications
Projects you will be a part of: As a Client Service Manager, you will play a critical role in ensuring Visa Direct delivers reliable and scalable money movement solutions globally. You will operate at the intersection of clients, technology, and operations within one of Visa’s fastest‑growing businesses, directly influencing service quality, client trust, and the successful expansion of new use cases and markets. As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce. At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers. You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.
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.
