Senior Client Service Manager

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

The Senior Manager, Client Service Delivery is responsible for ensuring best in class client experience - through proactive actions from data driven insights, leading cross-functionally on fast issue resolution and continually enhancing client relationships across the CEMEA region.

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.

Key Responsibilities:

Client Relationship & BAU Service Management – Regional Focus:

• 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.
• Oversee day‑to‑day BAU performance across transaction processing, connectivity, reporting, and service health by monitoring service dashboards and alerts to anticipate challenges and act ahead of 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 relationships with internal stakeholders to ensure visibility, alignment, and timely decision‑making around client needs.

Operational Excellence – Global Reach:

• Lead as a trusted advisor and delivery specialist for Currencycloud service management, designing processes, training colleagues and contributing to tooling requirements
• Design and continually enhance client service prioritisation framework to ensure best and highest use of resource to maximise revenue and client satisfaction
• Build trusted relationships with internal stakeholders to ensure visibility, alignment, and timely decision‑making around client needs.
• Experiment with analytics tools, automation, and new operational workflows to elevate service excellence.

Leadership & Development:

• If required, lead a strong and cohesive team by providing leadership through coaching, outlining strategic direction, and applying knowledge of Visa products, systems, and procedures.
• Provide leadership and guidance for the department, teams, and direct reports, serving as an escalation point for internal stakeholders, clients, and partners.
• Deliver training to team members in alignment with global standards and regional requirements
• Lead individuals to thrive on solving complex challenges. Mentor by fostering a culture where curiosity is celebrated and ideas flourish. Clearly define the problem statement — then empower individuals to shape, own, and deliver the solution.

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

Qualifications

Required Qualifications:

• 8+ years of experience in client success, service delivery, operations, or managed services within payments, fintech, or financial services.
• Strong understanding of global money movement ecosystems, including A2A, account to account fintech, non card networks, or real time payment systems.
• Ability to translate operational metrics and client insights into concrete improvement actions.
• Experience collaborating with risk, compliance, legal, and control functions in regulated environments.
• Exceptional critical thinking and problem solving skills, with a bias for clarity, action, and continuous refinement.
• Strong communication skills, with the ability to distil complexity into crisp, compelling narratives for executives, partners, and clients.
• Demonstrated success influencing across matrixed organizations and working with global teams.

Preferred Qualifications:

• Experience with Visa Direct, Visa Payments Limited, Currencycloud, or similar cross border / RTP money movement platforms.
• Proven success overseeing BAU operations, incident management, and service delivery in high stakes, ²⁴⁄₇, SLA driven environments.

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.