Client Success Manager at Visa

Job Description

This is an individual contributor role for a seasoned professional responsible for solving complex operational problems with designated clients and taking a broad perspective to identify clients operational performance improvement opportunities and adoption of innovative solutions implementation. This role serves as a functional specialist also focusing on building and extending client relations operational and works independently with limited supervision and guidance only in the most complex situations.

• Acts as liaison for Pan regional and priority clients in the East Africa region provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Considered the functional expert for designated clients processing and operational business.
• Responsible for managing projects or processes through coordinating 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.
• Contribute to and manage execution of cluster or sub regional country strategy, operational initiatives, special projects and client driven continuous improvement plans.
• Identify and analyze processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• Support biannual business enhancement releases and all other Visa mandates and requirements fulfilment.
• Perform ongoing proactive operational reviews with designated clients.
• Partner with assigned Account Executives to identify additional business opportunities.
• Establish and extend relations with key internal and external clients contacts to ensure operational business continuity, operational performance improvement and execution of country priorities.
• Actively contribute to the effectiveness of the Team by supporting and cooperating with colleagues and providing cover during periods of absence.
• Provide guidance to other employees in job area.
• Influence others within job sub function regarding practices, procedures, and policies.

Qualifications

• 8 years of success in client facing roles in the Card Payments Technology industry.
• Bachelors degree or equivalent graduate degree, preferably in Computer Science or Information Technology
• Expert knowledge of Electronic Cards Payment Industry systems, Visa systems including authorization and clearing systems, client connectivity, etc.