The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.
This is a people manager role responsible for leading a department of Account Managers and SMEs who provide daily overall executive operational support to CEMEA Financial Institutions and Processors, and for championing excellence in Client Experience.
Oversee an Account Management team with staff
who investigate and resolve day-to-day issues and requests for all CEMEA
Clients and Processors, as well as with staff responsible for identifying and
recommending process improvements and for evaluating, championing, and
enhancing the quality of client’s experiences in all their interactions with CEMEA
Client Support and Implementations (CSI)
Develop, coach and mentor staff to maximize
employee performance; complete employee performance reviews and salary
evaluations
Provide insight, consultancy and
operational development plans to both internal and external stakeholders.
Perform post-implementation monitoring and report violations, which
require invoking the Compliance Program.
Develop and manage short-term operational initiatives, special projects and
client-driven continuous improvement plans
Lead process efficiency efforts by aiding
staff to identify and implement departmental process improvements through
analysis of support trends by country, client, product, service, processing
questions and issues; support internal and external recovery efforts of product
and/or processing service interruptions
With a view to enhancing Client Experience,
advocate on behalf of all CEMEA clients to internal stakeholder organizations
including CSI, Sales, product, Systems, Risk and Legal, to
expedite the resolution and implementation of solutions in order to achieve the
highest possible degree of client satisfaction
Identify and analyse processing problem with customer
impacts; communicates ongoing situation status; Reports SLA performance
and develops improvement plans to address chronic customer problems.
Considered the functional expert for processing and operational business, providing
operational and product based expertise and guidance with a view to client
operational readiness and effective implementation
Work closely with other Account Management
and Project Implementation teams to understand goals and be able to support
organizational objectives
Maintain and build rapport with Regional
peers and other Client Support teams across Visa Inc. to exchange, learn and
leverage best practices
Stay current with industry and client trends and
maintain a strong knowledge of Visa products and VisaNet services
3. Accountability & Scope
Accountable for Client satisfaction
Key contributor to ensure that the
Global/Regional Client Support strategy is delivered to CEMEA Clients.
Review, implement and maintain quality
control processes to:
Understand, evaluate, and execute procedures properly and investigate any deviations from the process
Maintain documentation and control procedures
Supervise account support services lines and processes
Monitor performance and prepare statistical reports
Determine relevant quality associated training needs and coach staff as needed
Analyze performance data against defined key performance indicators
4. Key Competencies
Strong client, processor, and end-user focus– client driven
Strong collaboration and teamwork
Excellent analytical and numerical skills
Strong leadership/managerial skills
Able to select, develop, support and retain a diverse and high performing staff
Excellent English written and verbal communication required
7. Required Experience
Bachelors/Degree or equivalent work experience. Typically
requires a minimum of 5-7 years progressively responsible experience in
customer service and technical support role in the financial or information technology
industry, with minimum of 3 - 5 years management experience preferred.
Technical:
Working knowledge of Visa systems including
authorization and clearing systems, client connectivity, Visa Settlement
Service
Working knowledge of Client business drivers
for their operations and processing businesses
Demonstrated, detailed knowledge of the full
breadth of systems, products and services offered by Visa
Business:
Ability to lead and drive team to achieve and exceed established goals and objectives
Customer service
Demonstrated ability to work in a complex organization to determine business and
customer needs, providing the best solution to meet those needs
Self motivated with the ability to work under
pressure with a diplomatic approach and customer service focus, while
possessing a collaborative team work spirit
Fluency in English languages is necessary.
Candidate must have the ability to travel.
Now submit your application online and subscribe to email or follow us on twitter to get similar jobs in the future.
Posts
