Client Services Manager

Overview

Job Description

Key Responsibilities

• 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.
• 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.
• Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• Required Qualifications: 5+ years of experience in client success, service delivery, operations or technical sales/support within payments, fintech, or financial services
• An 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.

Experience

• with Visa Direct, Visa Payments Limited, Currencycloud, or similar cross‑border / RTP money movement platforms
• Experience working in or alongside teams such as BAU operations, incident management, and service delivery in high‑stakes, 24/7, SLA‑driven environments
• Familiarity with Slack, Salesforce, MS Dynamics and / or Zendesk highly preferred

Additional Information