What a Senior Consultant at Client Success does at Visa:
As a Client Success Senior Consultant based in Singapore, you will be leading Client Services operational engagements for Visa clients together with the Client Success Lead for Singapore, serves as an operational/technical consultant and be the key contact for Singapore clients (Tier 1 and 2). In addition, you will serve as a regional coordination point for United Overseas Bank, deliver customized solutions and provide a comprehensive view across markets minimizing duplication and boosting efficiency for client initiatives and projects. This position requires execution, analytical and problem resolution skills, client relationship abilities and the role work independently.
In this role, you are expected to:
Be the operational and technical expert to clients, as well as business teams to support cross-functional and in-country initiative deliveries.
Act as the liaison for clients, providing insights and inputs for new or changing products and services, problem management, proactive identification of processing efficiencies, service change and system enhancement support. You will be required to act as the CS liaison to coordinate internal CS resources to accomplish Visa and clients’ objectives.
Support business and product teams on new clients’ onboarding activities (including on-boarding onto NITMX) from pre-launch to post-implementation monitoring and new service deliveries.
Provide proactive planning and operational support to ensure that clients and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing)
Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally and determine the appropriate courses of action to deliver.
Collaborate with Account Executives to identify, capture and deliver additional value-added services and new payment flow opportunities to increase service quality and revenue.
Advocate on behalf of clients to internal stakeholders including AE, CS, MS&A, Product and Risk for expedited resolution and implementation of solutions achieving highest degree of client satisfaction with a view on enhancing the client’s Visa experience.
Deliver support for Visa’s biannual business enhancements and Visa mandates to clients.
Assist in incident management by communicating incident status to the clients through its resolution.
Stay current with industry, client trends, and maintain a working knowledge of Visa products and services. Be on top of key Visa mandates and rule changes, to be able to articulate technical changes and analyze the impacts in consultation with the clients.
Identify and implement opportunities to improve the client experience by streamlining operational processes.
Undertake other duties and tasks assigned by your manager and the Client Success Lead for Singapore.
Why this is important to Visa
Client Success is a critical function in Visa. We are the subject-matter experts to deliver best-in-class client services from an operational perspective. This role will also shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
