Client Service Manager at Visa

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Management, Client Support, Cross-border Payments, ACH Payment Principles, Service Health, Issue Resolution, Operational Workflows, Service Performance, Subject Matter Expert, Process Streamlining, Escalation Management, Data Analysis, Stakeholder Management, Problem Solving, Mandarin Chinese, Foreign Exchange

Industry

IT Services and IT Consulting

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 Team Summary The Service Management team plays a vital role within the Visa Direct Network and Operations (VDNO) support model, ensuring clients receive consistent, reliable, and high-quality operational support. While the broader function covers the full Visa Direct portfolio, this role will initially focus on operational support for Visa Cross-border solutions (VXBS), with the possibility of expanding to broader Visa Direct capabilities as business needs evolve. What a Client Service Manager does at Visa: This position is responsible for maintaining day-to-day service health by responding to client issues, operational queries, and escalations related to VXBS usage. You will guide clients through operational processes, support them through incidents or transitions, and help ensure their experience with VXBS solutions is smooth, reliable, and well-supported. As a Service Manager, you will support a portfolio of Asia Pacific clients and work closely with cross-functional teams - including Account Management, Operations, Product, and Client Support - to resolve issues, improve operational workflows, and uphold strong service performance standards. Overall, this role emphasizes operational stewardship, timely issue resolution, and service performance excellence, complementing the relationship and commercial focus of our Account Management team. What we expect of you day-to-day Serve as a Subject Matter Expert (SME) on how your assigned clients use Visa Direct and VXBS solutions Promote a culture of service excellence and inspire ‘best-in-class’ standards Streamline processes to enhance efficiency, automation and scalability Stayed informed on upcoming system releases, route changes, documentation updates, and client activities, supporting clients through transitions Act as an escalation point when BAU processes fail to deliver expected outcomes Contribute to regular service and performance review in partnership with Account Management team by preparing service-related data Maintain a continuous Service Improvement Register for each client Conduct deep-dive analyses to identify recurring pattens, pain points, and best practices across your client portfolio to uncover optimization and service improvement opportunities Produce and maintain a suite of service documentation and reports Build a strong and collaborative partnerships with your Account Management counterparts Proactively anticipate client operational issues and drive timely, data-informed resolutions Support internal strategic initiatives related to process efficiency, escalation management, and service delivery Collaborate cross-functionally to improve operational communication flows, documentation clarity, and product-service alignment Projects you will be a part of As a Client Service Manager, you will act as a trusted partner to clients using Visa Direct across Asia Pacific. You will develop a deep understanding of how clients operate and work closely with them to maintain service health and reliability. In partnership with Account Management, Operations, Product, and Technology teams, you will support new use case and strategically important market launches. You will also guide clients through incidents and operational change, using service insights and client feedback to drive continuous improvements to performance and experience. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager. Qualifications What you will need... Minimum 8 to 10 years' experience in Service Management (client facing), Client Support or similar capacity within the banking or financial services industry Strong working knowledge of cross-border and/or local ACH payment principles / rules / operating practices / industry norms Detail-oriented with proven ability to analyze service performance and client satisfaction, implement practical and sustainable solutions that reduce operational overhead and/or improve CX Natural relationship builder and an effective communicator (written and verbal) Ability to work cross-functionally to deliver operational improvements and resolve issues efficiently Exposure to FX (Foreign Exchange) and Collections concepts and processes Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages Comfortable managing and influencing internal/external stakeholders at all levels Strong problem-solving skills and adaptability in the face of complexity and operational change Proficiency in Mandarin Chinese is required, proficiency in any additional Asian language is an advantage for broader regional engagement Bachelor's Degree What will also help... Exposure to Visa Direct or other cross-border money movement solutions in the market Understanding of global payment schemes Experience working in matrixed, global organizations, collaborating with cross-functional teams Ability to translate complex operational or technical concepts into clear, client-friendly communication Exposure to operational tooling, process automation, or data-driven service improvements 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. Job Family Group: Client Support Services

Responsibilities

This role is responsible for maintaining day-to-day service health for Visa Cross-border Solutions (VXBS) by responding to client issues, operational queries, and escalations, while guiding clients through operational processes and transitions. The manager will act as a Subject Matter Expert, support a portfolio of Asia Pacific clients, and collaborate cross-functionally to resolve issues and uphold service performance standards.