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Senior Account Manager

Shanghai, China | Visa

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    Customer Experience & Support
  • Experience:
    7-10 years
Job Description:
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Job Description and Responsibilities


Position Summary


Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.


Job Scope


This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.


Responsibilities


Considered the functional expert for their client's processing and operational business.

Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.

Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.

Coordinate 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 & 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.

Develop and manage strategic planning, 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 enhancements and all Visa mandates.

Partner with assigned Account Executives to identify additional business opportunities.

Perform ongoing proactive operational reviews to include billing and transaction processing.


Qualifications


Bachelor’s degree or equivalent experience. Requires a minimum of 8+ years’ experience in a customer support role in financial services, payment card, software or information services.

Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.

Customer focus with proven ability to establish productive working relationships with staff and management at all levels.

Ability to set priorities and manage customer expectations, and work both as part of a team and independently.

Strong technical aptitude with the ability to absorb technical information and apply to business solutions.

Proficiency providing technical and consultative support to external customers and identify business needs.

Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.

Working knowledge of Microsoft Office.

Excellent verbal, written, presentation and interpersonal skills are required.


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