Job Description and Responsibilities

＜About the Team＞
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services.
In addition to support client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

＜What does a Sr. Consultant, Client Success do at Visa＞
As a Senior Consultant supporting Japan market, you will be leading Client Services operational and processing engagements as well as supporting Value-Added Services activities. In this role, you are expected to:

・Act as a primary point of contact for providing day-to-day operational support to clients.
・Establishes and fosters relationships with clients and internal stakeholders at all levels of staff and senior management.
・Be involved in VAS related activities from Client Success Manager perspective, which includes alignment with other Client Services functions. Need to co-work with other Client Success Manager as well.
・Lead complex cross functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
・Understand key market/enterprise initiatives and be the consultant to the country team and clients to support the delivery and ensure readiness.
・Ability to support and resolve critical issues. Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision making aptitude which is expected for this role.
・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.
・Provide technical expertise to clients to structure effective programs.
・Serve as an escalation point for complex issues encountered by country team members.
・Train team members and backup team members.
・Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
・Proactively partner with assigned Account Executives to identify additional business opportunities, drive VAS and implement recommendations to increase service quality, revenue and efficiency.
・Build and enhances positive working relationships with key Visa client institutions, processors, and internal stakeholders.
・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 / 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.
・Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
・Support biannual business enhancements and all Visa mandates.
Identify and analyze processing issues with client impacts: consistently communicate situational status and resolution.
・Requires the ability to collaborate closely with the country team to supplement client relationship building and form key relationships at high management level of banks, fintech companies and startups.
・Ability to deliver Visa technical workshops to varying levels of client knowledge on VisaNet and its core and ancillary services. To effectively simplify highly technical concepts to layman terms and be a market technical trainer is also crucial in this role.


＜Why is the Sr. Consultant, Client Success 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 operational perspective. You will work very closely with country teams with a focus to support the country’s Multi-year strategy. This role will provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.

This role will also be involved in VAS related activities and support business functions as well as other Client Services’ functions when necessary, to improve Visa’s services qualities.

This enables us to deepen our partnership with our clients and bring value to their business.

＜Projects you will be a part of:＞
・As part of the team you will get opportunity to work on strategically important projects for clients and Visa.
・Working with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients.
・Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.