Client Service Manager

Visa Inc.; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Manager to enhance client relationships and optimize service delivery. This hybrid role involves managing key accounts, analyzing service performance, and implementing improvements to ensure client satisfaction. Candidates should possess strong relationship-building skills and experience in banking or financial services. Join this innovative team to drive service excellence and make a significant impact on client success.

Qualifications

• 5+ years of experience in client relationship management in banking or financial services.
• Strong analytical skills to improve service performance and client satisfaction.

Responsibilities

• Serve as the Subject Matter Expert on Visa Payments Limited services.
• Promote service excellence and streamline processes for efficiency.
• Act as an escalation point and manage service reviews.

Skills

Client Relationship Management

Service Management

Communication Skills

Analytical Skills

Cross-Functional Collaboration

Education

Bachelor's Degree

Advanced Degree

PhD

Job description

Job Description: Service Manager - Visa Payments Limited

The Service Management team is a crucial component of Visa Payments Limited’s support model, tasked with maintaining and developing robust, lasting relationships with our Key Accounts. As their client’s advocate, Service Managers understand their clients’ business processes in detail and use available tools to remove obstacles, deliver improvements, and enhance the customer experience, ensuring service needs are met and service levels achieved.

You will be assigned several Americas Platinum clients to manage directly. Your role involves a holistic review of service across all Visa Payments Limited functions and platforms, measuring and reviewing service performance, and collaboratively delivering improvements. You will also work closely with your account management counterpart to maintain and grow the service and commercial relationship.

Key Responsibilities:

• Serve as the Subject Matter Expert (SME) on how your assigned clients use Visa Payments Limited services.
• Promote a culture of service excellence and 'best in class' standards through leading by example.
• Streamline processes to improve efficiency, automation, and scalability.
• Stay informed about system changes, releases, client launches, and documentation updates, supporting your clients through transitions.
• Act as your client’s advocate within Visa Payments Limited, championing product and service changes.
• Be available as an escalation point during business hours if BAU processes fail to meet expectations.
• Host regular service reviews, monitor performance, and manage SLAs.
• Maintain a Service Improvement Register for each account.
• Perform deep dive analyses to identify opportunities for service optimization and promote best practices.
• On a rotational basis, assume the role of Major Incident Manager, following the Incident Management policy.
• Produce and maintain service documentation and reports.
• Build strong, collaborative relationships with your Account Management counterparts.

This position is hybrid; in-office days will be confirmed by your hiring manager.

Qualifications:

Basic: 5+ years of relevant experience with a Bachelor's Degree, or 2+ years with an advanced degree, or no experience with a PhD.

Preferred: 6+ years of experience with a Bachelor's Degree, or 4+ years with an advanced degree, or up to 3 years with a PhD. Additionally, candidates should have:

• At least 5 years of client relationship management/service management experience in banking or financial services.
• Knowledge of cross-border and/or local ACH payment principles, rules, and industry norms.
• Attention to detail with proven ability to analyze service performance and client satisfaction, implementing practical solutions.
• Strong relationship-building and communication skills.
• Ability to work cross-functionally to resolve issues and improve operations.
• Exposure to FX concepts and processes.
• Previous experience with SWIFT messaging standards is a plus.
• Ability to influence stakeholders at all levels and adapt to operational changes.

Visa is an equal opportunity employer and welcomes applications from persons with disabilities, with accommodations available upon request.