Client Service Manager, Cross Border Payments

Visa Inc.; Toronto; Hybrid; CAD 90,000 - 110,000; Full time

Job summary

A leading payment solutions provider in Toronto seeks a Client Service Manager, Cross Border Payments. You will manage key client relationships, advocate for service improvement, and streamline processes for efficiency. Ideal candidates have at least 5 years of experience in client service management within banking or financial services, along with strong analytical and communication skills. This hybrid position requires problem-solving orientation and collaboration across functions.

Qualifications

• 5+ years of relevant work experience with a Bachelor's Degree.
• 6+ years of work experience with a Bachelor's Degree preferred.
• Client relationship management experience in banking or financial services.

Responsibilities

• Be the Subject Matter Expert on client usage of Visa Payments.
• Advocate for clients within Visa Payments Limited.
• Perform deep dive analyses to identify optimization opportunities.

Skills

Client relationship management

Analytical skills

Communication skills

Problem-solving

Cross-functional collaboration

Education

Bachelor's Degree

Advanced degree (Masters, MBA, JD, MD)

Job description

Client Service Manager, Cross Border Payments

The Service Management team is a crucial part of Visa Payments Limited’s support model, responsible for maintaining and developing strong relationships with our Key Accounts. As their client 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 are achieved.

You will be assigned several Americas Platinum clients to manage directly as their Service Manager. You will take a holistic view of service across all Visa Payments Limited functions and platforms, measure and review service performance, and, through direct or collaborative actions, deliver improvements. You will also work with your account management counterpart to maintain and grow the service and commercial relationship.

Day-to-day expectations :

1. Be the Subject Matter Expert (SME) on how your assigned clients use Visa Payments Limited.
2. Promote a culture of service excellence and 'best in class' through leading by example.
3. Streamline processes to improve efficiency, automation, and scalability.
4. Stay informed about system changes, releases, route changes, client launches, documentation updates, and support your clients through transitions.
5. Advocate for your clients within Visa Payments Limited and champion product and service changes.
6. Be available as an escalation point during business hours if BAU processes fail to meet expectations.
7. Host regular service reviews with clients and monitor service performance and SLAs.
8. Manage a continuous Service Improvement Register for each account.
9. Perform deep dive analyses to identify opportunities for optimization and promote service best practices internally and externally.
10. On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training provided).
11. Produce and maintain service documentation and reports.
12. Build a strong, collaborative relationship with your Account Management counterpart.

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

Basic Qualifications :

• 5+ years of relevant work experience with a Bachelor's Degree, or
• At least 2 years of work experience with an Advanced degree (e.g., Masters, MBA, JD, MD), or
• 0 years of work experience with a PhD.

Preferred Qualifications :

• 6+ years of work experience with a Bachelor's Degree, or
• 4+ years of relevant experience with an Advanced Degree, or
• Up to 3 years of relevant experience with a PhD.

Additional requirements include :

• 5+ years client relationship management / service management experience in banking or financial services.
• Detailed knowledge of cross-border and / or local ACH payment principles, rules, and industry norms.
• Strong analytical skills to assess service performance and implement practical solutions.
• Excellent relationship-building and communication skills.
• Ability to work cross-functionally to improve operations and resolve issues.
• Exposure to FX concepts and processes preferred.
• Understanding of SWIFT messaging standards is a plus.
• Comfort in managing and influencing stakeholders at all levels.
• Problem-solving orientation and adaptability to change.

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

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