Client Service Manager (FX)

TN United Kingdom; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the payments industry is seeking a Service Manager to manage key client relationships and enhance service delivery. The role involves analyzing service performance, advocating for clients, and implementing improvements. This hybrid position requires strong communication and problem-solving skills, with a focus on client satisfaction and operational excellence.

Qualifications

• 5+ years of relevant experience with a Bachelor's Degree.
• Experience in client relationship or Service Management within banking or financial services.

Responsibilities

• Manage several Americas Platinum clients as their Service Manager.
• Streamline processes to improve efficiency, automation, and scalability.
• Produce and maintain service documentation and reports.

Skills

Client Relationship Management

Communication

Problem Solving

Education

Bachelor's Degree

Advanced Degree

PhD

Job description

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 their 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 as their Service Manager. Your role involves taking a holistic view of service across all Visa Payments Limited functions and platforms, measuring and reviewing performance, and collaboratively or directly implementing improvements. You will work closely with your account management counterpart to maintain and grow the service and commercial relationship.

Day-to-day Responsibilities

• Be 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’ through leadership.
• Streamline processes to improve efficiency, automation, and scalability.
• Stay informed about system changes, releases, route changes, client launches, and documentation updates; support clients through transitions.
• Advocate for your clients within Visa Payments Limited and champion product and service changes.
• Serve as an escalation point during business hours if BAU processes fail to meet expectations.
• Host regular service reviews and monitor service performance and SLAs.
• Manage a Service Improvement Register for each account.
• Perform deep-dive analyses to identify optimization opportunities and promote best practices internally and externally.
• On a rota basis, assume the role of Major Incident Manager (training provided).
• Produce and maintain service documentation and reports.
• Build strong, collaborative relationships with your Account Management counterparts.

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

Qualifications

Basic Qualifications:

• 5+ years of relevant experience with a Bachelor's Degree, or
• At least 2 years of experience with an Advanced Degree (e.g., Master’s, MBA, JD, MD), or
• No experience with a PhD.

Preferred Qualifications:

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

• At least 5 years in client relationship or Service Management within banking or financial services.
• Detailed knowledge of cross-border and/or local ACH payment principles, rules, and industry norms.
• Proven ability to analyze service performance and client satisfaction, implementing practical solutions that reduce overhead and improve CX.
• Strong relationship-building and communication skills (written and verbal).
• Experience working cross-functionally to drive operational improvements.
• Exposure to FX concepts and processes preferred.
• Experience with SWIFT messaging standards is a plus.
• Ability to influence stakeholders at all levels.
• Problem-solving orientation.
• Calm and adaptable in complex, changing environments.

Additional Information

Visa is an EEO Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Visa will consider qualified applicants with criminal histories consistent with EEOC guidelines and applicable laws.