Senior Manager, Client Consulting - AI

Visa Consolidated Support Services India; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Visa is seeking a Sr. Client Consulting Manager to proactively manage key client relationships, coordinate resources, and lead recovery efforts for service interruptions.

You will drive problem management, enablement, and ongoing improvements across Visa markets, collaborating with Technology and Product teams to deliver permanent solutions. The role emphasizes customer-centric support, cross-functional delivery, and educating clients on best practices for Visa Commercial and Money Movement

Qualifications

• 8+ years of relevant work experience with a bachelor's degree.
• Experience as a liaison and escalation point for clients.
• Experience in leading operational initiatives and projects.
• Ability to coordinate internal resources to achieve objectives.
• Experience in problem management and critical-issues communication.
• Experience in educating and training clients on best practices.
• Experience collaborating with technology and product teams.
• Experience negotiating customer change requests.

Responsibilities

• Act as primary liaison for clients to manage issues and improvements.
• Coordinate internal resources to meet client objectives.
• Lead operational initiatives and client-driven continuous improvement.
• Drive problem and communication management for critical issues.
• Educate and train clients on Visa Commercial and Money Movement Solutions.
• Participate in cross-functional service delivery initiatives.
• Engage Technology and Product teams to identify permanent solutions.
• Represent customer change requests and manage expectations internally and externally.
• Identify opportunities to streamline client operations.

Skills

Client liaison

Problem management

Project coordination

Cross-functional delivery

Client training

Technology collaboration

Change request negotiation

Operational improvement

Education

Bachelor's degree

Advanced degree (MBA/JD/MD)

PhD

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters to you, to your community, and to the world. Progress starts with you.

Job Description

Role Summary: The Sr. Client Consulting Manager is responsible for proactively managing operational relationships with key Visa clients, acting as a liaison and escalation point for client issues, and leading internal and external recovery efforts for product and processing service interruptions. This role coordinates internal resources to accomplish Visa and client objectives, drives problem and communication management for critical issues, and builds and enhances positive working relationships with clients and internal stakeholders. The Sr. Client Consulting Manager also leads enablement activities for new and existing products, reports project accomplishments to senior management, and engages with Technology and Product organizations to identify permanent solutions to operational issues. The role is vital in helping Visa deliver against the operational needs of key markets, providing support and partnership that recognizes client-specific requirements, and driving value through effective enablement and customer-centric support. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Key Responsibilities:

• Act as the primary liaison for clients, providing problem management, proactive identification of processing efficiencies, service change support, and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives, accelerating time to revenue.
• Lead and manage operational initiatives, special projects, and client-driven continuous improvement plans.
• Drive problem and communication management for any critical issue affecting a client or visa.
• Educate and train clients on best practices for Visa Commercial and Money Movement Solutions products.
• Participate in cross-functional customer service delivery initiatives across clients and Visa internal teams.
• Engage Technology and Product organizations to regularly review and identify permanent solutions to operational issues.
• Represent customer change requests, system or operational requirements, and negotiate and manage expectations internally and externally.
• Identify and implement opportunities to improve the client experience by streamlining operational processes.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a bachelors degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD.
• Experience in acting as a liaison and escalation point for clients.
• Experience in managing operational initiatives and special projects.
• Experience in coordinating internal resources to achieve business objectives.
• Experience in problem management and communication for critical client issues.
• Experience in educating and training clients on product best practices.
• Experience in engaging with technology and product teams to resolve operational issues.
• Experience in representing and negotiating customer change requests.
• Experience in identifying and implementing process improvements.
• Experience in participating in cross-functional service delivery initiatives.

Preferred Qualifications:

• 9 or more years of relevant work experience with a bachelors degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD.
• Experience with operational experience relating to card, remittance and money movement solutions
• Experience with authorization and clearing, client connectivity, and settlement.
• Experience in relating operational needs of clients to their business drivers.
• Demonstrated record of accomplishment in understanding, anticipating, and delivering client needs.
• Experience in supporting growth initiatives and driving value-added services.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.