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Senior Account Manager

Visa - Melbourne, VIC

Source: uWorkin

Source: uWorkin


Job Description and Responsibilities

The Australia, New Zealand, South Pacific Client Services team are locally deployed experts that have knowledge and expertise on the market technology and infrastructure for Visa issuers, acquirers, processors and merchants worldwide. The Client Services team plays a critical role in ensuring the flawless delivery of Visa products and solutions for our clients. As the Client Services Senior Manager , you are responsible for leading the Client Services relationship for a number of Visa’s key relationships. These clients are located in Australia and may have a presence globally. This role is an individual contributor at an advanced staff level and is responsible for applying independent judgment in initiating and implementing cross client process improvements, resolving complex issues, driving business optimisation throughout clients and managing top tier clients. Support the release management process towards clients for technology updates and act as a central point for client technical and operational issues. In this role, the Client Services Director will work with both internal and external stakeholders to further develop build and implement regular client engagements that drive and promote Visa’s Value-Added Services.

This role is a permanent position, locally deployed in our Melbourne office.

In this role, you are expected to:

Act as a functional expert for clients’ processing and operational business
Drive analytical outcomes through the following activities – portfolio reviews, account planning, consultation and promote Visa Product’s and Value-Added Services
Present opportunities to clients to help optimise their operational and technical performance
Lead complex cross-regional or cross-functional customer service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables
Collaborate with assigned Account Executives to identify additional business opportunities.
Build and manage relationships with key client operational and technical contacts to drive initiatives, product support and enhance the broader Visa relationship
Provide insight and inputs within cross-functional Visa organisations for new or changing products and services, which may affect their clients, including Visa rules, integrated billing, and transaction research
Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support
Identify and analyse processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally, and develop improvement plans to address chronic client problems
Support bi-annual business enhancements and all Visa mandates
Be the first line of support for Client operational challenges and issues as they arise
Problem solving mindset to tackle client challenges and needs as they occur during the day to day operations of the clients’ business


Bachelor’s Degree or equivalent
10-12 years of progressive experience in a client support role in financial services, payment card, and software or information services
A preferred candidate would have a broad operational experience relating to payments and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs. The ideal candidate would lead by example, taking accountability to organise across the company deliver at the highest standard
Sales and Consultative Skills – the ability to position solutions and understand the broader business impact. The ability to “sell’ in solutions that align with the client needs