Senior Manager – Visa Commercial Solutions Client Services
- Melbourne, VIC
- Permanent
- Full-time
- Promote and reinforce a culture of accountability, high performance, collaboration, and inclusivity to empower teams and strengthen client-focused outcomes.
- Mentor and support team members to foster empowerment, motivation, and a sense of ownership.
- Support performance development by enabling team members to achieve their full potential and addressing any performance-related concerns.
- Recruit and retain talent, including interviewing and onboarding new team members to build a high-performing team.
- Own the operational performance of the Partner Service Delivery team, ensuring all client projects and incidents are resolved within agreed timeframes.
- Champion innovation and continuous improvements across the team and drive transformational initiatives.
- Maintain workflow balance and reduce case resolution times to improve efficiency.
- Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimisation.
- Streamline implementation and onboarding processes to reduce time-to-market.
- Optimize resource allocation and project execution to deliver faster client outcomes.
- Establish performance metrics and KPIs to monitor and drive revenue acceleration.
- Develop senior-level relationships with internal and external stakeholders to ensure alignment and collaboration.
- Represent the voice of the client internally, advocating for their needs and ensuring accurate business requirements are communicated.
- Guide team execution of implementation and client success functions to ensure seamless delivery.
- Act as an escalation point for unresolved service issues, ensuring optimal outcomes for both clients and Visa.
- Partner with product, platform, and sales teams to identify enhancements and evolve the service model.
- Provide technical leadership for operational activities, enabling both Visa and client goals.
- Identify trends and patterns to proactively improve client experience and limit negative impact.
- Build cross-functional influence to ensure execution of client needs and resolution of complex technical issues.
- Collaborate globally to ensure consistent service delivery and share best practices across regions.
- Supporting Visa's 2030 Strategy to drive sustained growth via digital payments, value-added services, and new markets, the Commercial & Money Movement Solutions (CMS) team delivers solutions for small businesses, large enterprises, and governments in Australia, New Zealand, and the Pacific Islands (AuNZPI). The VCS-CS function supports the CMS Sales team to advance a core 2030 pillar by enabling and onboarding clients through the expansion of the Flexipurchase partnership with key clients.
- 8 or more years of relevant work experience with a Bachelor 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
- 9 or more years of relevant work experience with a Bachelor 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
- A bachelor's degree or equivalent qualification with 10+ years of experience in direct staff management and leading client-facing or technology-focused teams in a customer support role in software, financial or information services, or with at least 5 years' knowledge in payment systems services and familiarity with Cloud/SaaS environments.
- Demonstrated success in client relationship management and the ability to build measurable actions plans to help clients achieve their business goals and realize value from their products and solutions.
- A proven track record in driving strategic change, accelerating business outcomes, and leveraging advanced technologies to enhance client and business outcomes, including streamlining implementation and onboarding processes to reduce time to market.
- Demonstrated experience in leading enterprise-wide transformation initiatives that reshaped operational models and improved agility.
- Familiarity with payments platforms (e.g., Spend Clarity) and expertise in virtual cards, automated payments, B2B money movement.
- Demonstrated experience in building an inclusive environment that empowered teams and enhanced employee engagement.
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving.
- Customer and business focus with proven ability to establish productive working relationships with team and management at all levels.
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
- Excellent time management, project management, organization, and planning skills.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Experience in applied AI and machine learning to automate workflows and operational efficiency.
- Demonstrated ability to articulate complex technical terms or processes into business language.
- Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and to provide sound business analysis.
- Passionate about transforming payments as an industry leader.