Client Service Manager

**Information Technology**

Full-time

**Date**: May 15, 2025

**Location**: Toronto, CANADA

**Job #**: REF062326W

**Job Type**: Full-time

**Job Description And Responsibilities**:
The Service Management team is a crucial component of the Visa Payments Limited’s support model tasked with maintaining and developing robust and lasting relationship with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business/business processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being an Visa Payments Limited customer, ensuring their service needs are met and agreed service levels achieved.

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

What we expect of you day-to-day.

You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Payments Limited.
- You will promote a culture of service excellence and ‘best in class’ through leading by example
- You will streamline processes to improve efficiency, automation and scalability
- You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions
- You will be your client’s advocate within Visa Payments Limited and sponsor / champion product and service change
- You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results
- You will host regular service reviews with your clients & monitor service performance and any applicable SLAs
- You will manage a continuous Service Improvement Register for each of your accounts
- You will perform deep dive analysis and identify opportunities to optimise your client’s use of the service and promote service best practice both internally and to your clients
- On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided)
- You will produce and maintain a suite of service documentation and reports
- You will build a strong and collaborative relationship with your Account Management counterpart

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

**Qualifications**:
Basic Qualifications:

- 5 or more years of relevant work experience with a Bachelors 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 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- Must have 5 years experience in the client relationship management / Service

Management space (client facing) in banking or financial services
- Must have a detailed knowledge of cross-border and/or local ACH payment

principles / rules / operating practices / industry norms
- Must be detail oriented with a proven ability to analyze service performance

and client satisfaction and implement practical and sustainable solutions that
reduce operational overhead and/or improve CX
- Must be a natural relationship builder and an effective communicator (written

and verbal)
- Must be able to work cross-functionally to deliver operational improvement and resolve issues efficiently and effectively
- Must have some exposure of FX (Foreign Exchange) concepts and processes
- Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages
- Comfortable managing and influencing internal/external stakeholders at all levels
- Enjoy solving problems
- Adaptable and calm in the face of complexity and frequent service/operational

change

**Additional Information**:
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.