Senior Consultant, Client Success Thailand

Visa

Bangkok, Thailand Remote

Full-time

Payment Networks & Schemes / Technology

Dec 30

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Team Summary

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What a Senior Consultant at Client Success does at Visa:

As a Client Success Senior Consultant based in Thailand, you will be leading Client Services operational engagements for Visa clients in Thailand, serves as an operational/technical consultant for domestic processing in Thailand and be the key contact for NITMX, the Visa local switch service provider. This position requires execution, analytical and problem resolution skills, client relationship abilities and the role work independently.

In this role, you are expected to:

  • Be the operational and technical expert to clients, NITMX as well as business teams to support cross-functional and in-country initiative deliveries.
  • Act as the liaison for clients, Visa and NITMX, providing insights and inputs for new or changing products and services, problem management, proactive identification of processing efficiencies, service change and system enhancement support. You will be required to act as the CS liaison to coordinate internal CS resources to accomplish client, Visa and NITMX objectives.
  • Support business and product teams on new clients’ onboarding activities (including on-boarding onto NITMX) from pre-launch to post-implementation monitoring and new service deliveries.
  • Provide proactive planning and operational support to ensure that clients, Visa and NITMX are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing)
  • Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally and determine the appropriate courses of action to deliver.
  • Collaborate with Account Executives to identify, capture and deliver additional value-added services as well as new payment flow opportunities to increase service quality and revenue.
  • Advocate on behalf of clients to internal stakeholders including AE, CS, MS&A, Product and Risk for expedited resolution and implementation of solutions achieving highest possible degree of client satisfaction with a view on enhancing the client’s Visa experience.
  • Deliver support for Visa’s biannual business enhancements and Visa mandates to clients and NITMX.
  • Assist in incident management by communicating incident status to the clients through its resolution.
  • Stay current with industry, client trends, and maintain a working knowledge of Visa products and services. Be on top of key Visa mandates and rule changes, to be able to articulate technical changes and analyze the impacts in consultation with the clients
  • Identify and implement opportunities to improve the client experience by streamlining operational processes.
  • Undertake other duties and tasks assigned by your manager.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Why this is important to Visa

Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.

Qualifications

What you will need:


We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:

  • Bachelor’s Degree or equivalent qualification
  • Minimum 10 years of experience in a customer support role in software, financial or information services, or with at least 3 years knowledge on payment systems services
  • 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 staff and management at all levels
  • Ability to set priorities and manage customer expectations, and work both as part of a team and independently
  • Must be an accountable self-starter with strong analytical skills
  • Excellent time management, project management, organization, and planning skills
  • Communications skills both verbal and written in English and Thai (verbal) to support portfolio of clients from Thailand.
  • Excellent presentation and interpersonal skills are needed


What will also help:

  • Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service
  • Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
  • Demonstrate success in client relationship management

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in the country where this job is located are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

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Visa

Leading global payment solutions

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