Senior Account Manager


Melbourne VIC, Australia


May 14

This job is no longer accepting applications.

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of innovators who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

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 Account Manager 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
  • Technical knowledge of Card Payments systems - including technical analysis, transaction processing (authorization and clearing) and digital payments
  • 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
  • Technical knowledge of Card Payments systems - including technical analysis, transaction processing (authorization and clearing) and digital payments
  • 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

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Leading global payment solutions