Director, Client Success, Client Services Japan

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Team Summary

Client Services 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 support client 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 Director does at Visa:

As a Director supporting Japan market, you will be leading and overseeing Client Services operational and processing engagements as well as Value-Added Services (VAS) as a Client Success Manager, and when necessary, lead an agile internal working group to support other functions as well as clients.  In this role, you are expected to:

• Act as a primary point of contact for providing day-to-day operational support to key clients
• Deepen and foster relationships with clients and internal stakeholders at all levels of staff and senior management
• Lead and drive VAS related activities from Client Success perspective, which includes alignment with other Client Services functions as well as business functions. Also need to co-work with other Client Success Managers as well..
• Manage one or more staff, including education and trainings, and support them on their roles and responsibilities.
• Lead highly complex cross regional or cross functional client service delivery initiatives and work towards achieving client and key stakeholder acceptance of deliverables.
• Understand key market/enterprise initiatives and be the subject matter expert for the country team and clients to support the delivery and ensure readiness
• Ability to support and resolve critical issues.  Resolving such issues require in-depth experience, crisis management abilities coupled with critical decision making aptitude which is expected for this role
• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
• Provide technical expertise to clients to structure effective programs.
• Manage all escalations and resolve all highly complex issues encountered by country team members.
• Train team members and backup team members.
• Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
• Proactively partner with Account Executives to identify additional business opportunities, drive VAS and implement recommendations to increase service quality, revenue and efficiency.
• Build and enhances positive working relationships with key Visa client institutions, processors, and internal stakeholders.
• Be a strategic partner for clients, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
• Provide proactive planning and operational support to ensure that both the client and Visa 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).
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• Support biannual business enhancements and all Visa mandates.
• Identify and analyze processing issues with client impacts: consistently communicate situational status and resolution
• Requires the ability to collaborate closely with the country team to supplement client relationship building and form key relationships at high management level of banks, fintech companies and startups
• Ability to deliver Visa technical workshops to varying levels of client knowledge on VisaNet and its core and ancillary services.  To effectively simplify highly technical concepts to layman terms and be a market technical trainer is also crucial in this role.

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.  You will work very closely with country teams with a focus to support the country’s Multi-year strategy.  This role will also provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.

This role will be involved in VAS and support business functions as well as other Client Services’ functions when necessary, to improve Visa’s services qualities.

This enables us to deepen our partnership with our clients and bring value to their business.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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:

• Bachelors/Degree or equivalent experience
• Typically requires a minimum of 12+ years of experience in a customer support role in financial, payments or information technology. And at least 10+ years of knowledge on Visa / payment processing is strongly preferred.
• Superior interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• People management – one or more staff may report to this role, so people management skills and experience are essential. In addition, this position needs to work closely with other Client Services functions’ staff, collaborating with these functions staff in Tokyo, as well as in Singapore / US.
• Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Strong internal team and external client stakeholder management with a collaborative, diplomatic, and flexible style: able to work effectively in a matrixed organization. Ability to lead the internal and external discussions on Client Success Manager role, as well as on VAS alignment and support role, as a leader of agile working groups.
• Excellent verbal, written presentation skills, including strong oral and written capabilities in both Japanese and English
• Excellent time management, project management, organization, and planning skills.
• Able to set priorities, influence others, and manage customer expectations.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Working knowledge of Microsoft Office
• Role will be based in Tokyo, Japan.

What will also help:

• Local market and regulatory knowledge and functional experience in payment operations, preferably Visa, supporting highly complex clients and/or services
• Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Services
• Digital knowledge

Projects you will be a part of:

• As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
• Working with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients
• Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables

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.