Technical Solutions Senior Manager

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

What’s it all about?

Visa has an exceptional opportunity for a Senior Manager in the Technical Solutions team within the Client Services organisation

Technical Solutions is a team of subject matter experts within the Client Services function. The role of Senior Manager in Technical Solutions is about leading a team of subject matter experts as well as providing in-depth technical support to resolve client issues as well as providing consultancy across all Visa products and services.

Technical Solutions sits at level 3 of the support model and resolves highly complex issues.  This position will provide day-to-day support to clients in the financial payment’s ecosystem. Duties of the role include leading the team, taking ownership of the client’s issue, working with other internal or external parties to resolve issues, whilst ensuring the client’s expectations are not only met but exceeded.  Additionally, a Senior Manager in Technical Solutions will develop and train team members across the Client Services, especially upskilling level 1 and level 2 support functions.

What we expect of you, day to day:

• Lead a team of subject matter experts, building an environment for the team’s success and helping to remove the barriers to success
• Work as part of the larger leadership team to drive forward and improve client satisfaction metrics
• Foster robust working relationships with external and internal clients, driving high levels of client satisfaction and consistently achieving client satisfaction metrics.
• Act as escalation point for clients and internal stakeholders to drive issue resolution.
• Lead on continuous improvements of the support processes and procedures, implementing best practices and innovative solutions.
• Proactively acquire and enhance all necessary technical expertise for the role, including through self-directed learning to keep up with industry developments.
• Resolution of complex technical problems utilizing exceptional analysis and problem-solving skills, applying in-depth knowledge of Visa services in specialized areas such as the Visa authorization platform, clearing and settlement, and digital products and services.
• Take full ownership of high-severity incidents, coordinating escalation and communication with senior management and other stakeholders as needed.
• Deliver prompt and effective customer support via phone and email, maintaining exemplary levels of customer satisfaction and acting as an escalation point for junior team members.
• Ensure meticulous documentation of issues, solutions, and customer interactions in One CRM, maintaining a high standard of record-keeping.
• Collaborate closely with other technical teams to escalate and resolve highly complex issues, providing leadership and guidance as necessary.
• Identify, troubleshoot, and resolve queries for Visa products and services such as Authorisations, Clearing and Settlement, API (Application Programming Interface), and VTS (Visa Token Service).
• Oversee and prioritize workflow assignments, demonstrating initiative in problem resolution and ensuring deadlines are consistently met.
• Manage and facilitate technical communications with clients' technical teams, customer service teams, and senior executives, ensuring clear and effective dialogue.
• Proactively suggest and oversee the implementation of system enhancements driven by client and business needs, ensuring successful project completion.
• Cultivate and maintain strong relationships with team members and key stakeholders, including Client Success Managers, Product, Operations, and IT, acting as a role model and mentor within the team.

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

Qualifications

What we’re after…

• Proven track record in leading teams of a technical nature.
• Extensive experience with processing systems and services, including their practical applications in real-world scenarios.
• Self-motivated with a proven track record of achieving results as part of an effective team, adept at prioritizing and multitasking under tight deadlines.
• Proven ability to set priorities, influence stakeholders, and manage customer expectations effectively.
• Significant experience in customer support or account management roles within financial services, software, or information services industries.
• Demonstrated ability to manage and oversee complex technical systems across a diverse array of products, platforms, and services.
• Proficient in comprehending and translating technical information into business solutions, ensuring alignment with client needs.
• Deep familiarity with Payment Industry Standards and their practical application.
• Demonstrated excellence in customer relationship management, with a focus on delivering exceptional client satisfaction.
• Strong understanding of APIs and their integration within various systems.
• Exceptional verbal, written, presentation, and interpersonal communication skills.

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.