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Visa

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3.5

based on 359 Reviews

Video summary

118 Visa Jobs

Consultant, Client Success

Visa Inc

3.5

based on 359 Reviews

8-13 years

Mumbai

1 vacancy

Consultant, Client Success

Visa

posted 14hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Operations Relationship Management Presales Financial Services Problem Management

+ 4 more

Job Description

The Consultant is the face of Visa s support organization to Visa s clients and represent these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and oral communications skills. In addition to these skills, a Consultant will need to have strong analytical skills and is required to become technical knowledge expert to multi-functional business teams around them.

You will be accountable for supporting clients in INSA for all products relating to Visa Commercial and Money Movement Solutions. This includes managing the operational side of the client relationship and identifying and enabling the right services and capabilities to drive growth and optimize the client relationship.

In this role, you are expected to:

Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded; be the voice of the client.
Build and enhance positive working relationships with key clients and internal stakeholders.
Project manage and lead enablement activities for existing and new products introduced to the market, tapping on Global and Regional resources for execution.
Develop and manage operational initiatives, special projects and client-driven continuous improvement plans.
Identify leads, and implement opportunities to improve the client experience by data-driven optimization and streamlining of operational processes.
Understand and support market strategies, develop and track client success plans
Act as liaison and escalation point for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
Coordinate internal resources to accomplish Visa and client objectives, accelerating time to revenue. Participate in cross functional customer service delivery initiatives across clients and Visa internal teams.
Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
Proactively notify clients regarding any widespread or business critical problems with the application, and leads internal and external recovery efforts of product and/or processing service interruptions.
Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
Educate and train clients on best practices, increase adoption for Visa Commercial and Money Movement Solutions products.
Represent difficult and mildly complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally

Why this is important to Visa

The Consultant is vital in helping Visa to deliver against the operational needs of a key market, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa s business in INSA by driving value to our clients through effective enablement and customer centric support.

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

Strong communications skills in English (both verbal and written) to support portfolio of clients from INSA. Proficiency in additional South Asian languages will be advantageous.
A Bachelor s Degree or equivalent qualification minimum of 8 years of experience with roles in Support, Pre-sales and Project Management in the financial services, payment industry, software or information services is required
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
Stakeholder management 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. Demonstrated ability to articulate complex technical terms or processes into business language
Ability to set priorities and manage customer expectations, and work both as part of a team and independently
Strong interpersonal skills and proven abilities in negotiating with and influencing clients and staff at the working level
Excellent time management, organization, and planning skills
Excellent verbal, written, presentation and interpersonal skills are required.

What will also help:

A preferred candidate would have a broad operational experience relating to card processing, remittance and money movement solutions 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 organize across the company to deliver at the highest standard.

Employment Type: Full Time, Permanent

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