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.

National Client Services works with the largest financial institutions in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations, product support, back office support, and customer performance reporting. This role is part of the Bank of America Account Management team in Client Services. As part of the Account Management team this individual would be responsible for managing Bank of America’s Debit Issuing line of business.

This is an experienced individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

• Considered the functional expert for their client's processing and operational business.
• 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.
• Act as liaison 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 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. Represent complex customer change requests, system, or operational requirements negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans. Identify and analyze 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 biannual business enhancements and all Visa mandates.
• Partner with assigned Account Executives to identify additional business opportunities.
• Perform ongoing proactive operational reviews to include billing and transaction processing.

Essential Functions

• Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
• Partnering with the Sales Account Executives to support new business development opportunities.
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requirements negotiate and manage expectations internally and externally
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services
• On call support and possible weekend hours
• Domestic travel may be required

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.

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• A minimum of 6 years of successful experience in progressive leadership roles with client facing accountability in the payments industry
• Knowledge of Visa DPS platform
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
• Strong ability to manage projects effectively using project management principles
• Superb proficiency with troubleshooting and resolving complex issues
• Advanced comfort level with public speaking
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• Strong skills in Excel for data analysis.
• Advance Power point for professional presentations.
• Excellent verbal, written, presentation and interpersonal skills required.
• Understanding of basic accounting principles including cost allocation methods a plus

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.