Total 4 job vacancies by Visa

The CMS Support Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with cross-border payments. As a CMS Support Associate, you will be working with external clients and banks along with internal Technical Account Managers, Compliance, Treasury, Product and Technical teams regarding issue management and support for Money Movement.

The Associate will be a subject matter expert across the Commercial and Money Movement Solutions landscape and all VCS products and services deployed in the region. This includes B2B payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.  

Specific Responsibilities will include:

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

• Proactively identify and solve complex problems that impact the management, relationship, and direction of the business

• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations 

• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

• Partner across teams and departments for process improvement initiatives

• Assist/train clients to address questions that may come up regarding the funds movement

• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

• Perform all related duties and special projects as assigned

• Participate in all required training sessions for compliance (OFAC, AML, etc.)

• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations.

Responsibilities:

• This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.
• Manage activities, requests, and inquiries for support and information through various case management tools which include but is not limited to emails, chat, calls, etc.
• Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Client Success, Product, and other internal organization as needed.
• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
• Deliver consistent high-quality work to ensure an excellent client experience.
• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points to improve service delivery.
• Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team members.
• Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.
• Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
• Contribute to team efforts by accomplishing related tasks as needed.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Demonstrate flexibility in schedule changes - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)
• Responsible for providing comprehensive support across all six Primary Enrollment Products, Basic Core Skills, and the Live Channel scope, with demonstrated proficiency in assisting customers via phone, email, and Live Channel.
• Consistently demonstrates a strong sense of accountability by effectively representing the supported product during client and stakeholder interactions, ensuring clear communication and alignment with business objectives.

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

Team Summary

The Service Management team plays a critical role within the Visa Direct Network and Operations (VDNO) support model, supporting the end-to-end success, stability, and scalability of the full Visa Direct portfolio.  The team partners closely with Product, Technology, Operations, Risk, and Commercial stakeholders to ensure Visa Direct solutions deliver reliable performance and strong client experience across markets.

What a Client Service Manager does at Visa:

The Client Service Manager is accountable for delivering a best‑in‑class client experience across the Visa Direct portfolio in APAC. Through data‑driven insight, proactive service leadership, and cross‑functional partnership, the role ensures clients achieve stability, value realization, and continuous improvement throughout the post‑go‑live lifecycle.

Operating as part of Visa Direct’s globally integrated support model, this individual is required to partner closely with all regions and global product / operational teams to build and continually enhance Visa Direct service management processes and best practice, enabling all client service delivery managers around the globe to resolve issues quickly, elevate service quality, and enhance efficiency.

The ideal candidate blends client success leadership, service delivery discipline, and deep operational expertise, ensuring every Visa Direct client realizes value, stability, and continuous improvement throughout the lifecycle.

What we expect of you day-to-day:

• Maintain strong, trusted client relationships post go live, ensuring Visa Direct performs reliably and meets jointly agreed operational KPIs and SLAs.
• Serve as the primary escalation point for BAU client issues, incidents, and service inquiries, ensuring fast, coordinated resolution across global teams.
• Act as the “voice of the client,” driving enhancements to service processes, policies, and tooling
• Own day‑to‑day BAU service performance across transaction processing, connectivity, reporting, and overall service health, using dashboards and alerts to anticipate risk and mitigate client impact.
• Proactively communicate service performance, incident updates, trends, and improvement plans to clients and internal stakeholders.
• Lead real time issue triage within the local time zone, coordinating with engineering, operations, product, and global support teams to ensure rapid recovery.
• Ensure all service processes adhere to Visa’s regulatory, risk, compliance, and control frameworks.
• Build trusted partnerships with internal stakeholders to drive visibility, alignment, and timely decision‑making in support of client outcomes.
• Collaborate closely with Sales to support contract renewals and provide guidance as to the operational health of the client’s experience

Projects you will be a part of

As a Client Service Manager, you will act as a trusted partner to clients using Visa Direct across Asia Pacific.  You will develop a deep understanding of how clients operate and work closely with them to maintain service health and reliability.  In partnership with Account Management, Operations, Product, and Technology teams, you will support new use case and strategically important market launches.  You will also guide clients through incidents and operational change, using service insights and client feedback to drive continuous improvements to performance and experience.

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

Team Summary

The Service Management team plays a vital role within the Visa Direct Network and Operations (VDNO) support model, ensuring clients receive consistent, reliable, and high-quality operational support. While the broader function covers the full Visa Direct portfolio, this role will initially focus on operational support for Visa Cross-border solutions (VXBS), with the possibility of expanding to broader Visa Direct capabilities as business needs evolve.

What a Client Service Manager does at Visa:

This position is responsible for maintaining day-to-day service health by responding to client issues, operational queries, and escalations related to VXBS usage. You will guide clients through operational processes, support them through incidents or transitions, and help ensure their experience with VXBS solutions is smooth, reliable, and well-supported.

As a Service Manager, you will support a portfolio of Asia Pacific clients and work closely with cross-functional teams - including Account Management, Operations, Product, and Client Support - to resolve issues, improve operational workflows, and uphold strong service performance standards.

Overall, this role emphasizes operational stewardship, timely issue resolution, and service performance excellence, complementing the relationship and commercial focus of our Account Management team.

What we expect of you day-to-day

• Serve as a Subject Matter Expert (SME) on how your assigned clients use Visa Direct and VXBS solutions
• Promote a culture of service excellence and inspire ‘best-in-class’ standards
• Streamline processes to enhance efficiency, automation and scalability
• Stayed informed on upcoming system releases, route changes, documentation updates, and client activities, supporting clients through transitions
• Act as an escalation point when BAU processes fail to deliver expected outcomes
• Contribute to regular service and performance review in partnership with Account Management team by preparing service-related data
• Maintain a continuous Service Improvement Register for each client
• Conduct deep-dive analyses to identify recurring pattens, pain points, and best practices across your client portfolio to uncover optimization and service improvement opportunities
• Produce and maintain a suite of service documentation and reports
• Build a strong and collaborative partnerships with your Account Management counterparts
• Proactively anticipate client operational issues and drive timely, data-informed resolutions
• Support internal strategic initiatives related to process efficiency, escalation management, and service delivery
• Collaborate cross-functionally to improve operational communication flows, documentation clarity, and product-service alignment

Projects you will be a part of

As a Client Service Manager, you will act as a trusted partner to clients using Visa Direct across Asia Pacific.  You will develop a deep understanding of how clients operate and work closely with them to maintain service health and reliability.  In partnership with Account Management, Operations, Product, and Technology teams, you will support new use case and strategically important market launches.  You will also guide clients through incidents and operational change, using service insights and client feedback to drive continuous improvements to performance and experience.

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