Senior Account Manager - Visa - Shanghai

Job description
Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

Position Summary
The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.

Job Scope

This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.

Responsibilities
• Manage the day to day operational support and fulfilling service support needs of moderate complexity for assigned Visa client institutions.
• 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.
• Stay current with industry and client trends and maintain a working knowledge of Visa products and VisaNet services.
• Play a critical role in proactively working with the customer to identify operational cost efficiencies, manage moderately complex assignments that are diverse in scope, and search out appropriate courses of action.
• Identify and analyze processing problem with customer impacts; communicate ongoing situation status and resolution; reports SLA performance as appropriate.
• Prepare and present monthly and/or quarterly production performance results.

Qualifications

• Bachelors/Degree or equivalent experience. Requires a minimum of 5-8 years experience (8 – 10 years experience ideally) in a customer support role in software, financial or information services. (Asia Pacific,) OR Professionally qualified or equivalent with related professional experience or equivalent combination of education and experience
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Working knowledge of Microsoft Office.
• Strong verbal, written, presentation and interpersonal skills are required.
• Candidate should ideally be able to read, write and speak native Chinese language, in a professional business manner to be able to provide in-market support for Visa's China clients.

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