Senior Manager – Visa Commercial Solutions Client Services

Senior Manager – Visa Commercial Solutions Client Services

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

Team Summary

Visa Commercial Solutions - Client Service Delivery (VCS-CSD) provides industry-leading implementation services and operational support to Visa's clients around the world. With our deep knowledge and expertise, we are a key internal partner to the Sales, Product and Technology teams, bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. The team provides support to financial institutions and their corporate clients who utilize a suite of Visa Commercial Solutions (VCS) products and capabilities to simplify critical processes that businesses perform daily. Areas of focus include B2B (virtual and card-based) payments, expense management, travel solutions, data solutions, compliance, and reporting.

We are trusted partners to Visa's clients, providing expertise to support and successfully grow their business.

What a Senior Manager Visa Commercial Solutions - Client Service Delivery does at Visa

The Senior Manager, VCS Partner Service Delivery, plays a crucial leadership role, overseeing a team of implementation and client success consultants that support key issuing partners using the Flexi-Purchase and Visa Spend Clarity Enterprise platforms across the Australian and New Zealand markets. This role demands an experienced leader with a strong background in transformation, capable of driving enterprise-wide changes by reshaping operational models and promoting innovation. The Senior Manager is responsible for streamlining processes and optimizing resources, thereby accelerating time to revenue, and leveraging AI and machine learning to automate workflows, enhance decision-making, and achieve measurable improvements in client satisfaction and service delivery. This position requires exceptional professionalism, thought leadership, and expertise in stakeholder management both with clients and internally at Visa. It is a strategic, client-facing role that collaborates closely with Sales and Product Account Teams to proactively achieve business outcomes.

In this role you are expected to:

Leadership and Team Management

• Promote and reinforce a culture of accountability, high performance, collaboration, and inclusivity to empower teams and strengthen client-focused outcomes.
• Mentor and support team members to foster empowerment, motivation, and a sense of ownership.
• Support performance development by enabling team members to achieve their full potential and addressing any performance-related concerns.
• Recruit and retain talent, including interviewing and onboarding new team members to build a high-performing team.

Operational Oversight

• Own the operational performance of the Partner Service Delivery team, ensuring all client projects and incidents are resolved within agreed timeframes.
• Champion innovation and continuous improvements across the team and drive transformational initiatives.
• Maintain workflow balance and reduce case resolution times to improve efficiency.
• Focus on improvement of performance, cost effectiveness & compliance, introducing operational best practices and client processing optimization.

Accelerating Time to Revenue

• Streamline implementation and onboarding processes to reduce time-to-market.
• Optimize resource allocation and project execution to deliver faster client outcomes.
• Establish performance metrics and KPIs to monitor and drive revenue acceleration.

Stakeholder Engagement

• Develop senior-level relationships with internal and external stakeholders to ensure alignment and collaboration.
• Represent the voice of the client internally, advocating for their needs and ensuring accurate business requirements are communicated.
• Guide team execution of implementation and client success functions to ensure seamless delivery.

Strategic & Technical Leadership

• Act as an escalation point for unresolved service issues, ensuring optimal outcomes for both clients and Visa.
• Partner with product, platform, and sales teams to identify enhancements and evolve the service model.
• Provide technical leadership for operational activities, enabling both Visa and client goals.
• Identify trends and patterns to proactively improve client experience and limit negative impact.

Cross-Functional Influence

• Build cross-functional influence to ensure execution of client needs and resolution of complex technical issues.
• Collaborate globally to ensure consistent service delivery and share best practices across regions.

Why this is important to Visa

• Supporting Visa's 2030 Strategy to drive sustained growth via digital payments, value-added services, and new markets, the Commercial & Money Movement Solutions (CMS) team delivers solutions for small businesses, large enterprises, and governments in Australia, New Zealand, and the Pacific Islands (AuNZPI). The VCS-CS function supports the CMS Sales team to advance a core 2030 pillar by enabling and onboarding clients through the expansion of the Flexipurchase partnership with key clients.

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