Partner Service Manager

Company Description

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

The Network Partner Service & Performance Management function is a crucial component of the Visa Money Movement Solutions service group, tasked with monitoring, analysing, and improving the technical and operational performance of our global network of payment settlement partners (Financial Institutions and Payment Service Providers (PSP)).

The team's primary objective is to develop the most reliable and efficient technical/operational interfaces with our partners as possible. This will be achieved through detailed analysis of service/partner performance (SLAs, KPIs and other indicators), acting on feedback from clients & internal stakeholders and attaining "expert level" knowledge of the capabilities of our network partners and the underlying domestic payment schemes (RTP, ACH, RTGS, Wallet etc).

You will be assigned a number of Network Partners and work in close collaboration with the Partner Relationship Management team in managing those relationships. Your efforts and priorities will be aligned with the objectives of the commercial and operational teams who will be your primary stakeholders.

What we expect of you, day to day:

• You will be the Subject Matter Expert (SME) on your assigned network partners' technical and operational capabilities and that of the underlying domestic schemes.
• You will identify opportunities for technical, operational and process change and act as the sponsor, documenting the business requirements and/or high-level technical requirements and feeding into the relevant change process/programmes.
• You will strive for operational efficiency and scalability, seeking the optimal % of payments settled successfully without manual intervention or query.
• You will build and maintain a strong relationship with your network partner counterparts and foster a culture of mutual operational benefit, trust and growth.
• You will define and enforce a framework for network partner driven change (e.g. data, regulatory) and ensure minimal disruption to Visa Payments Limited and its clients.
• You will keep abreast of forthcoming Visa Payments Limited, network partner or scheme driven system changes, releases, route changes, client launches, and documentation changes while supporting your assigned network partners through transitions.
• You will be available to your internal stakeholders as an escalation point for operational issues/incidents/improvement opportunities pertaining to your assigned network partners.
• You will maintain a catalogue of technical & operational capabilities pertaining to network partners (Route Rating Matrix).
• You will maintain and contribute to a framework for measuring and reporting on network partner service performance.
• You will work in unison with the respective Partner Relationship Managers (accountable for our Partners' commercial relationships) to ensure our reach and escalation paths into our partner's operations remain optimal and maintain commercial/operational alignment as we develop the partnership.
• You will host regular service reviews with your assigned Network Partners.
• You will manage a continuous Service Improvement Register for your assigned Network Partners and present a consolidated report to internal stakeholders each month.
• You will promote a culture of service excellence - 'best in class' with your assigned network partners.

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.

Qualifications

Basic Qualifications:
* 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.

Preferred Qualifications:
* 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
* Must have Vendor Management / Service Management experience within the financial services industry.
* Must have a detailed knowledge of cross-border and/or local ACH / Wallet payment principles / rules / operating practices / industry norms.
* Must have excellent analytical skills and be highly proficient manipulating large data sets in Excel or other business intelligence toolsets.
* Must be detail-oriented with a proven ability to analyse service performance and suggest/drive forward practical and sustainable solutions that reduce operational overhead and/or enhance the client experience.
* Must be a natural relationship builder and an effective communicator (written and verbal) and comfortable working with counterparts for whom English may not be their first language with differing business/service cultures.
* Must be able to work cross-functionally to deliver operational improvement and be comfortable managing and influencing internal/external stakeholders at all levels.
* Must take a primary/lead role (as part of the Incident recovery team) in the analysis and recovery of service incidents by leveraging their detailed knowledge of their partner's service characteristics and escalation contacts.
* Must have some previous exposure to FX (Foreign Exchange) concepts and processes.
* Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages.
* Enjoy solving problems.
* Adaptable and calm in the face of complexity and frequent service/operational change.
* Degree educated - desirable, but not essential.

Additional Information

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, and 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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $89,100 to $161,750 per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.