Job Description:
Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting. CSS includes the Franchise Management function which is comprised of several business units that support the structural foundation of the Visa Payments network. Services, including Licensing, Rules management, Dispute adjudication, Contract management, Client training and publications, and Performance metrics and analytics, are provided to clients to ensure the safety, security and integrity of the payment system and to support Visa clients in the development of their electronic payments business.
Job Scope
This role is an individual contributor at an advanced support staff level and is responsible for applying independent judgment in resolving issues and making recommendations.
Responsibilities
The job holder will be primarily responsible for overseeing and managing contracts and internal client relationships in the Central and Eastern Europe, Middle East and Africa (CEMEA) region, with some Asia Pacific (AP) markets as secondary portfolio. It will require adopting an adjusted work schedule to meet the CEMEA business need and time zones differences. The individual requires significant interaction and general understanding of stakeholders representing multiple countries and regions and will be responsible for taking a broad and long term goal perspective to identify and assess potential solutions, and execute improvement plans.
Understand marketplace dynamics, identify trends across assigned geographies, assess business implications and anticipate stakeholders needs, raise issues to management and recommend appropriate course of action guided by general guidelines and accepted business practices to address potential roadblocks and achieve department goals.
Represent Client Contract Management (CCM) to internal organizations, negotiate with peers and stakeholders to recommend and execute improvement plans to meet business goals and objectives and add value to our business partners.
Provide ongoing functional guidance, training and knowledge transfer to less tenured staff and stakeholders
Managing the client incentive contract process for multiple geographies to ensure that contracts are developed according to the Global Client Incentive Operating Standard (GCIOS), are complete, accurate and have received appropriate reviews and approvals, as well as meeting all regulatory/audit requirements (e.g. Internal, SOX).
Managing the Visa Checkout, Visa Digital Enablement Program and Value-in-kind contract process, as well as other agreements deemed within CCM's scope, for multiple geographies to ensure contracts are developed according to departmental SOP's and meet all internal controls, audit and compliance requirements
Serving as the key CCM relationship manager for assigned markets. Acting as an advocate for the Sales and Business Development organizations, ensuring stakeholders (including Legal, Finance, and Sales) adhere to internal service level agreements throughout the end-to-end contracting process.
Completing and delivering timely input to contract management tracking and reporting, to enable and deliver accurate recurring and ad hoc reporting for executive, senior management, internal clients and stakeholders.
Participate in special assignments and providing ad hoc support as required.
Qualifications
Bachelor's degree or equivalent experience, MBA preferred. Typically requires 12+ years' experience in a customer support role in financial services, payment card, software or information services.
Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
Customer focus with proven ability to establish and maintain productive working relationships with cross-functional staff, leaders and management at all levels.
Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
Demonstrate ability to work in a complex organization to determine business and customer needs, exercise independent and sound business judgements in providing the best solution to meet those needs.
Working knowledge of Microsoft Office.
Excellent verbal, written, presentation, interpersonal and negotiation skills. Ability to clearly communicate in front of senior management.
Previous contract writing experience a plus.
Strong understanding of Visa products and services preferred.
Fluent professional business English, both written and verbal, required. Russian is a plus.
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