Senior Manager – Commercial Solutions Client Services

Overview
Senior Manager – Visa Commercial Solutions Client Services. Join to apply for the Visa Commercial Solutions Client Services role at Visa.
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.
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. The team supports financial institutions and their corporate clients who utilize Visa Commercial Solutions (VCS) products and capabilities, focusing on areas including B2B payments, expense management, travel solutions, data solutions, compliance, and reporting.
We are trusted partners to Visa's clients, providing expertise to support and grow their business.
What a Senior Manager Visa Commercial Solutions - Client Service Delivery does at Visa
The Senior Manager, VCS Partner Service Delivery leads a team of implementation and client success consultants supporting key issuing partners using the Flexi-Purchase and Visa Spend Clarity Enterprise platforms across Australia and New Zealand. This role drives transformation, reshapes operational models, and promotes innovation. It streamlines processes, optimises resources, accelerates time to revenue, and leverages AI and machine learning to automate workflows and improve client satisfaction and service delivery. It requires professionalism, thought leadership, and strong stakeholder management with clients and internal Visa teams. It is a strategic, client-facing role collaborating with Sales and Product Account Teams to achieve business outcomes.
In this role you are expected to:
Leadership and team Management
Promote 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 and ownership.
Support performance development and address performance-related concerns.
Recruit and retain talent, including interviewing and onboarding new team members.
Operational Oversight
Own the operational performance of the Partner Service Delivery team, ensuring client projects and incidents are resolved within agreed timeframes.
Champion innovation and continuous improvement across the team.
Maintain workflow balance and reduce case resolution times to improve efficiency.
Improve performance, cost-effectiveness and compliance, introducing operational best practices.
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.
Represent the voice of the client internally, communicating accurate business requirements.
Guide team execution of implementation and client success to ensure seamless delivery.
Strategic & Technical Leadership
Act as an escalation point for unresolved service issues, ensuring optimal outcomes for clients and Visa.
Partner with product, platform, and sales teams to identify enhancements and evolve the service model.
Provide technical leadership for operational activities aligned with Visa and client goals.
Identify trends to proactively improve client experience and minimize 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
Supports Visa's 2030 Strategy to drive growth via digital payments, value-added services, and new markets in AuNZPI. The VCS-CS function enables onboarding of clients through the Flexipurchase partnership with key clients.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications
8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Preferred Qualifications
9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
We are looking to hire candidates who have accumulated a variety of experience. You should have:
A bachelor's degree or equivalent with 10+ years of experience in direct staff management and leading client-facing or technology-focused teams in a customer support role, with at least 5 years' knowledge in payment systems services and familiarity with Cloud/SaaS.
Experience in client relationship management and ability to build measurable action plans to help clients achieve goals and value from products and solutions.
Track record in driving strategic change, accelerating business outcomes, and leveraging advanced technologies to enhance client outcomes, including streamlined onboarding.
Experience leading enterprise-wide transformation initiatives improving operational models and agility.
Familiarity with payments platforms (e.g., Spend Clarity) and expertise in virtual cards, automated payments, B2B money movement.
Experience building an inclusive environment and empowering teams.
Strong technical aptitude to absorb technical information and apply it to business solutions.
Self-motivated, able to work under pressure with a diplomatic, customer-focused approach, and strong collaboration and problem-solving skills.
Customer and business focus with ability to work with teams at all levels.
Ability to set priorities, manage expectations, and work both in a team and independently.
Excellent time management and project management skills; strong communication skills.
What will also help
Experience in applied AI and machine learning to automate workflows and improve efficiency.
Ability to articulate complex technical terms in business language.
Analytical skills and experience using data to develop business-oriented solutions.
Passion for transforming payments as an industry leader.
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Visa will also consider applicants with criminal histories in accordance with EEOC guidelines and local law.
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