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Client Service Manager - Job Opportunity at Visa

Toronto, Canada
Full-time
Senior
Posted: May 20, 2025
Hybrid
CAD 120,000 - 150,000 per year based on Toronto financial services market and role seniority

Benefits

Hybrid work arrangement with flexible office schedule
Professional development and training opportunities
Comprehensive health benefits package (implied based on company size)
Competitive financial services industry benefits package (implied)

Key Responsibilities

Lead strategic client relationship management for Americas Platinum accounts
Drive service excellence and process optimization across multiple platforms
Perform detailed analysis and implementation of service improvements
Act as subject matter expert and client advocate within organization
Manage major incidents and service level agreements
Develop and maintain comprehensive service documentation
Collaborate with cross-functional teams for operational excellence

Requirements

Education

Bachelors Degree with 5+ years experience or Advanced degree with 2+ years experience or PhD

Experience

5+ years in client relationship management/service management in banking/financial services

Required Skills

Cross-border and local ACH payment expertise FX concepts and processes knowledge SWIFT messaging standards understanding Stakeholder management Problem-solving capabilities Analytical skills Communication skills (written and verbal) Change management expertise
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Sauge AI Market Intelligence

Industry Trends

Financial services sector is experiencing rapid digital transformation, particularly in payment systems and cross-border transactions Increasing focus on real-time payment solutions and regulatory compliance is driving demand for expertise in ACH and SWIFT protocols Growing emphasis on client experience and service automation in financial technology sector

Role Significance

Typically part of a 10-15 person service management team, collaborating with account management and technical teams
Senior position with significant influence on client satisfaction and revenue retention, directly impacting platinum-level accounts

Key Projects

Service level optimization initiatives Client experience enhancement programs Process automation and efficiency improvements Major incident management and resolution Strategic account planning and service delivery

Success Factors

Deep understanding of financial services technology and payment systems Strong stakeholder management and relationship building capabilities Ability to balance technical knowledge with client service excellence Strategic thinking and problem-solving orientation

Market Demand

High demand role due to increasing complexity of payment systems and growing focus on client relationship management in financial services

Important Skills

Critical Skills

Payment systems expertise - Essential for understanding client needs and system capabilities Relationship management - Critical for maintaining and growing platinum client accounts Problem-solving - Key for resolving complex technical and operational challenges Communication skills - Vital for stakeholder management and client interactions

Beneficial Skills

Project management methodology knowledge Industry certification in payments or financial services Foreign language skills for international client interaction Experience with emerging payment technologies

Unique Aspects

Role combines technical payment systems expertise with high-level client relationship management
Position offers exposure to cutting-edge payment technologies and industry developments
Opportunity to influence service delivery strategy for premium clients

Career Growth

2-4 years in role typical before advancement, depending on performance and organizational growth

Potential Next Roles

Head of Client Services Director of Operations Senior Program Manager Client Solutions Director

Company Overview

Visa

Global leader in payment technology and services, facilitating digital payments across multiple platforms and regions

Industry leader with significant market share in global payments infrastructure
Strong presence in Canadian market with significant investment in Toronto financial technology hub
Professional corporate environment with emphasis on innovation and client service excellence
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