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Service Manager - Job Opportunity at Visa Payments Limited

London, United Kingdom
Full-time
Senior
Posted: May 5, 2025
Hybrid
GBP 75,000 - 95,000 per year based on London financial services market rates for senior client-facing roles

Benefits

Comprehensive wellness program with holistic health focus
Flexible work arrangements supporting work-life integration
Professional development opportunities within global organization
Competitive benefits package aligned with Visa's market position

Key Responsibilities

Lead strategic client relationship management for Americas Platinum accounts
Drive service excellence and operational optimization across multiple platforms
Conduct deep-dive analysis to enhance client service utilization and efficiency
Manage incident response and service improvement initiatives
Facilitate cross-functional collaboration for operational enhancement
Develop and maintain comprehensive service documentation and metrics

Requirements

Education

Bachelors Degree or Advanced degree (Masters, MBA, JD, MD) or PhD

Experience

5+ years with Bachelors or 2+ years with Advanced degree or 0 years with PhD

Required Skills

Client relationship management experience in banking/financial services Cross-border payment and ACH knowledge FX concepts and processes understanding SWIFT messaging standards familiarity Stakeholder management Problem-solving capabilities Adaptability in complex environments
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Sauge AI Market Intelligence

Industry Trends

Digital payments transformation is driving increased demand for cross-border payment expertise, particularly as businesses expand globally and seek seamless payment solutions Financial institutions are prioritizing client experience and operational efficiency in response to fintech competition and evolving regulatory requirements The convergence of traditional banking and modern payment technologies is creating unique opportunities for service management professionals

Role Significance

Typically part of a specialized service management team of 8-12 professionals, supporting multiple high-value client relationships
Senior position with significant client impact and internal influence, representing a critical liaison between platinum clients and various internal stakeholders

Key Projects

Service level optimization and performance improvement initiatives Client experience enhancement programs Operational efficiency and automation projects Cross-border payment process optimization Major incident management and resolution

Success Factors

Deep understanding of global payment ecosystems and client operational needs Strong stakeholder management and relationship building capabilities Analytical mindset with focus on continuous improvement Balance of technical knowledge and client service excellence Ability to navigate complex organizational structures and drive change

Market Demand

High demand driven by digital transformation initiatives and growing complexity in cross-border payments landscape

Important Skills

Critical Skills

Payment Systems Expertise: Essential for understanding complex cross-border transaction flows and optimization opportunities Client Relationship Management: Crucial for maintaining and growing strategic client partnerships Problem-solving: Vital for addressing complex operational challenges and driving improvements

Beneficial Skills

Project Management: Valuable for coordinating service improvements and change initiatives Technical Architecture Understanding: Helpful for system integration and optimization discussions Industry Regulation Knowledge: Important for ensuring compliance and advising clients

Unique Aspects

Direct involvement with platinum-tier clients in the Americas region
Combination of technical payment expertise and strategic client management
Opportunity to influence global payment solutions and client experience
Role in major financial institution's digital transformation journey

Career Growth

Typical progression to next level within 2-3 years based on performance and business growth

Potential Next Roles

Head of Service Management Client Solutions Director Operations Director Program Director Regional Service Delivery Head

Company Overview

Visa Payments Limited

Visa Payments Limited, acquired by Visa Inc. in 2019, represents a strategic component of Visa's global payment infrastructure, specializing in cross-border payment processing

Industry leader in digital payments with strong market presence and technological capabilities
Significant operations across six continents with growing focus on digital payment solutions
Innovation-driven environment with emphasis on work-life balance and professional development
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