Manager, Client Operations, Client Services

Team Summary
Client Services provides industry-leading operational support to our clients around the world. The team is responsible for critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to our clients, providing expertise to support and successfully grow their business.
Client Operations team in Client Services Japan is a newly created and established team in 2021, which works with issuers and acquirers to deliver services and optimize their operations. We also work with other Visa internal partners to provide services to all clients in Japan. We simplify and streamline point of contact interface for similarly natured client inquiries, and centralize knowledge repository, especially on Visa rules, compliance, Visa Business News and Pricing, etc. for issuers and acquirers in Japan.


What a Client Operations Manager does at Visa
You will be in the front-line supporting our clients as an operational SME and achieve a high level of client satisfaction.

• Handle inquiries from clients in Japan via e-mail and phone on Visa Rules, Compliance matters, Visa Business News as well as client onboarding and Global Operating Certificates
• Track client inquiries through to closure.
• Translate inquiries from Japanese to English or vice versa when necessary.
• Collaborate with internal partners within Visa for cases that cannot be solved immediately based on available information.
• Manage client expectations on time to solve an issue and provide interim updates
• Show strong understanding to client’s concerns and complaints and share the insights with the team
• Escalate urgent and outstanding issues promptly
• Support maintenance of knowledge repository and processes improvement
• Be actively involved in and support market strategies
• Stay up to date with industry and client trends and maintain a strong knowledge of Visa products and Visa services
• Support administrative matters such as meeting organizing, material preparation, contacts to clients, etc.
• Functions as a sub‑leader within the team—responsible for onboarding and training new members, coordinating with stakeholders when taking on new tasks, and supporting various projects. Furthermore, this position serves as the delegate during Team Leader’s absence.

Why this is important to Visa
This team serves as a single contact point for Visa Japanese clients on operational queries. You will be responsible for supporting our clients across issuers, merchants, and acquirers effectively by bridging the gap between global rules and local market needs, and problem-solving for complex situations.


This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.  ​

What you will need:

• Be curious and have a strong problem-solving mindset
• Excellent verbal and written proficiency in English and Japanese
• Overall 8+ years of experience in the Japan payment industry
• Overall 5+ years of experience in client/customer service
• Operational competence with the ability to learn new information
• Experience in working in cross functional teams and in managing projects
• Be able to communicate complex, operational concepts in a focused and well-organized manner
• Outstanding interpersonal skills
• Be a quick learner with details, able to follow up the request and respond to client timely
• Be able to set priorities, influence others, and manage customer expectations.
• Self-starter with ability to achieve results, prioritize tasks, and multi-task within the time frame
• High resilience and works well under pressure

 

What will also help:

• Bachelors/Degree or equivalent experience
• Experience using standard MS Office tools (e.g., MS Excel, PowerPoint, Word, etc.)
• Experience in the Japan payment industry or knowledge about Visa business model

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.