Consultant, Client Success - SMT Money Movement

Job description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description Role Summary: The Consultant, Client Success – Money Movement is an individual contributor responsible for owning the holistic post-sale Client Services operational relationship for clients leveraging Visa’s Money Movement solutions, including Visa Direct, cross-border payments, account and wallet payouts, real-time payment connectivity, and related value-added services. The Consultant provides operational leadership and subject matter expertise to help clients successfully implement, optimise, and scale their money movement programmes. The Consultant serves as a trusted client advocate, proactively partnering with financial institutions, fintechs, payment service providers, and other Money Movement clients to drive adoption, improve transaction performance, support geographic expansion, and maximise the value derived from Visa’s Money Movement capabilities. The candidate will focus on Visa’s clients across Singapore, Malaysia and Thailand and will be focused on identifying their needs in relation to Money Movement, proposing solutions and discovering opportunities where Visa’s products and services might help them achieve their business objectives This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to accelerate growth in the rapidly evolving money movement ecosystem. Working in conjunction with Account Executives, Product, Implementation, Risk, and Operations teams, the Consultant will proactively drive Client Success outcomes aligned to client growth objectives and Visa’s business agenda. The individual will also define and deploy support strategies, operational best practices, and self-service enablement capabilities that enhance the client experience, improve programme performance, and support Visa’s Money Movement strategy. The role serves as a functional specialist for Money Movement solutions, providing consultative guidance on implementation, operational excellence, risk management, compliance readiness, and programme optimisation. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to enhance client support, operational analysis, and everyday work activities. Key Responsibilities: Own the post-sale operational relationship for a portfolio of Money Movement clients, serving as the primary Client Success contact for Visa Direct and related money movement solutions. Lead client onboarding and implementation activities by coordinating client and Visa stakeholders to ensure successful deployment of new corridors, use cases, payment endpoints, and value-added capabilities. Develop and execute Client Success Plans that support client growth objectives, transaction volume expansion, geographic scaling, and deeper adoption of Visa Money Movement products. Monitor and optimise programme performance, including transaction approval rates, processing success rates, service availability, funding performance, payout completion rates, and overall client operational health. Provide consultative guidance on money movement best practices, including sender and beneficiary experience, corridor expansion, operational controls, settlement processes, and programme scalability. Build trusted relationships with key client stakeholders, acting as a strategic advisor and advocate while aligning operational priorities with broader business objectives. Partner with Product, Risk, Compliance, Network, and Operations teams to address complex operational issues, enhance client performance, and support new solution adoption. Drive client readiness for new capabilities, regulatory changes, Visa Business Enhancements, and network initiatives through training, workshops, webinars, and operational communications. Identify opportunities for growth and optimisation by analysing client transaction trends, adoption patterns, and operational performance metrics, and partnering with account teams to pursue expansion opportunities. Lead periodic business and operational reviews with clients and Visa stakeholders, providing actionable insights, performance dashboards, and recommendations for programme enhancement. Support incident management and escalations for critical client-impacting events, coordinating cross-functional response teams and ensuring timely communication and resolution. Promote adoption of Visa’s self-service tools, reporting capabilities, APIs, and operational resources to improve client efficiency, transparency, and self-sufficiency. Stay current on emerging trends in digital payments and money movement, including cross-border payments, real-time payments, fintech innovations, wallets, and account-to-account ecosystems, and apply insights to help clients achieve business outcomes. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Basic Qualifications: 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD Experience analyzing data and translating findings into actionable business recommendations. Experience in using standard Microsoft Office tools (e.g., Excel, PowerPoint, Word). Experience in representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization. Experience in communicating complex technical terms and/or processes in business language tailored to client. Experience in building client relationships and creating trust-based relations. Experience in success planning and building measurable action plans to help clients achieve their business goals. Experience in client engagement and communicating clearly and effectively with clients. Experience in prioritizing and multi-tasking under deadlines. Experience in monitoring client health and liaising with specialist teams as needed. Knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments). Preferred Qualifications: 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise. Experience in financial services and specifically in Money Movement Experience in becoming customer centric by listening to and prioritizing customer needs to drive value realization and build trusted partnerships. Experience in proactiveness by thinking ahead and taking action. Experience in critical thinking by taking ownership over problems and finding creative solutions to complex problems. Experience in supporting development of client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance. 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.