Consultant, Service Experience (Client Services), Singapore

Client Services provides industry‑leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The AP Service Experience team is responsible for designing the client service experience for new solutions and delivering end‑to‑end client implementations for products, solutions, infrastructure, and new client onboarding.

• Design and enable delivery of a scalable and repeatable client service experience from implementation to support for new solutions, while anticipating and planning for deviations to intended experience.
• Lead client technical solutioning discussions with a client‑centric mindset.
• Lead client pilots of new solutions.
• Define a strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization.
• Lead initiatives that impact clients from a business operations perspective, including changes to current products, implementations of new products and the business and digital release cycle.
• Become a subject matter expert in Client Services, including knowledge of the APIs, implementation guides, client integration options, deployment, and post‑production support.
• Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction‑level detail, API field data, and leveraging Visa tools.
• Be accountable for delivering agreed objectives; responsible for own workflow assignments and must be able to respond quickly and proactively in resolving problems and meeting deadlines.
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization.

AP Service Experience is an important element of Visa Inc.’s vision of digitizing payments through additional channels. This role is key to executing Visa’s strategy for Consumer & Value‑Added Services (VAS) to achieve the targeted goals for the company.

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

5+ years of relevant work experience with a bachelor’s degree, or at least 2 years of work experience with an advanced degree (e.g., master’s, MBA, JD, MD), or 0 years of work experience with a PhD, or 8+ years of relevant work experience.

• Bachelor’s degree in Computer Science, Technology or equivalent.
• Minimum of 8+ years’ experience in product/project management or product development in the payments industry.
• Functional project management experience in a client‑facing role.
• Understanding of digital payments and web‑based technology including HTML, web‑based service APIs, JSON, XML.
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement).
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions where little or no precedent exists. Ability to communicate complex, technical concepts in a focused and well‑organized manner.
• Willingness to take on new challenges in a fast‑paced environment and be flexible with multi‑tasking and changing priorities. Ability to work in the \"grey area\" where answers may not be known but need to be developed.
• Excellent verbal and written communication skills, problem‑solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders.
• Organized self‑starter, result‑oriented, and a passion for scaling new products.
• Excellent client engagement and relationship management skills with a collaborative approach to stakeholder management.
• Be able to learn and acquire knowledge in new solutions and technologies.

• Subject matter expertise in multiple areas such as card payments, payment technologies, loyalty services gained through years of experience supporting clients and new product initiatives within a payment‑processing environment.
• Experience of working with issuers, acquirers, merchants & merchant partners in the Asia Pacific region.
• Team collaboration demonstrated by a desire and willingness to share knowledge with a broader team, be receptive to new ideas and changes to the standard operational procedures.

This is an incredibly exciting time to join the AP Service Experience team. You will be operating in a fast‑paced, unstructured environment to contribute to the establishment of new product lines. You will work with Visa clients to deploy and operationalize new solutions by collaborating with a high‑performing team.

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.