Sr. Manager, Visa Spend Clarity On Behalf Of Services (Client Onboarding/Implementation)

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 Overview: The Senior Manager, Visa Spend Clarity on Behalf of Services leads a specialized client delivery team responsible for implementing and supporting Visa Spend Clarity for Enterprise solutions on behalf of Visa issuing clients. The role integrates implementation delivery and functional and technical support into one coordinated service model across the client lifecycle. This leader is accountable for effective execution, client outcomes, operational performance, team capability and commercial enablement. The role requires expertise in project and program management, service transformation, technical support, client engagement, escalation management and disciplined execution in a technology enabled environment. The successful candidate will be a hands on service leader who can manage complex implementations and support demand, coordinate resolution across specialist teams, communicate confidently with clients and senior stakeholders, and convert pilot learnings into repeatable operating practices. The role will partner closely with Visa Commercial Solutions, Product, Technology, Implementation, Client Services, Sales, Finance and regional teams. Role Scope: Lead an integrated team covering client implementation, onboarding, stabilization and ongoing support. Oversee a portfolio of concurrent client implementations and support activities with competing priorities and dependencies. Act as a senior client and internal escalation point while engaging the appropriate higher level support teams when specialized intervention is required. Execute the service transformation roadmap and recommend enhancements based on client feedback, operational insights and pilot results. Support revenue growth and service profitability through delivery discipline, commercial awareness and scalable operations. Build an AI first culture that uses automation, analytics and knowledge management responsibly to improve outcomes. Key Responsibilities: Service Delivery and Operational Leadership: Lead day to day delivery of Visa Spend Clarity On Behalf Of Services across onboarding, implementation, go live support, stabilization and business as usual support. Create clear accountability across the client lifecycle by connecting implementation and technical support activities within a single operating rhythm. Establish and maintain service standards, operating procedures, service levels, quality controls, escalation paths, decision rights and governance routines. Own performance across implementation timelines, service levels, issue resolution, client experience, quality, productivity, capacity and cost to serve. Translate service commitments and commercial agreements into practical workflows, staffing plans, controls and performance expectations. Manage delivery across regions and time zones while accommodating legitimate client, market and regulatory requirements. Provide leadership coverage outside standard business hours when required for critical client issues, major implementations, go-lives and service escalations. Lead service reviews and use operational data to identify emerging risks, capacity gaps, recurring demand and opportunities for improvement. Ensure accurate documentation, disciplined follow through and appropriate closure of client and operational commitments. Client Onboarding and Implementation: Lead the end to end onboarding and implementation of Visa Spend Clarity solutions for issuers and their corporate customers. Partner with clients to confirm business requirements, scope, selected capabilities, technical dependencies, delivery timelines, readiness criteria and success measures. Oversee implementation planning, requirements gathering, configuration, testing, training, go live readiness, launch, stabilization and transition to ongoing support. Manage a portfolio of concurrent implementations using clear milestones, ownership, dependencies, risks and communication plans. Coordinate implementation leads, product specialists, technical teams, processors, client stakeholders and other delivery partners. Identify delivery risks early and implement recovery actions when requirements, timelines, resources or technical dependencies are at risk. Improve time to value by simplifying intake, reducing avoidable handoffs and standardizing repeatable implementation activities. Ensure that implementations meet agreed quality, control and client experience expectations before progressing through readiness gates. Technical Support, Issue Resolution and Escalation: Lead the delivery of functional and technical support for Visa Spend Clarity clients, issuers and corporate administrators throughout the client lifecycle. Establish clear support processes, ownership, service levels and communication standards across implementation, stabilization and business as usual support. Ensure the team effectively resolves user access requests, configuration questions, platform inquiries, operational issues and common technical support cases within its authorized scope. Assess issue severity, business impact, client risk and urgency to determine when an issue must be escalated to higher levels of technical support, Product, Engineering, Infrastructure, Cybersecurity or established major incident processes. Ensure timely, accurate escalation with documented symptoms, troubleshooting completed, business impact, client context and required next action. Coordinate with specialist teams through resolution while maintaining clear ownership of client communication, follow up and service recovery. Serve as a senior escalation point for client impacting issues without replacing the formal incident manager or accountable technology owner. Ensure clients, issuers and internal stakeholders receive appropriate updates during significant issues and service disruptions. Partner with Product and Technology teams to support root cause analysis, corrective actions and long term improvements when systemic issues are identified. Build knowledge management practices that capture recurring issues, known errors, resolutions, workarounds and implementation learnings. Monitor support demand, aging cases, escalation patterns and client feedback to identify opportunities for prevention, automation, self service and AI enabled support. Support release readiness, migrations, hypercare and material platform changes with proactive communication and stabilization planning. Client and Stakeholder Leadership: Build trusted relationships with issuers, corporate clients, Visa Commercial Solutions, regional Client Services, Product, Technology and other partners. Act as a senior operational contact during implementations, service reviews, critical escalations and recovery activities. Communicate complex operational and technical matters clearly to technical and nontechnical audiences. Set realistic expectations and provide transparency on progress, risks, dependencies, decisions and recovery actions. Represent client and user needs in product, service design and process improvement discussions. Influence across a complex matrix and create alignment when ownership, priorities or incentives differ. Commercial and Revenue Enablement: Support the growth and profitability of the service through effective operational management, strong client outcomes and disciplined delivery. Understand service scope, client agreements, service