Job Description

The Client Service Manager is responsible for ensuring best in class client experience - through proactive actions from data driven insights, leading cross-functionally on fast issue resolution and continually enhancing client relationships across the CEMEA region

The ideal candidate blends client success leadership, service delivery discipline, and deep operational expertise, ensuring every Visa Direct client realizes value, stability, and continuous improvement throughout the lifecycle.

Key Responsibilities:

• Maintain strong, trusted client relationships post‑go‑live, ensuring Visa Direct performs reliably and meets jointly agreed operational KPIs and SLAs.
• Serve as the primary escalation point for BAU client issues, incidents, and service inquiries, ensuring fast, coordinated resolution across global teams.
• Act as the 'voice of the client', driving enhancements to service processes, policies, and toolin...