
Visa
Senior Client Service Manager (Visa Direct Service Delivery)
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 25/03/2026
Job overview
Date posted
08/02/2026
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Compensation
Comprehensive package
Job description
The Senior Client Service Manager is responsible for delivering best in class client experience across the CEMEA region through proactive, data driven insights, fast issue resolution, and continuous enhancement of client relationships. Operating within Visa Direct’s globally integrated support model, the role partners closely with regional and global product, engineering, operations, and support teams to build, standardise, and enhance Visa Direct service management processes and best practices. The position ensures that Visa Direct clients achieve value, stability, and continuous improvement throughout the service lifecycle by maintaining strong post-go-live relationships, managing BAU service delivery, overseeing transaction processing, connectivity, reporting, and service health, and acting as the primary escalation point for client issues. The role drives adherence to operational KPIs and SLAs, ensures compliance with regulatory, risk, compliance, and control frameworks, and uses service dashboards, alerts, analytics tools, and automation to anticipate issues and elevate service quality. The Senior Client Service Manager also acts as a trusted advisor for Currencycloud service management, contributes to tooling and process design, leads client service prioritisation frameworks, supports global operational excellence, and may provide leadership, coaching, and training to teams in alignment with global standards. The position operates in a regulated, high-stakes payments and fintech environment encompassing global money movement, A2A and account to account fintech, non card networks, and real time payment systems.
Required skills
Key responsibilities
- Maintain strong post-go-live client relationships ensuring Visa Direct meets agreed operational KPIs and SLAs across the CEMEA region
- Serve as the primary escalation point for BAU client issues, incidents, and service inquiries ensuring rapid and coordinated resolution
- Act as the voice of the client to drive enhancements to service processes, policies, and tooling
- Oversee day-to-day BAU performance across transaction processing, connectivity, reporting, and service health using service dashboards and alerts
- Proactively communicate service performance, incident updates, trends, and improvement plans to clients and internal stakeholders
- Lead real-time issue triage within the local time zone coordinating with engineering, operations, product, and global support teams
- Ensure all service delivery processes adhere to regulatory, risk, compliance, and control frameworks
- Lead Currencycloud service management activities including process design, colleague training, and tooling requirements
- Design and enhance client service prioritisation frameworks to maximise resource efficiency, revenue, and client satisfaction
- Experiment with analytics tools, automation, and new operational workflows to continuously elevate service excellence
- Provide leadership, coaching, escalation support, and training to teams in alignment with global standards and regional requirements
Experience & skills
- Possess 8+ years of experience in client success, service delivery, operations, or managed services within payments, fintech, or financial services
- Demonstrate strong understanding of global money movement ecosystems including A2A, account to account fintech, non card networks, and real time payment systems
- Apply expertise in translating operational metrics and client insights into concrete service improvement actions
- Collaborate effectively with risk, compliance, legal, and control functions in regulated environments
- Exhibit experience influencing across matrixed global organisations and working with cross-functional teams
- Demonstrate experience with Visa Direct, Visa Payments Limited, Currencycloud, or similar cross border or RTP money movement platforms
- Show proven success managing BAU operations, incident management, and SLA-driven service delivery in 24/7 environments