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.