Job Description You will be considered the functional expert for their clients processing and operational business. In addition, the key responsibilities outlined below for this role as part of the UKI Client Services Client Success team. Takes ownership & accountability for the overall client services experience for a set of assigned Merchants across Europe, to develop and maintain strong relationships with merchants, acting as their primary point of contact for all Visa-related inquiries and support. Liaise and collaborate across Visa to ensure their client’s needs are understood. To coordinate, communicate and govern client readiness for mandates, enterprise, and market initiatives, including, but not exclusive to Business Enhancements, and with a particular focus on where mandates apply to acquirers that merchants also need to act upon – to ensure the collective Visa ecosystem is aligned and within compliance Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules and transaction research. Act as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support. Noting that often for merchants this will require alignment with acquirers and to reach across the ecosystem and market that merchants may need to drive Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner whilst managing costs and increasing overall transaction performance (including authorization, usage, clearing & settlement, back-office processing) and then providing insights and recommendations for improvement. Represent complex customer change requests, system or operational requirements negotiate and manage expectations internally and externally. Gather feedback from merchants and collaborate with internal teams to enhance Visa's offerings and address any gaps. Stay current with the latest local market trends, payment processing trends, Visa solutions and technologies to provide a great Client experience and generate new sales leads as solutions to identified client pain points. Identify and analyse processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems. Provide training and ongoing support to merchants, helping them maximize the use of Visa's products and services. Develop contribute to client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and or upcoming changes to ensure client readiness and service compliance. Partner with merchant sales, product and business development teams to identify additional business opportunities. Perform ongoing proactive operational reviews with client to include billing and transaction processing, identifying, and discussing opportunities to make improvements, including the preparation of regular reports on merchant performance, satisfaction, and any issues, sharing insights with relevant stakeholders. Crisis management – To disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan). Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products. Ensure Client operational goals and success metrics for their overall Visa product landscape are understood. Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased. Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools. Lead periodic operational reviews with clients and Visa stakeholders at market regional or global level (as applicable). Act, on an ad-hoc and as needed basis for applicable clients, as the escalation point for managing significant issues and major incident crisis responses. Proactively identify and drive opportunities to optimize client performance by monitoring client performance and liaising with specialist Visa teams as needed. As applicable, coordinate with global, regional and or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver a consistent operational relationship experience. Delivering Operational Resilience Support - to disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan). This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.