Senior Manager, Client Service
Tink
Customer Service
Singapore
Posted on May 19, 2026
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
Team Summary
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. We are dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll create impact at scale – tackling meaningful challenges, growing your skills, and seeing your contributions influence lives around the world. Join Visa and do work that matters to you, your community, and the world. Progress starts with you.
The Service Management team plays a critical role within the Visa Direct Network and Operations (VDNO) support model, shaping how Visa delivers reliable, scalable, and client centric service across the global Visa Direct portfolio. The team partners closely with Product, Technology, Operations, Risk, and Commercial stakeholders to ensure Visa Direct solutions deliver strong client outcomes, operational resilience, and consistent service excellence across markets.
What a Senior Client Service Manager Does At Visa
The Senior Client Service Manager is a people leader within the AP Money Movement Client Success team, accountable for leading the Service Management function, developing high-performing teams, and delivering a best‑in‑class client experience across assigned global, enterprise and strategic clients in AP.
This role combines people leadership, service strategy, and hands-on client ownership. The Senior Client Service Manager directly manages and develops Client Service Managers and Analysts, while also carrying individual accountability for a select portfolio of strategic, complex, or enterprise clients. Through data‑driven insight, proactive service leadership, and cross‑functional partnership, the role ensures clients achieve stability, value realization, and continuous improvement throughout the post‑go‑live lifecycle.
Operating within Visa Direct’s globally integrated support model, the role partners closely with regional and global Product, Technology, and Operations leaders to continuously evolve service management frameworks, scale best practices, and ensure consistent service delivery standards worldwide.
The ideal candidate is a proven leader and practitioner – equally comfortable coaching and developing teams, influencing senior internal and client stakeholders, and personally leading critical client engagements and escalations.
What We Expect Of You Day-to-day
Lead Service Excellence at Scale (People, Portfolio & Governance)
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
What you will need:
As a Senior Client Service Manager, you will play a pivotal role in shaping how Visa Direct delivers service at scale. Operating at the intersection of clients, people, and platforms, you will directly influence service quality, client trust, talent development, and the long‑term resilience of one of Visa’s fastest‑growing businesses.
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Visa is an EEO Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
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
Team Summary
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. We are dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll create impact at scale – tackling meaningful challenges, growing your skills, and seeing your contributions influence lives around the world. Join Visa and do work that matters to you, your community, and the world. Progress starts with you.
The Service Management team plays a critical role within the Visa Direct Network and Operations (VDNO) support model, shaping how Visa delivers reliable, scalable, and client centric service across the global Visa Direct portfolio. The team partners closely with Product, Technology, Operations, Risk, and Commercial stakeholders to ensure Visa Direct solutions deliver strong client outcomes, operational resilience, and consistent service excellence across markets.
What a Senior Client Service Manager Does At Visa
The Senior Client Service Manager is a people leader within the AP Money Movement Client Success team, accountable for leading the Service Management function, developing high-performing teams, and delivering a best‑in‑class client experience across assigned global, enterprise and strategic clients in AP.
This role combines people leadership, service strategy, and hands-on client ownership. The Senior Client Service Manager directly manages and develops Client Service Managers and Analysts, while also carrying individual accountability for a select portfolio of strategic, complex, or enterprise clients. Through data‑driven insight, proactive service leadership, and cross‑functional partnership, the role ensures clients achieve stability, value realization, and continuous improvement throughout the post‑go‑live lifecycle.
Operating within Visa Direct’s globally integrated support model, the role partners closely with regional and global Product, Technology, and Operations leaders to continuously evolve service management frameworks, scale best practices, and ensure consistent service delivery standards worldwide.
The ideal candidate is a proven leader and practitioner – equally comfortable coaching and developing teams, influencing senior internal and client stakeholders, and personally leading critical client engagements and escalations.
What We Expect Of You Day-to-day
Lead Service Excellence at Scale (People, Portfolio & Governance)
- Lead, coach, and develop a team of Client Service Managers and Analysts, setting clear expectations, objectives, and service standards.
- Build a strong service culture centred on accountability, collaboration, continuous improvement, and client‑first thinking.
- Provide ongoing performance management, mentoring, and career development, building bench strength and succession within the Service Management function.
- Be accountable for service delivery outcomes across the portfolio, ensuring consistent execution against agreed operational KPIs, SLAs, and regulatory expectations
- Define, evolve, and scale service management processes, governance, and tooling to support the growth and increasing complexity of the Visa Direct portfolio.
- Act as the senior escalation authority for key issues, or material client risks, ensuring fast, coordinated decision‑making across regional and global teams.
- Ensure service operations adhere to Visa’s risk, compliance, and control frameworks, proactively identifying and mitigating operational and regulatory risk.
- Serve as the senior point of accountability for a select portfolio of global, enterprise, or strategically critical clients, owning end‑to‑end service performance and client experience post go‑live.
- Act as a trusted advisor to senior client stakeholders, proactively communicating service performance, risks, incidents, and improvement plans.
- Lead elevated client issues and resolution efforts where client impact, regulatory exposure, or reputational risk is heightened
- Partner closely with Sales, Product, Technology, Operations, Risk, and Compliance leaders to support renewals, expansions, and strategic initiatives.
- Act as the “voice of the client”, influencing product roadmaps, operational priorities, and long‑term service investments.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
What you will need:
- 12+ years of experience in Client Success, Service Management, or Client Support within payments, fintech, or financial services, with demonstrated progression into senior or leadership roles.
- Proven people leadership experience, including managing, coaching, and developing client‑facing service teams in matrixed environment.
- Strong understanding of global money movement ecosystems, including non‑card networks, real‑time payments, or cross‑border flows.
- Demonstrated ability to lead complex, enterprise-level client engagements while maintaining oversight of service delivery across a broader portfolio
- Experience working closely with risk, compliance, legal, and control functions within regulated environments.
- Exceptional critical thinking and judgment, with the ability to balance speed, client outcomes, risk, and long‑term sustainability.
- Strong communication and stakeholder management skills, with the ability to distil complexity into clear, compelling narratives for senior internal stakeholders and clients
- Demonstrated success influencing across highly matrixed, global organizations.
- Proficiency in any Asian languages is an advantage for broader regional client engagement.
- Bachelor’s Degree
- Experience with Visa Direct, Visa Payments Limited, Currencycloud, or similar cross border / RTP money movement platforms.
- Experience leading service management or service delivery functions
- Experience driving service transformation initiatives, including operating model evolution, standardization, or scale-related change across regions/
- Familiarity with tools such as Slack, Salesforce, MS Dynamics, and Zendesk.
As a Senior Client Service Manager, you will play a pivotal role in shaping how Visa Direct delivers service at scale. Operating at the intersection of clients, people, and platforms, you will directly influence service quality, client trust, talent development, and the long‑term resilience of one of Visa’s fastest‑growing businesses.
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Visa is an EEO Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.