Analyst, Client Service Management
Tink
IT, 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 Client Service Management Analyst Does At Visa
The Client Service Management Analyst is responsible for supporting and managing service delivery for an assigned portfolio of clients, with a focus on post‑go‑live service stability, issue resolution, and operational excellence.
Operating as part of the Service Management function within AP Money Movement Client Success team, this role combines direct client ownership, hands‑on service execution, and cross‑functional collaboration. The Client Service Management Analyst acts as a service management and escalation point for assigned clients, ensuring issues are addressed appropriately and client outcomes are met, while standard client support channels remain the primary entry point for day-to-day operational support.
This role will initially focus on providing service management support for Currencycloud clients within the Greater China portfolio. Over time, and in line with business needs and development opportunities, the scope of responsibility will expand to include Visa Direct Account and Wallet solutions across a broader regional or global client base, providing expanded exposure across Visa’s money movement product suite.
What We Expect Of You Day-to-day
Qualifications
What you will need:
As a Client Service Management Analyst, you will play a key role in supporting the success and stability of Visa Direct clients across the region. You will gain hands-on experience managing live client accounts, supporting issue and incident response, and contributing to service improvement initiatives within one of Visa’s fastest-growing businesses – building a strong foundation for future growth within Client Service Management.
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 Client Service Management Analyst Does At Visa
The Client Service Management Analyst is responsible for supporting and managing service delivery for an assigned portfolio of clients, with a focus on post‑go‑live service stability, issue resolution, and operational excellence.
Operating as part of the Service Management function within AP Money Movement Client Success team, this role combines direct client ownership, hands‑on service execution, and cross‑functional collaboration. The Client Service Management Analyst acts as a service management and escalation point for assigned clients, ensuring issues are addressed appropriately and client outcomes are met, while standard client support channels remain the primary entry point for day-to-day operational support.
This role will initially focus on providing service management support for Currencycloud clients within the Greater China portfolio. Over time, and in line with business needs and development opportunities, the scope of responsibility will expand to include Visa Direct Account and Wallet solutions across a broader regional or global client base, providing expanded exposure across Visa’s money movement product suite.
What We Expect Of You Day-to-day
- Act as the service manager for a portfolio of clients, overseeing service outcomes post‑go‑live and serving as a secondary escalation point when issues raised via standard channels are not resolved within expected timelines or quality standards.
- Develop and maintain strong subject‑matter understanding of how assigned clients use Visa Direct and Currencycloud solutions to support effective service management and issue oversight.
- Monitor service dashboards, transaction flows and other data insights to identify risks, issues, or anomalies that may impact client experience.
- Oversee and support investigation of client issues and incidents, coordinating with Product, Technology, Operations, Risk, and Compliance teams to drive timely and effective resolution.
- Proactively communicate service updates, performance metrics, and escalation progress, escalating appropriately based on severity, risk, or complexity.
- Support elevated client issues and resolution efforts and ensuring clear documentation and consistent follow‑through.
- Maintain accurate service documentation support transparency and operational continuity.
- Identify recurring issues or client feedback trends and surface insights to team leaders to drive continuous service improvement.
- Build strong, collaborative partnerships with Account Management and other internal stakeholders to ensure aligned client outcomes.
Qualifications
What you will need:
- 5+ years of experience in Client Success, Service Management, Client Support or a related role within payments, fintech, or financial services
- Experience managing direct client interactions or owned accounts, preferably in a post-implementation or BAU support context
- Strong analytical and problem‑solving skills, with high attention to detail and execution discipline.
- Strong written and verbal communication skills, with the ability to explain issues and outcomes clearly to clients and internal teams.
- Ability to collaborate in cross‑functional, matrixed environments and escalate issues appropriately.
- Proficiency in Mandarin Chinese is required
- Bachelor’s Degree
- Experience with Visa Direct, Visa Payments Limited, Currencycloud, or similar cross border / RTP money movement platforms.
- Exposure of FX (Foreign Exchange) and Collections concepts and processes
- Exposure to SWIFT messaging standards and understand the core message types and usage
- Experience supporting clients across Greater China
- Detail‑oriented with the ability to analyse service performance and client satisfaction, and implement practical, sustainable improvements that enhance client experience or reduce operational overhead.
- Comfortable managing and influencing internal/external stakeholders in dynamics environments
- Strong adaptability and problem‑solving skills in the face of complexity and operational change.
- Familiarity with tools such as Slack, Salesforce, MS Dynamics, and Zendesk.
- Proficiency in additional Asian languages in an advantage
As a Client Service Management Analyst, you will play a key role in supporting the success and stability of Visa Direct clients across the region. You will gain hands-on experience managing live client accounts, supporting issue and incident response, and contributing to service improvement initiatives within one of Visa’s fastest-growing businesses – building a strong foundation for future growth within Client Service Management.
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.