Senior Client Care Consultant

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Within Client Care, in the GPM (Global Partner Management) team, the Senior Vendor Management Consultant is accountable for the end‑to‑end, in‑life management of strategic third‑party suppliers delivering issuer‑facing services on behalf of Visa. These services may include, but are not limited to, concierge services, cardholder benefits, promotions, and other value‑added services supporting affluent cardholder programs.

The role owns supplier outcomes across operational performance, commercial results, risk, compliance, and issuer confidence, leveraging data‑driven and AI‑enabled insights to improve efficiency, strengthen oversight, and support timely, well‑informed decision‑making. Acting as Visa’s senior supplier owner, the role ensures suppliers consistently deliver against contractual obligations while driving continuous improvement and long‑term value.

The role will require extensive interaction across multiple cross-functional areas, such as outsourced contact centers, Product, Sales/Account Management, Sourcing, Compliance, and Legal.  This candidate will work closely with Product team and include liaison work between suppliers and product/program owner, to ensure we meet the needs of clients, merchants, and customers.  This includes escalation support, program administration, program expertise, research and analysis for operational issues, and overall program operational performance from a business perspective. 

The position requires the ability to use prior vendor operations management, account management and program management strong experience

Specific responsibilities include:

End‑to‑End In‑Life Supplier Ownership & Governance

• Act as the primary and ultimate owner for assigned third‑party suppliers throughout the in‑life contract phase.
• Lead supplier governance frameworks, including operational reviews, escalation paths, and executive‑level forums.
• Chair supplier governance meetings and act as Visa’s senior escalation point for supplier performance or delivery failures.
• Lead and coordinate input from Vendor Management Consultants and other operational roles to ensure holistic supplier oversight.
• Maintain senior, trust‑based relationships with supplier leadership teams aligned to Visa and issuer objectives.

Supplier Performance Accountability (SLA / KPI / Quality)

• Hold ultimate accountability for supplier performance against contractual SLAs, KPIs, and service expectations.
• Ensure robust performance measurement, reporting, and trend analysis is in place, leveraging automated and AI‑enabled reporting and analytics where appropriate.
• Identify emerging risks, systemic issues, and performance trends, drive corrective action and remediation plans through to closure.
• Enforce contractual remedies, including service credits, penalties, and improvement commitments, where required.
• Ensure supplier delivery consistently supports positive issuer and cardholder experience by assessing whether complaints originate from supplier performance issues or internal process gaps, and by identifying and agreeing an appropriate resolution with the supplier. Apply a bespoke or standardized complaint‑handling approach based on the root cause, the party raising the complaint (cardholder or issuer), and the issue’s sensitivity and impact

Commercial & Contractual Accountability (In‑Life)

• Own in‑life commercial outcomes for assigned suppliers, including cost‑to‑serve, value realization, and financial performance.
• Act as senior decisionmaker for commercial topics such as pricing disputes, invoice escalations, and contractual interpretation.
• Support commercial decision‑making through AI‑enabled analysis of cost, volume, and performance data, improving accuracy and insight.
• Partner with Sourcing, Legal, and Finance on contract changes, renewals, and scope adjustments.
• Identify and drive opportunities to improve commercial efficiency, scalability, and long‑term value.

Third‑Party Risk, Compliance & Resilience Ownership

• Maintain senior oversight and accountability for third‑party risk, including operational, regulatory, data, information security, and subcontractor risk.
• Partner with Product, Risk, Compliance, Legal, and Sourcing to ensure suppliers meet Visa policies and regulatory obligations.
• Own supplier audit responses, assurance activities, and remediation commitments.
• Ensure supplier business continuity and disaster recovery arrangements are robust, tested, and fit for purpose.
• Lead supplier‑related incident management, including post‑incident reviews and preventative action plans.

Issue, Incident & Escalation Management

• Act as the escalation owner for supplier‑related issues impacting service delivery or issuer confidence.
• Lead structured incident resolution, root cause analysis, and long‑term preventative actions.
• Ensure timely, transparent communication with internal stakeholders and issuer‑facing teams.
• Make risk‑based decisions during incidents to protect Visa, issuers, and cardholders.

Issuer & Senior Stakeholder Engagement

• Serve as a key senior interface between Visa, issuers, and suppliers for in‑life service delivery.
• Translate supplier performance, risk, and commercial outcomes into issuer‑relevant insights.
• Work closely with Product, Client Services, Sales, Technology, Finance, Legal, and Compliance teams.
• Represent supplier performance and risk posture in senior internal forums when required.

Continuous Improvement & Operational Excellence

• Drive continuous improvement across supplier delivery, service quality, and operational maturity.
• Support transition of new services into Steady State operations, ensuring governance and accountability are embedded.
• Contribute operational expertise to program enhancements, service expansions, and new initiatives.

Digital & AI Enablement

• Champion the use of digital, data‑driven, and AI‑enabled capabilities to improve the efficiency, scalability, and effectiveness of in‑life supplier management.
• Leverage automation and AI‑supported insights to enhance supplier performance monitoring, commercial oversight, risk identification, and issue prioritization.
• Use intelligent reporting and analytics to identify trends, emerging risks, and improvement opportunities across supplier performance, cost‑to‑serve, and service quality.
• Partner with internal technology, data, and operations teams to ensure AI‑enabled tools are adopted responsibly and aligned with Visa’s governance, risk, and compliance standards.
• Encourage suppliers to adopt appropriate digital and AI‑enabled practices that improve service resilience, transparency, and operational maturity.
• Ensure the use of AI supports better decision‑making and proactive management, rather than replacing accountability or judgement.

This is a hybrid position. This requires 3 days per week attendance in the office. Days in the office will be confirmed by your Hiring Manager