Client Services (CS) provides industry-leading operational support to Visa鈥檚 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鈥檚 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鈥檚 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鈥憈o鈥慹nd, in鈥憀ife management of strategic third鈥憄arty suppliers delivering issuer鈥慺acing services on behalf of Visa. These services may include, but are not limited to, concierge services, cardholder benefits, promotions, and other value鈥慳dded services supporting affluent cardholder programs.
The role owns supplier outcomes across operational performance, commercial results, risk, compliance, and issuer confidence, leveraging data鈥慸riven and AI鈥慹nabled insights to improve efficiency, strengthen oversight, and support timely, well鈥慽nformed decision鈥憁aking. Acting as Visa鈥檚 senior supplier owner, the role ensures suppliers consistently deliver against contractual obligations while driving continuous improvement and long鈥憈erm 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鈥憈o鈥慐nd In鈥慙ife Supplier Ownership & Governance
- Act as the primary and ultimate owner for assigned third鈥憄arty suppliers throughout the in鈥憀ife contract phase.
- Lead supplier governance frameworks, including operational reviews, escalation paths, and executive鈥憀evel forums.
- Chair supplier governance meetings and act as Visa鈥檚 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鈥慴ased 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鈥慹nabled 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鈥慼andling approach based on the root cause, the party raising the complaint (cardholder or issuer), and the issue鈥檚 sensitivity and impact
Commercial & Contractual Accountability (In鈥慙ife)
- Own in鈥憀ife commercial outcomes for assigned suppliers, including cost鈥憈o鈥憇erve, value realization, and financial performance.
- Act as senior decisionmaker for commercial topics such as pricing disputes, invoice escalations, and contractual interpretation.
- Support commercial decision鈥憁aking through AI鈥慹nabled 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鈥憈erm value.
Third鈥慞arty Risk, Compliance & Resilience Ownership
- Maintain senior oversight and accountability for third鈥憄arty 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鈥憆elated incident management, including post鈥慽ncident reviews and preventative action plans.
Issue, Incident & Escalation Management
- Act as the escalation owner for supplier鈥憆elated issues impacting service delivery or issuer confidence.
- Lead structured incident resolution, root cause analysis, and long鈥憈erm preventative actions.
- Ensure timely, transparent communication with internal stakeholders and issuer鈥慺acing teams.
- Make risk鈥慴ased 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鈥憀ife service delivery.
- Translate supplier performance, risk, and commercial outcomes into issuer鈥憆elevant 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鈥慸riven, and AI鈥慹nabled capabilities to improve the efficiency, scalability, and effectiveness of in鈥憀ife supplier management.
- Leverage automation and AI鈥憇upported 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鈥憈o鈥憇erve, and service quality.
- Partner with internal technology, data, and operations teams to ensure AI鈥慹nabled tools are adopted responsibly and aligned with Visa鈥檚 governance, risk, and compliance standards.
- Encourage suppliers to adopt appropriate digital and AI鈥慹nabled practices that improve service resilience, transparency, and operational maturity.
- Ensure the use of AI supports better decision鈥憁aking 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