Client and Network Queries Manager

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 seeking a Client & Network Manager to join Visa Payments Limited team, part of Visa’s Money Movement Solutions business.  

What a Client and Network Queries Manager does at Visa:  

The Manager within the Client & Network Partner Queries is responsible for working alongside the Compliance Leadership team, assisting with coaching and supporting the delivery, maintenance and improvement of the compliance-risk control framework. 

The compliance-risk control framework includes financial crime compliance and regulatory compliance.  

The core responsibilities for this role are as follows:  

• Providing leadership and direction to the compliance team and direct reports specifically, through regular engagement around Group Compliance and individual objectives and deliverables 

• Allocating work and setting delivery expectations using objective setting within the professional development / appraisal process 

• Identifying training / skill-set requirements and coaching direct-reports 

• Delegate and prioritise workload, setting delivery expectations with oversight and guidance 

• Oversight to ensure SLAs and deadlines at met 

• Deal with escalations from Network Partners, assist in understanding their regulatory requirements and implement the appropriate controls to mitigate internal/external concerns 

• Deal with escalations from case analysts 

• Ensuring client queries are actioned within a defined SLA 

• Assist monitoring and screening teams in the review of new controls/rules at periodic review, consideration risk, relationship and service 

• Produce and develop management information in alignment with regulatory and internal policy/risk expectations 

• Identify trends, and use data to suggest improvements to effectively resolve service issues 

• Provide demonstrations of the VPL business, our product and internal control framework to internal and external stakeholders 

• Identify and internally escalate actual or suspected financial crime incidents 

• Ensuring clients are within legal parameters and not undertaking ML or prohibited activities  

• Conducting and/or overseeing compliance monitoring reviews and audits 

• Develop and maintain relevant procedures and tools. 

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. 

Qualifications

What you will need:   

• 7+ years of relevant experience in financial crime compliance, risk, or a related financial services environment, ideally within the financial services, payments or fintech industry. 

• 2+ years’ people management or team leadership experience, with a practical coaching style and the confidence to support, challenge and develop analysts in a high-volume environment. 

• Strong analytical and risk-based decision-making skills, with the ability to review complex information, identify key risk indicators and reach balanced, well-reasoned conclusions. 

• Excellent communication and influencing skills, with the ability to explain risk and control clearly to stakeholders at different levels of seniority and externa clients (facing clients experience) 

• Strong organisation and prioritisation skills, with the ability to manage competing deadlines, operational pressures and stakeholder expectations without compromising quality or control. 

• High attention to detail and strong written documentation skills, with the ability to produce clear, concise and audit-ready rationale for decisions, approvals and escalations. 

• Collaborative and pragmatic working style, with the ability to build trusted relationships across commercial, operational, risk, compliance and network partner teams. 

• Continuous improvement mindset, with curiosity, resilience and the ability to identify practical ways to improve controls, efficiency, consistency and team ways of working. 

Preferred qualifications and experience: 

• Bachelor's degree in business, Finance, Law or a related field, or equivalent practical experience. 

• Relevant financial crime or compliance certification, such as CAMS, CFE or equivalent, is desirable. 

• Experience supporting procedure governance, control testing, audit responses, regulatory requests or financial crime remediation activity is desirable. 

• Experience supporting system enhancements, process automation or workflow improvement initiatives is desirable

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.