As a Senior Customer Success Manager in Visa's ClientSuccess team I work with our clients in operational topics.Primary point of contact for Visa's issuers and acquirers for all of Europe acting as advisor for Visa clients throughout their customer journeyLead On-boarding, presales activities, support sales and product teams and set up and perform product demosHelp clients define objectives and KPIs using benchmarking, data analytics and traffic analytics.Monitor and analyze client usage data to track account health, identify opportunities for improvement and upsellingShare and advise the team on needs and opportunities, update the CRM and prioritize and escalate as neededVoice of the Customer providing monthly Operational reports and Operational reviews

Worked closely with C-level executives to implement strategies, manage cross- functional projects, and ensure smooth day to day operationsensured compliance with company policies and regulationsIdentified areas for improvement and implemented solutionsContributed or led strategic planning and goal setting

Responsible for managing Products as well as Risk Management and compliance operations, including strategy development and implementation, business development strategy, program management and advisory for program implementation. Supported divisional Risk and Compliance managers to analyze and provide follow-up reporting: Remediation & Monitoring

Manage daily departmental production and the achievement of quality service level standards in 24/7 contact center.Responsibilities include delegating and monitoring tasks to staff to ensure quality and service levels are met; coaching team members to achieve highest level of quality; training staff on new skills for advancement opportunities; preparing annual performance appraisals and implement process improvements.

Manage team of 15 to 33 investigative experts examining financial transactions to identify potential fraud and fraud prevention Responsible for vetting networks created through link analysis.Usage of link analysis to identify all avenues of fraud to reduce losses and provide additional Fraud Prevention.

Drive employee engagement through the development of leaders at all levels by assessing leadership gaps via diagnostic tools and one to one coachingPartner with HR leadership team to coordinate formal leadership development as offered by HR to all leadershipContribute to the Sr. Leadership team through the use of assessment tools, one to one feedback and team development sessions