Compliance officer

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Job Description

Compliance Officer & Senior Manager, Client Services – Visa GIFT City

• Location - GIFT City, Gujarat, India
• Business Function - Compliance, Client Services, Regulatory Governance, Client Implementation, Operational Support
• Level - Senior Manager
• Reports To - Principal Officer & Head – Visa GIFT City Branch
  Dotted-line reporting to India / Regional Compliance, Risk, Legal, Regulatory Affairs, and Client Services Leadership, as applicable.

Role Summary:

The Compliance Officer & Senior Manager, Client Services – Visa GIFT City will serve a dual mandate: acting as the designated Compliance Officer for Visa’s IFSCA-licensed GIFT City entity and leading client services delivery for all Visa GIFT City clients.

This role is designed for a senior professional who can combine regulatory discipline, operational excellence, client-facing execution, and cross-functional leadership. The person will support the Principal Officer in ensuring that Visa’s GIFT City activities are conducted in accordance with applicable IFSCA requirements, internal Visa policies, risk and control standards, and the scope of the entity’s ancillary license.

At the same time, the individual will be responsible for ensuring that GIFT City clients — including banks, payment service providers, fintechs, financial institutions, and other eligible entities — receive high-quality client support across onboarding, implementation, issue resolution, operational readiness, reporting, service reviews, and ongoing relationship servicing.

This role will be critical in building a strong control environment while enabling a seamless client experience for Visa’s GIFT City business.

What the Compliance Officer & Senior Manager, Client Services Will Do:

Compliance Officer for Visa GIFT City Entity:

• Serve as Visa’s designated Compliance Officer for its IFSCA-licensed GIFT City entity.
• Support the Principal Officer in maintaining ongoing compliance with applicable IFSCA regulations, circulars, guidelines, license conditions, and internal governance standards.
• Monitor the GIFT City entity’s activities to ensure they remain within the approved scope of Visa’s ancillary license.
• Maintain a compliance calendar covering applicable regulatory filings, submissions, periodic reporting, renewals, certifications, governance reviews, and internal deliverables.
• Coordinate with Legal, Compliance, Risk, Regulatory Affairs, Finance, Tax, Operations, and Client Services teams to ensure regulatory obligations are understood, assigned, tracked, and completed on time.
• Assist in preparing responses to IFSCA information requests, regulatory inspections, supervisory reviews, internal audits, compliance testing, and governance reviews.
• Ensure accurate maintenance of compliance documentation, records, approvals, licenses, policies, SOPs, client records, filings, and audit evidence.
• Track changes in applicable regulations and coordinate with relevant internal stakeholders to assess impact on Visa’s GIFT City activities.
• Support regulatory change management by helping translate legal and regulatory requirements into operational procedures, controls, checklists, and staff awareness materials.
• Escalate actual or potential compliance breaches, regulatory issues, control gaps, conflicts, and operational risks in a timely and structured manner.
• Help build and maintain a culture of compliance, accountability, documentation discipline, and ethical business conduct across the GIFT City office.

Client Services Leadership for GIFT City Clients:

• Lead client services delivery for all Visa GIFT City clients, including banks, payment service providers, fintechs, financial institutions, and other approved or eligible clients.
• Act as the primary senior client services contact for GIFT City clients, ensuring a consistent, responsive, and high-quality client experience.
• Own operational readiness, implementation coordination, client onboarding support, issue resolution, service reviews, and ongoing client engagement from a servicing perspective.
• Partner with Sales, Product, Technology, Risk, Legal, Finance, Client Implementation, and regional Client Services teams to deliver Visa solutions efficiently and effectively.
• Help clients understand Visa processes, operating requirements, service models, implementation timelines, documentation needs, support channels, and escalation protocols.
• Manage complex client service issues, ensuring timely triage, internal ownership, root-cause analysis, escalation, resolution, and client communication.
• Monitor service performance, client satisfaction, open issues, implementation milestones, operational risks, and service-level trends.
• Conduct periodic client service reviews to discuss operational performance, upcoming initiatives, pain points, risk items, product adoption, and improvement opportunities.
• Serve as the consolidated voice of GIFT City clients for service experience, operational feedback, product usability, process friction, reporting needs, and implementation challenges.
• Drive continuous improvement initiatives to simplify client onboarding, reduce service issues, enhance operational transparency, and improve client satisfaction.

Regulatory, Risk & Control Ownership:

• Support strong risk and control discipline across Visa’s GIFT City operations.
• Ensure Client Services activities are aligned with applicable compliance requirements, internal controls, policies, and risk standards.
• Coordinate with Risk and Compliance stakeholders to provide accurate, timely, and consolidated business inputs across clients, consistent with the governance discipline described in the source JD.
• Own documentation standards, audit readiness, and governance discipline for Compliance and Client Services outputs, consistent with the source JD’s emphasis on documentation, audit readiness, and control ownership.
• Maintain structured evidence for client onboarding, implementation approvals, client communications, issue escalations, service reviews, and regulatory-relevant activities.
• Identify potential operational, compliance, client, reputational, or regulatory risks and coordinate appropriate remediation plans.
• Help establish and maintain standard operating procedures, checklists, controls, and review mechanisms for GIFT City client servicing.
• Participate in internal risk assessments, control reviews, audits, compliance monitoring, and remediation activities.
• Ensure client-related issues with regulatory or compliance implications are escalated promptly to the Principal Officer & and appropriate internal teams.

Client Onboarding, Implementation & Operational Readiness:

• Coordinate onboarding of new GIFT City clients onto Visa products, services, platforms, and operating processes.
• Ensure client implementation plans are clearly documented, agreed, tracked, and governed.
• Partner with Implementation, Product, Technology, Risk, Legal, Finance, and Sales teams to support timely launch of client programs.
• Help manage dependencies related to contracts, technical setup, testing, certifications, documentation, billing setup, operational procedures, and go-live readiness.
• Ensure clients are appropriately educated on operational responsibilities, compliance requirements, processing flows, reporting processes, and service channels.
• Track implementation risks, blockers, delays, dependencies, and escalations.
• Provide regular updates to the Principal Officer, Sales leads, Client Services leadership, and other stakeholders on client implementation status.
• Support post-launch stabilization, early-life support, issue triage, and transition to business-as-usual servicing.

Issue Management, Escalations & Service Excellence:

• Own the end-to-end coordination of client service issues for GIFT City clients.
• Establish clear escalation pathways for operational, technical, product, billing, compliance, and implementation issues.
• Ensure each issue has clear ownership, severity classification, resolution timeline, client communication plan, and closure evidence.
• Partner with regional and global Visa support teams to resolve complex client issues.
• Track recurring issues and drive root-cause analysis to prevent repeat incidents.
• Provide timely and professional client communications during high-impact issues.
• Create dashboards or structured reporting on open issues, aging, service themes, resolution performance, and improvement actions.
• Drive service excellence by improving responsiveness, transparency, accountability, and follow-through.
• Support the development of service playbooks, FAQs, process maps, and internal knowledge repositories for GIFT City servicing.

Business Operations, Reporting & Governance:

• Build and maintain operational dashboards for GIFT City client services, compliance actions, regulatory deliverables, implementation milestones, and issue management.
• Deliver timely, accurate, and actionable updates to the Principal Officer and senior stakeholders.
• Translate client service data, compliance status, and operational trends into clear recommendations and management insights.
• Support strategic initiatives related to service model design, operational readiness, client support infrastructure, regulatory reporting, and process improvement.
• Partner with Sales and Finance teams to support accurate client, contract, billing, service, and implementation inputs.
• Contribute to governance forums including branch operating reviews, client review meetings, compliance reviews, risk/control reviews, and management updates.
• Maintain clear minutes, action logs, decisions, approvals, and evidence for governance meetings.
• Drive consistent use of internal tools for issue tracking, client documentation, implementation tracking, CRM updates, reporting, and operational workflows.

Sales, Product & Cross-Functional Partnership:

• Partner closely with the Principal Officer and Sales teams to support client growth through strong service delivery and operational execution.
• Provide client services input during deal planning, solution design, implementation planning, contract discussions, and client readiness assessments.
• Help identify operational dependencies, client requirements, product limitations, service risks, and implementation complexity early in the sales cycle.
• Work with Product and Solutions teams to provide structured feedback from GIFT City clients on Visa products, implementation requirements, service needs, and market expectations.
• Build strong partnerships across Sales, Finance, Product, Strategy, Risk, Legal, HR, and Client Services, consistent with the source JD’s stakeholder management expectations.
• Support client workshops, onboarding sessions, implementation reviews, service reviews, and operating model discussions.
• Ensure that service commitments are realistic, documented, aligned with Visa capabilities, and operationally executable.

Key Measures of Success:

• Regulatory compliance - Timely filings, no material compliance breaches, strong audit outcomes, complete regulatory records
• License governance - Activities remain within approved license scope, timely escalation of material changes or issues
• Client satisfaction - Improved client feedback, successful service reviews, reduced complaints, strong relationship health
• Implementation delivery - On-time client onboarding, reduced launch delays, clear issue tracking, smooth go-live support
• Issue resolution - Faster resolution times, reduced aged issues, effective escalation management, lower repeat incidents
• Control discipline - Strong documentation, audit-ready records, effective SOPs, clear governance evidence
• Operational excellence - Reduced manual interventions, improved process consistency, better dashboards and reporting
• Stakeholder confidence - Positive feedback from Principal Officer, Sales, Compliance, Risk, Legal, Product, and Client Services teams

Qualifications

Basic Qualifications:

• 8–12+ years of experience in compliance, client services, client implementation, operations, risk, payments, banking, fintech, financial services, or a related regulated environment.
• Experience supporting financial institutions, banks, payment service providers, fintechs, enterprise clients, or regulated entities.
• Strong understanding of compliance, governance, documentation standards, operational controls, issue management, and audit readiness.
• Demonstrated ability to manage client-facing service responsibilities while maintaining strong regulatory and control discipline.
• Experience coordinating cross-functional work across Sales, Product, Risk, Legal, Compliance, Finance, Technology, Operations, and Client Services.
• Strong project management and implementation coordination skills, including action tracking, dependency management, escalation management, and executive reporting.
• Strong analytical capability and comfort using dashboards, reporting tools, CRM systems, service management tools, and Microsoft Office applications.
• Proven ability to translate complex operational or regulatory requirements into practical processes, checklists, SOPs, and client guidance.
• Excellent written and verbal communication skills, with ability to engage senior internal and external stakeholders.
• High integrity, professionalism, sound judgment, attention to detail, and ability to remain effective under pressure.

Preferred Qualifications:

• Prior experience in payments, card networks, digital payments, cross-border payments, acquiring, issuing, processing, fintech platforms, or payment infrastructure.
• Familiarity with GIFT City, IFSCA, IFSC-regulated entities, ancillary services, financial services regulation, or offshore financial center operations.
• Experience acting as or supporting a Compliance Officer, Nodal Officer, MLRO, branch compliance lead, risk/control lead, or regulated entity governance role.
• Experience with client onboarding, certification, implementation, technical support, service reviews, and operational readiness for financial services products.
• Experience in regulatory reporting, compliance monitoring, internal audits, control testing, governance forums, and policy implementation.
• Ability to manage ambiguity in a growing business environment and build processes from the ground up.
• Strong stakeholder network or working familiarity with banks, PSPs, fintechs, and financial institutions operating in or around GIFT City.
• Bachelor’s degree in business, finance, commerce, law, economics, engineering, technology, or a related discipline.
• Professional certifications in compliance, risk, payments, project management, audit, or financial services operations would be advantageous.

Leadership Capabilities:

The ideal candidate will demonstrate:

• Compliance mindset — ability to interpret obligations, track deliverables, maintain evidence, and escalate issues appropriately.
• Client centricity — commitment to delivering a high-quality service experience for GIFT City clients.
• Operational rigor — strong command of process, documentation, governance, controls, dashboards, and follow-through.
• Issue ownership — ability to drive resolution across multiple internal teams and communicate clearly with clients.
• Cross-functional influence — ability to work effectively across Sales, Product, Legal, Risk, Finance, Technology, and Client Services.
• Judgment and integrity — ability to balance client needs, business objectives, regulatory requirements, and Visa’s reputation.
• Structured execution — ability to manage competing priorities, deadlines, implementations, escalations, and compliance obligations.
• Continuous improvement — willingness to simplify processes, improve controls, and enhance service delivery over time.

Candidate Profile:

This role is best suited for a Senior Manager-level professional with experience in payments, banking, fintech, client services, compliance, operations, or risk. The candidate should be comfortable operating in a regulated environment while also being highly client-facing and execution-oriented.

They should be able to support Visa’s GIFT City regulatory obligations, manage client service delivery, coordinate implementation and issue resolution, and build scalable operating processes for a growing business. The ideal candidate will be detail-oriented, commercially aware, service-minded, and confident working with senior clients and internal stakeholders.

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.