Compliance officer

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