James Lewis
Melbourne
Summary
Results-driven professional Relationship Manager specializing in strategic relationships, account growth, and managing diverse complex payment solutions. Demonstrated success in effectively managing large prepaid card clients, utilizing data-driven decision making, and overseeing project management. Adept at delivering exceptional customer satisfaction, fostering global collaboration, and thriving in a team-oriented environment. With 15 enriching years in Australia, excited to return to the UK and continue journey in the payments industry. Seeking an opportunity to contribute to a company where skills can be further developed and a meaningful difference can be made.
Overview
25
25
years of professional experience
Work History
Account Manager
Mastercard
01.2023 - 04.2025
- Managed the strategic relationship supporting Australia Post’s four prepaid card programs, which were sold in a network of 4,200 Australian retail locations
- These programs included a multi-currency Travel Card, a Gift Card, and an Everyday Card, each with different revenue structures
- Additionally, I played a key role in launching a Digital Gift Card in market
- My role required flexibility and encompassed product management, implementing technical enhancements, executing marketing promotions, budget and financial reporting, forecasting, incident management, data-driven decision making, gathering business requirements, operational support, monitoring compliance and escalation management
- Recently completed a project that involved distributing 8,000 reward gift cards to over 700 stores as part of Australia Post’s reward and recognition program
- Achieved a 10% year-on-year increase in sales and launched new products and services such as Digital Gift and Mastercard Travel Rewards
- Led multiple projects, including the launch of two new themed Gift Cards, which generated an additional 10% in sales, and created training videos for the network, increasing employee engagement and sales
- Optimized API integration with client’s systems to ensure seamless transaction processing across multiple platforms
- Collaborated with technical teams to resolve API integration issues and enhance the overall customer experience
- Worked with the client and fulfillment team to ensure appropriate stock levels by utilising data for decision making
- Ensured the highest levels of customer satisfaction for the client and cardholders by working closely with the contact center
- Led a customer forum initiative to drive and implement improvements
- Oversaw marketing activities, including the introduction of the first Mastercard-themed sponsorship assets
- All accomplishments were achieved through fast-paced global collaboration and teamwork, executed according to an endorsed account plan
Senior Relationship Manager
Australian Payments Plus (BPAY)
07.2018 - 01.2023
- Fostered and strengthened relationships at all levels within my financial institution portfolio, including ANZ, NAB, and Bendigo Bank
- Managed solutions across the full product suite: NPP, eftpos, and BPAY
- Increased scheme volume by 10% and introduced new products and services such as API technology, expansion of credit acceptance and BPAY View
- Collaborated with banks’ sales teams to position and sell BPAY products and services
- Project managed several bank implementations, including BPAY View
- Supported cross-functional teams in marketing initiatives, finance, product development, production support, and service delivery
- Utilised data driven decision making to identify areas of mutual opportunity
- Introduced APIs and collaborated with banks on optimal utilisation of the technology
- Provided customer insights and thought leadership, identifying and introducing solutions to address customer pain points
- Executed robust account plans to achieve revenue and transactional growth, customer satisfaction
Commercial Card - Visa Consultant
Westpac
01.2017 - 07.2018
- Led initiatives to protect and expand Westpac’s Visa-branded commercial card portfolio
- Collaborated with institutional relationship managers to increase portfolio performance, resulting in a 20% revenue increase
- Showcased the value of commercial card programs to customers by increasing visibility of company spend, identifying working capital efficiencies, and improving reconciliation processes
- Supported Westpac’s internal bid management team, contributing to the successful acquisition of new customers and achieving annual goals and targets for customer acquisition and retention
- Seconded to Westpac’s VIC Gov team, which became the largest account in the commercial card program
Account Director, Merchant Sales and Solutions
VISA
07.2015 - 01.2017
- Managed key strategic merchants, including Coles, Australia Post, and Telstra, contributing over $20 billion in payment volume to the Australian business
- Provided cross-functional relationship management and thought leadership
- Supported the NAB Acquiring team by integrating the best of VISA into their business
- Collaborated with product, risk, sales, and operations teams to embed Visa within clients’ payment strategies and deepen partnerships across various functions
- Managed a co-brand prepaid card portfolio, achieving annual payment volume targets and negotiating three strategic merchant agreements, ensuring
Senior Account Manager, Strategic Alliance
VISA
09.2012 - 07.2015
- Led the integration of CyberSource, Payment Gateway within ANZ (local bank), successfully negotiating and executing contracts, which led to a 30% month-on-month transaction growth and surpassed revenue targets
- Delivered thought leadership on eCommerce and fraud trends, collaborating closely with global product and sales teams to ensure top-tier offerings and comprehensive product knowledge
- Executed the first reseller partnership agreement in Asia Pacific and launched Authorize.Net in Australia, enhancing payment solutions for small business merchants
Senior Account Manager
Transaction Network Services
10.2011 - 09.2012
- Managed key accounts including Bendigo Bank, First Data, Suncorp, and Citibank, developing and executing tailored account plans to meet customer needs
- Achieved significant revenue growth by winning high-value business and re-signing a major customer with guaranteed minimums
- Delivered to company objectives and took on additional responsibilities for payment gateway customers, enhancing service offerings
Senior Account Manager
Transaction Network Services
10.2007 - 09.2011
- Providing relationship management to a portfolio of customers
- Managing the delivery of POS connectivity and ATM processing services within the payments industry
Account Director
Vocalink
04.2002 - 10.2007
- Providing relationship management to a portfolio of independent ATM deployers
Account Support
LINK Interchange
07.2001 - 04.2002
- Supported the Account Manager’s on their account portfolios
Computer Operator
LINK Interchange
09.2000 - 07.2001
- Technical role based in the operations bridge
Education
Bachelors Degree 2:1 - Business Administration
University of Huddersfield
01.2000
Advanced Diploma - Business and Finance
Harrogate College
01.1997
Skills
- Relationship Building
- Growing Revenue
- Teamwork
- Global Collaboration
- International Experience
- Account Planning
- Customer Service
- Managing Projects
- Managing Complex Solutions
Timeline
Account Manager
Mastercard
01.2023 - 04.2025
Senior Relationship Manager
Australian Payments Plus (BPAY)
07.2018 - 01.2023
Commercial Card - Visa Consultant
Westpac
01.2017 - 07.2018
Account Director, Merchant Sales and Solutions
VISA
07.2015 - 01.2017
Senior Account Manager, Strategic Alliance
VISA
09.2012 - 07.2015
Senior Account Manager
Transaction Network Services
10.2011 - 09.2012
Senior Account Manager
Transaction Network Services
10.2007 - 09.2011
Account Director
Vocalink
04.2002 - 10.2007
Account Support
LINK Interchange
07.2001 - 04.2002
Computer Operator
LINK Interchange
09.2000 - 07.2001
Bachelors Degree 2:1 - Business Administration
University of Huddersfield
Advanced Diploma - Business and Finance
Harrogate College
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