Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.
Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.
Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.
Position Summary
The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.
Job Scope
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.
Responsibilities
- Provide implementation project management support to Visa client institutions and processors in assigned region to ensure customer expectations are exceeded.
- Coordinate directly with customers to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without customer impact.
- Report customer project accomplishments and deliverables to management monthly.
- Review and approve staff card program changes and trend opportunities for department development.
- Manage non-routine, complex processing and change requests, as well as short term tactical and strategic customer initiatives.
- Act as the Project Lead for various initiatives - both internal and external - using Project Management best practices and skills.
- Proactively identify operational opportunities to increase service quality or efficiency.
- Build and enhance positive working relationships with key Visa client institutions, processors and internal stakeholders.
- Assess operational opportunities to increase service quality or efficiency.
- Prepare and maintain detailed project plans, status reports, and issues logs.
- Represent customer system and operational requirements to internal Visa organizations.
- Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Coordinate internal Visa resources to ensure delivery on commitments.
Qualifications
- Bachelors/Degree or equivalent experience.
- Typically requires a minimum of 8+ years experience in a customer support role in software, financial or information services.
- Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
- Excellent time management, organization, and planning skills are essential.
- Ability to comprehend and translate complex technical issues and apply to business solutions.
- Able to set priorities, influence others, and manage customer expectations.
- Demonstrated success in customer relationship management.
- Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Strong project management skills required.
- Demonstrated ability to articulate complex technical terms or processes into business language.
Preferred requirements:
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Prepaid Industry Experience Preferred
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Processing Industry Experience Preferred
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Exhibits strong Project Management Skills
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Exhibits the ability to act as a Lead or Mentor for others
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Process improvement driven
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Proven ability to elevate knowledge as a SME of processes, services, industry regulations, technical aspects etc.
Please note the focus of work will be on the Prepaid Industry. Position centers around Project Management phases of the following:
1. Scope Review
2. Requirements Gathering
3. Documentation/Collection/Submission of Requirements to Build Phase
4. Monitoring of Build Phase into Testing Phase
5. Monitoring of Testing Phase into Launch/Pilot Phase
6. Use of Standardized Tools
7. Documented Plan as well as documented Progress
Please apply here.
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