About this role
What is it all about?
Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal Partner to product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.
CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
The Sr. Consultant, Service Experience will focus on Visa Government Solutions (VGS) and B2B Travel for an individual contributor responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of these products. This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.
The Sr Consultant provides technical expertise, project management and support to the Visa Government Solutions (VGS) and B2B Travel Client Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client-facing release management, change management, and align external communications. Additionally, this role will partner with Product teams to shape go-to-market strategies and processes and ensure the needs of the Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services. This may include contributing to product roadmaps, enhancement requests, migration plans and creating/coordinating the development of artifacts such as transition plans, implementation guides, training, client communications, FAQs, etc.
This role is expected to be a specialist across the products coming into the regions, working across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations. This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.
What we expect of you, day by day:
Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases. Ensures communication objectives are achieved and unanticipated impacts are mitigatedLiaise with Product and Technology teams to identify transition, support and implementation requirements for product and servicesAs a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionalityCoordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilitiesProvide consulting and technical expertise to structure an effective implementation approachPerform impact assessments to ensure overall effectiveness of the support organizationImplement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)Oversees programs and action plans, aligning efforts of the Client Service Delivery organization with other key Visa stakeholdersManages a suite of projects to deploy and enhance the support model, support capabilities, and client serviceProvide go‑to‑market expertise and project management for global and regional VGS initiativesPartner with Client Services, VGS, VCS, and Technology teams to support or lead programs that drive operational excellence and revenue growthProvide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal. Brings the Voice of the Client to cross-functional teams. Influences prioritization and product roadmapMonitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live. Facilitates release management from a client point of view.Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate partiesSelf-manage operational initiatives, issues, events, special projects, and unique client-driven requestsDrives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needsDevelops and manages a set of KPIs/metrics to track performance of the Client Service Delivery functionProactively identify opportunities and implement recommendations to increase service quality and/or efficiency. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
What we're after...
Hands on experience with cards payments networks, or B2B paymentsFamiliarity with public sector or regulated environments preferredPrevious experience with implementations, client consulting, and client supportExperience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centersProven track record of leading and driving teams to achieve and exceed established goals and objectivesDemonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline. Six Sigma and/or PMP certification preferredDemonstrated experience learning and working with complex, integrated platformsAbility to comprehend and articulate complex technical concepts or processes into layman’s termsSelf-starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective teamExperience managing data migration or integration projectsExperience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS.Knowledge in application programing interfaces (APIs) gateways.Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgmentTrack record of building and maintaining strong business relationships with internal and external stakeholdersStrong understanding of Information Technology, Security, Compliance, and Service Management conceptsHands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutionsExperience building metrics and KPIs that measure operational performanceProven ability to set priorities, meet deadlines, influence others, and manage customer expectationStrong oral and written communicationsProficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.).Experience with data analysis and tools such as TableauDemonstrated Influencing and negotiation skills 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.