Veterans Preferred - Senior Manager, Visa Direct Client Services Readiness

Military Veterans are Encouraged to Apply.

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.

Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.

The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.

As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.

We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together , let's transform the way the world pays.

Job Description

Client Services provides industry-leading operational support to Visa's clients around the world. Client Serviceworks with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc.

This includes day-to-day operations and product support, back office support and customer performance reporting. 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 like Visa Direct in the market.

Visa Direct Client Services Mission : Through close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders, we ensure the delivery of the essential knowledge, processes, tools, and insights to Client Services that support our clients with the adoption and ongoing success of their Visa Direct business.

The role of the Global Visa Direct Readiness is to act as the liaison between Product and regional Client Servicesteams. To engage early in the product development process in order to provide input into the solution design and development, to define implementation, support requirements, and translate them into Client Service needs to successfully communicate, educate and deploy Visa's products and initiatives to our clients.

The Sr. Manager will be responsible for the Client Services readiness of the Global Visa Direct Product and Ecosystem goals and initiatives including developing Cross Border Receive network, Enhancing Client Onboarding and launch models and Evolving the Risk and Compliance models / standards through new tools / enhancements.

The Sr. Mgr will collaborate with regional Readiness and GBO leads to collect feedback from Client Service stakeholders as well as clients to ensure continued improvement to processes and products.

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify creative solutions.

Essential Functions

  • Develop strong partnership with Global Visa Direct Ecosystem and Product Development team
  • Regularly engage Client Service Readiness and GBO stakeholders to keep them abreast of Product initiatives, but also gain their input on defining the best path forward for implementation and support (Global and regionally)
  • Maintain a continuous path of global communication to provide timely feedback to Product
  • Develop necessary documentation to educate Client Service and to ensure they have the needed artifacts to educate execute the strategy with the clients
  • Maintain repository of artifacts for Client Service teams
  • Identify / Prioritize key product needs, dependencies with regions, define success measures and track status with product
  • Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and alignment
  • Support Client Service Global Readiness needs as SME
  • Liaison with supporting product offices / teams (Risk, Rules, etc.) to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.
  • Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines.
  • Identify / Prioritize key product needs, dependencies with regions and track status with product
  • Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and alignment
  • Basic Qualifications

  • 8 year's experience with a BS / BA or
  • 5 years with an Advanced degree or 2 years with a PhD
  • Preferred Qualifications

  • 9 year's experience with a BS / BA or 7 year's experience with an Advanced degree or 3 years with a PhD
  • Requires 7-10 years' experience in a customer support role in financial services, payment card, software or information services
  • Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Sharepoint, Teams etc.)
  • Excellent verbal, written, and presentation skills are required
  • Must have strong interpersonal skills (must project credibility and integrity) and a proven ability to build and maintain collaborative relationships
  • Understanding of VisaNet Processing and web-based technologies including APIs
  • Available to travel as needed to support specific business needs
  • Self-starter with confirmed abilities in interpersonal, conceptual and logical problem solving,
  • Excellent time management, organization, and planning skills are essential.
  • Customer focus with validated ability to establish productive working relationships with staff and management at all levels
  • Ability to set priorities and handle customer expectations, and work both as part of a team and independently
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
  • Ability to manage non-routine, complex initiatives, as well as short-term tactical and strategic initiatives.
  • Confirmed ability to articulate complex technical terms or processes into business language
  • Additional Information

    Work Hours :

  • Incumbent must make themselves available during core business hours.
  • Physical Requirements :

  • This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.
  • 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.

    Posted in May 30, 2021

    Expired in June 29, 2021

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