Senior Implementation Analyst
- Full-time
- Job Family Group: Client Support Services
Job Description
Senior Implementation Analyst
Job Code: 030243
Job Family: Technical Support
Level: I6
Position Summary
Global Client Support Services works with issuers, acquirers, processors 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.
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
- Lead project management of implementations for Visa client institutions and processors in assigned region to ensure client expectations are exceeded.
- Coordinate directly with clients to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without customer impact.
- Report client project accomplishments and deliverables to management monthly.
- Manage non-routine, complex processing and change requests, as well as short term tactical and strategic client 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.
- Prepare and maintain detailed project plans, status reports, and issues logs.
- Represent client 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.
- Create, update and enhance internal support documents to assist internal and external stakeholders.
Support biannual business enhancements and all Visa mandates.
Qualifications
Qualifications:
- Bachelor’s degree or equivalent experience. Requires a
minimum of 8+ 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, 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. - Fluent written and verbal French language skills preferred