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:

• 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