- Highlands Ranch, CO, USA
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.
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.
This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
Lead project management of implementations for Visa client institutions and processors in assigned region to ensure customer 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
Manage routine and non-routine, moderately complex processing and change requests, as well as support client initiatives
Assess operational opportunities to increase service quality or efficiency
Prepare and maintain detailed project plans, status reports, and issues logs
Build and enhance positive working relationships with Visa client institutions, processors and internal stakeholders
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
Report client project accomplishments and deliverables to management monthly
Update and enhance internal support documents to assist internal and external stakeholders
- Support biannual business enhancements and all Visa mandates
- 4 years of work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degree.
- Bachelor’s degree or equivalent experience
Requires a minimum of 5 years’ experience in a customer support role in financial services, payment card, software or information services
3 years of experience and Master’s degree
PhD without experience
Project Management work history and/or Industry expertise in Issuer Processing
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 technical issues
Ability to synthesize technical information 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
Strong verbal, written, presentation and interpersonal skills are required
Project management certification is not required but would be a benefit
Work Hours: This position requires some non-daytime and non-weekday work hours including possible combinations of evenings, mornings and weekends in support of project activities.
Travel Requirements - This position requires the incumbent to travel for work 5% of the time.
Mental/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.