Network Partner Service & Performance Manager - Visa Payments Limited
- London, UK
Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.
Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.
So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.
Visa Payments Limited is a fast-growing division of Visa Direct, created out of Earthport Plc which was acquired by Visa in May 2019. The business is focused on developing Visa’s cross-border pay through account product using its industry leading Banking network.
By joining one of our teams at Visa Payments Limited, you’ll be part of an exciting high growth, business, helping to shape the global payments experience.
If you think you could support Visa Payments Limited as a Network Partner Service & Performance Manager we want to hear from you – together, let’s make Visa a great place to work.
What’s it all about?
The Network Partner Service & Performance Management team is new function that will form a crucial component of the Visa Payment Limited service team, tasked with monitoring, analysing and improving the technical and operational performance of our global network of payment settlement partners (Financial Institutions and Payment Service Providers (PSP’s)).
The team’s primary objective will be to develop the most reliable and efficient technical and operational interfaces with our partners as possible. This will be achieved through detailed analysis of service/partner performance (SLAs, KPIs and other indicators you define), acting on feedback from clients & internal stakeholders and attaining “expert level” knowledge of the capabilities of our network partners and the underlying domestic payment schemes (ACH, RTGS etc).
You will be responsible for defining a TOR (term of reference), processes/procedures, toolsets, a suite of reports and launching the new function within 3-6 months of your appointment followed by a transition into role itself for the final 6-9 months of your contract, where you will be joined by new team members (yet to be appointed) to whom you will provide training and leadership.
When performing the Network Partner Service & Performance Manager role you will be assigned several network partners (by region) acting as their assigned Network Partner Service & Performance Manager, working in close collaboration with the Partner Relationship Management team. Your efforts and priorities will be aligned with the objectives of the commercial and operational teams who will be your primary stakeholders.
What we expect of you, day to day.
You will design and maintain a knowledge base of technical, operational and other attributes pertaining to network partners with (wherever possible) automated input/output workflows that will form the company’s central network partner information repository, replacing existing static/distributed knowledge stores (documents, spreadsheets, intranet pages, email archives).
You will define a Terms of Reference for the team/function
You will create and maintain set of operating procedures
You will create a scalable framework for measuring and reporting on network partner performance
You will train and support new members of the team
You will create a repeatable mechanism in line with the Continual Improvement framework, for initiating and delivering change in collaboration with the change team
You will work in unison with the respective Partner Relationship Managers (accountable for our Partners commercial relationships) to ensure our reach and escalation paths into our partner’s operation remain optimal and to maintain commercial/operational alignment as we develop the partnership
You will be the Subject Matter Expert (SME) on your assigned network partners’ technical and operational capabilities
You will identify opportunities for technical, operational and process change and acting a sponsor, document the business requires and/or high-level technical requirements and feed into the relent change process/programmes
You will strive for operational efficiency and scalability, seeking the optimal % of payments settled successfully without manual intervention or query
You will build and maintain a strong relationship with your network partner counterparts and foster a culture of mutual operational benefit, trust and growth
You will define and enforce a framework for network partner driven change (e.g. data, regulatory) and in the most effective way possible, ensure minimal disruption to Visa Payments Limited and its clients
You will keep abreast of forthcoming Visa Payments Limited driven system changes, releases, route changes, client launches, documentation changes and support your assigned network partners through transitions
You will be available to your internal stakeholders as an escalation point for operational issues/incidents/improvement opportunities pertaining to your assigned network partners
You will host regular service reviews with your assigned Network Partners
You will manage a continuous Service Improvement Register for your assigned Network Partners and present a consolidated report to internal stakeholders each month
You will produce and maintain a version-controlled Network Partner Engagement Document for each of your assigned Partners which will detail the scope of the service(s) they provide Visa Payment limited, contact information, agreed service levels and other relevant information
You will promote a culture of service excellence / ‘best in class’
Thinking about careers differently...
For this role the key skills required are...
Must have Service Design experience and/or experience managing a team where they were personally responsible for designing and documenting new processes/procedures/frameworks
Must have demonstrable experience and interest in simplifying, consolidating and automating data collection and operational workflows by maximising the capabilities of toolsets and integrations
Must have Vendor Management / Service Management experience within the financial services industry
Must have a detailed knowledge of cross-border and/or local ACH payment principles / rules / operating practices / industry norms
Must have excellent analytical skills and be highly proficient manipulating large data sets in excel or other business intelligence like toolsets
Must be detail oriented with a proven ability to analyse service performance and suggest/drive forward practical and sustainable solutions that reduce operational overhead and/or enhance the client experience
Must be a natural relationship builder and an effective communicator (written and verbal) and comfortable working with counterparts for whom English may not be their first language with differing business/service cultures
Must be able to work cross-functionally to deliver operational improvement and comfortable managing and influencing internal/external stakeholders at all levels
Must take a primary/lead role (as part of the Incident recovery team) in the analysis and recovery of service incidents by leveraging their detailed knowledge of their partner’s service characteristic and escalation contacts
Must have some previous exposure to FX (Foreign Exchange) concepts and processes
Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages
Enjoy solving problems
Adaptable and calm in the face of complexity and frequent service/operational change
Degree educated – desirable, but not essential - or equivalent professional experience
Think you have what it takes?
If you are interested in a career that will challenge and inspire you – we’d love to hear from you!
Diversity & Inclusion
Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.
By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa Payments Limited is a better place to work and a better business partner to our clients.