Client Care Operations Consultant (Project Management)

  • Pasay City, Philippines
  • Full-time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Onboarding

  • Work within process for project implementations and new client onboarding for multiple lines of business
  • Collaborate to utilize and continuously improve and automate implementation and project serviceability matrix, checklist and process
  • Engage Contact Center support teams (training, Reporting, Support, management etc.) for implementations and new client onboarding 
  • Chair, drive and participate in ad-hoc and recurring meetings for all new client and existing client new program implementations
  • Develop and provide status and dashboard reporting for all client onboarding and implementations
  • Attend recurring meetings and partner with Product Teams when requested as resource
  • Field questions from Implementers, Account Managers, and Executives
  • Manage necessary pre/post project testing.  Coordinate agent level testing with contact center
  • Conduct Retrospective/Postmortem for all projects and implementations as needed
  • Attend all Dispute specific client meetings with client to discuss Contact Center procedures

Collaboration

  • Demonstrated success working in a collaborative and matrixed environment
  • Be an effective liaison between business leaders, technology development and outsourced partners
  • Ability to be an effective liaison between business stakeholders, technology development and outsourced partners
  • Able to work within set priorities, effect change, manage expectation through influence and partnership
  • Strong relationship management skills
  • Team player with the ability to communicate with technical and business experts at all levels of the organization
  • Collaborate with business partners to gain understanding of strategic Global Contact Center projects, initiatives and roadmap plans
  • Ability to facilitate / provide thought leadership to managers, supervisors, business stakeholders, IT organization, and solution developers
  • Partner with Contact Center leaders and cross-functional teams to identify risks, and appropriately escalate issues with mitigation plans and path to resolution
  • Establish and manage expectations through-out the project lifecycle, follow defined scope management processes, including robust communication plans to ensure appropriate teams and stakeholder involvement is in place

Strategy

  • Demonstrated ability to consider broad strategic issues beyond the immediate tasks at hand and articulate affect/impacts
  • Improve corporate knowledge and best practices by creating or enhancing documentation and processes for project team and others within the business

Project Management

  • Consult with key participants and rapidly assess project needs to determine and execute the most effective project approach to meet business objectives and stakeholder needs
  • Ability to drive cross-functional project teams of services personnel dispersed across multiple geographies and disciplines in a matrix structure where none of the resources report directly to the program manager
  • Where appropriate, facilitate and participate in project meetings, ensuring the project team is progressing in the delivery against its commitments with the highest quality deliverables in a timely fashion
  • Utilizing knowledge of client or project being deployed, perform deployment validation to assure release meets business criteria and objectives of deployment
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user ‘want’ / ‘requirements’ from the underlying true needs

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications:
• 4 years of work experience with a Bachelors 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

Preferred Qualifications:
• 7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD
• 5 plus years’ experience as program / project manager, delivering complex projects. Ideal candidate will have deep knowledge and experience with project planning, execution, go-to-market activities, and working with cross functional, global project teams
• Motivated self-starter with the ability to work independently while coordinating activities with cross-divisional teams to achieve desired results, effectively prioritize and multi-task under tight deadlines
• Ability to successfully engage in multiple initiatives and complex situations simultaneously
• Visa subject matter and/or payments expertise with debit, pre-paid, disputes
• Strong organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles
• Excellent analytical, communication, written, presentation, interpersonal, time management, and critical thinking skills with the ability to interact professionally with a diverse groups or executives, managers, and subject matter experts
• Ability to use superior analytical techniques to identify business needs and determine creative solutions to business problems
• Experience using standard MS Office tools (e.g., MS Project, PowerPoint, Word, Excel, Visio, SharePoint, Teams, etc.)
• Knowledge of CRM, Genesys, and the Payments industry is preferred

Additional Information

Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the Philippines who are required to work on-site are required to be fully vaccinated for Covid-19, unless a reasonable accommodation is approved or is as otherwise required by law.
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