Sr. Consultant / Project Manager Client Enablement (Readiness B2B Solutions)

  • Miami, FL, USA
  • Full-time

Company Description

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.

Job Description

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Consultant, Client Enablement (Data Services) role operates as an individual contributor and is responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of Visa Business Solutions products and services.  This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.

The Sr Consultant provides technical expertise, project management and support to the VBS Client Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client-facing release management, change management, and align external communications.  Additionally, this role will partner with Product teams to shape go-to-market strategies and processes, and ensure the needs of the VBS Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services.  This may include contributing to product roadmaps, enhancement requests, and coordinating the development of artifacts such as implementation guides, training, client communications, FAQs, etc.

This role is expected to work across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations.  This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.  

Essential Functions

  • Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases.  Ensures communication objectives are achieved and unanticipated impacts are mitigated
  • Liaise with Product and Technology teams to identify support and implementation requirements for VBS product and services
  • As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality
  • Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilities
  • Provide consulting and technical expertise to structure an effective implementation approach
  • Perform impact assessments to ensure overall effectiveness of the support organization
  • Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
  • Oversees programs and action plans, aligning efforts of the VBS Client Service Delivery organization with other key Visa stakeholders
  • Manages a suite of projects to deploy and enhance the Visa Business Solutions support model, support capabilities, and client service
  • Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal.  Brings the Voice of the Client to cross-functional teams.  Influences prioritization and product roadmap
  • Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live.  Facilitates release management from a client point of view.
  • Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
  • Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
  • Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs
  • Develops and manages a set of KPIs/metrics to track performance of the Client Service Delivery function
  • Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. 

 

Qualifications

Basic Qualifications

  • 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

  • 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
  • Hands on experience with cards, payments networks, or B2B payments
  • Previous experience with implementations, client consulting, and client support
  • Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centers
  • Proven track record of leading and driving teams to achieve and exceed established goals and objectives
  • Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline. Six Sigma and/or PMP certification preferred
  • Demonstrated experience learning and working with complex, integrated platforms
  • Ability to comprehend and articulate complex technical concepts or processes into layman’s terms
  • Self-starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team
  • Experience managing data migration or integration projects
  • Experience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS.
  • Knowledge in application programing interfaces (APIs) gateways.
  • Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment
  • Track record of building and maintaining strong business relationships with internal and external stakeholders
  • Strong understanding of Information Technology, Security, Compliance, and Service Management concepts
  • Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions
  • Experience building metrics and KPIs that measure operational performance
  • Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation
  • Strong oral and written communications
  • Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.).
  • Experience with data analysis and tools such as Tableau
  • Demonstrated Influencing and negotiation skills

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% 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.

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.

 

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

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