Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What the CS Consultant, Implementation does at Visa:
This position serves as Visa Project Manager for implementation services provided to Clients (Banks, Fintech, Payment service providers). This is an individual contributor responsible for solving complex problems and taking a broad perspective to identify innovation solutions. This role serves to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features and functionality.
In this role, you are expected to:
- Provide project management support to Visa clients and processors to ensure client expectations are exceeded
- Coordinate directly with client to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions
- Report client project accomplishments and deliverables to management on weekly or monthly basis
- Confidently manage client projects in parallel to product developments and a changing landscape
- Manage non-routine, complex processing requests, as well as short term tactical and strategic customer initiatives
- Proactively identify opportunities for process improvement to improve team efficiencies and project delivery to clients
- Build and enhance positive working relationships with key Visa client institutions, processors and internal stakeholders
- Build a cohesive global workgroup and involve those global workgroups in communications and decision-making.
- Prepare and maintain detailed project plans, status reports, and issues logs
- Represent client system and operational requirements to internal Visa organizations. Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently and having a professional demeanor
- Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments
- Assume appropriate decision-making authorities to ensure flawless execution of project objectives
- Coordinate internal Visa resources to ensure delivery on commitments
- This position requires off scheduled work including late evenings / weekends in support of client and company configuration changes and associated post-production validation
Why this is important to Visa:
The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.
Projects that you will be a part of:
This role manages the efforts of Visa technical and business resources, leads project discussions with Visa Clients (banks) to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
- Bachelor’s degree or equivalent experience. Requires a minimum of 8+ years’ experience in customer support or technical account manager role in payment card, technology, or information services.
- Ability to comprehend and translate complex technical issues and apply to business solutions
- Candidate is required to interact with stakeholders in US / India / Singapore, hence the ability to speak/write English fluently is a must
- Project management of retail banking, card schemes or new technologies that are applicable to the payment industry
- Good knowledge of payment schemes (EMV specifications) and transaction processing flow
- Very good understanding of RESTful API and work experience in this area.
- 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 team player internally and with clients, working independently to coordinate cross functional activities.
- Able to set priorities, influence others, and manage customer expectations.
- Excellent time management, organization, and planning skills are essential.
- Strong project management skills required.
- Demonstrated ability to articulate complex technical terms or processes into business language.
- Team collaboration demonstrated by desire and willingness to share knowledge with a broader team, be receptive to new ideas and changes to the standard operational procedures
- Be able to learn and acquire knowledge in new technologies in keeping step with market developments
- Able to set priorities, influence others and manage client expectations
- Experience using standard MS Office tools (e.g. MS Project, Access, Excel, PowerPoint, Word, Visio, etc.).
- Excellent verbal, written, presentation and interpersonal skills are required.
- Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions
- Willingness to take on new challenges, explore new ideas and be flexible with changing priorities
- Orientation towards quality enhancement and process improvement
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.
