The Visa Global Service Experience Sr Consultant is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on Client Services enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the work to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This includes Product Implementation Services and Support, Enterprise/Government mandate projects, and Internal/external SME/Consulting support.
This Global Client Service Sr Consultant will work with acquirers, Fintechs, and merchants worldwide to develop and deliver the service and support model for Visa Inc's Risk and Security Services products. This includes day-to-day operations and product support, back office support and customer performance reporting. Within Client Services, the role of Readiness is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Readiness ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.
Essential Functions:
- Will support delivery of product service standards and readiness, coordinating with key stakeholders on client delivery plans and escalation response. This role provides leadership of global service experience activities and supports the cross-functional delivery of systems and services for Risk and Security Solutions and associated initiatives.
- Serves as PMO to ensure delivery of our Global Service Experience strategy working with key stakeholders across regional Technical Solutions, Product, Operations and Infrastructure and Technology.
- Acting as a though partner helping to design, build, and execute on innovative and strategic global programs, ensuring consistency on a global scale.
- Design or improve tools, methodologies or processes that supports operational excellence and execution of our strategic vision
- Responsibility for coordinating internal teams to ensure Visa and client readiness for introduction of new or enhanced global capabilities. The Sr. Consultant also provides global connectivity across regional team members and serves as a key partner. Critical activities include:
- Monitor client satisfaction proactively across regions
- Analyze trends in global case data and platform health
- Provide voice of the customer to cross-functional teams from a CS perspective
- Drive engagement with stakeholders to improve platform performance, support and delivery of the global Risk and Security service model
- Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
- Oversees programs and action plans, aligning efforts of Global Service Experience with other key Visa stakeholders
- Manages a suite of projects to deploy and enhance the global service experience 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.
- Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
- Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.
This Sr Consultant role is an individual contributor role responsible for managing complex strategic initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor 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 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
- 10 or more years of work experience with a Bachelor’s Degree or 6-8 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Requires a minimum of 8+ year’s progressively responsible experience in a customer support role in financial services, payment card, and software or information services.
- Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.
- 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 complex technical issues and apply business solutions.
- Demonstrate success in client relationship management.
- Operational knowledge of Risk and Security Services markets and products with a focus on Acceptance risk solutions.
- 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.
- Excellent verbal, written, presentation and interpersonal skills
- Strong project management skills
- Demonstrated ability to articulate complex technical terms or processes into business language.
- Strong oral and written communications skills
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.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 134,800.00 to 195,800.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
