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Job Description

Job Description and Responsibilities
The Client Success Shared Services team is responsible for providing operational assistance to Clients that manage a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues and opportunities through to completion.   

 

Job Scope
The Client Success Shared Services team provides knowledge and expertise to assist our Issuers and Acquirers in the Latin America and Caribbean Region.  The Client Services team plays a critical role in ensuring the delivery and service of Visa products and solutions to our clients.  With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the development, deployment and enabling our clients to deliver and scale new products, services, and initiatives into the market.

The Client Success Management Shared Service Analyst will be responsible for managing the operational relationships for Tier 3 clients in the region by providing operational support and assist in growing their business. This role will also provide the opportunity shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficiency and consultative support aligned to business objectives and critically, establishes and fosters working relationships with Visa’s clients as well as internal stakeholders across all levels of staff and management, ensuring the Client Services team are regarded as operational partners and able to effectively represent client needs. 

 

Responsibilities
•    Manage operational support and fulfilling service needs of moderate complexity for Tier 3 clients. This includes respond to inbound client queries as well as outbound proactive client engagement.
•    Develop strong partnership with cross functional teams in order to be recognized as a key contributor to their success
•    Build a successful engagement model with the core teams focused on Client outreach support for key initiatives, which will allow for shared knowledge and improved efficiencies
•    Engage with cross functional teams to enhance performance and influence product enhancements
•    Engage regularly with core team to create a feedback forum to define standards and improvements to create efficiencies and eliminate duplicative efforts
•    Coordinate with internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization. Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance.
•    Assist in the creation of the teams repository of process checklists that will assist with the general case type activities to advance client implementation of new products and service go to market faster.
•    Assist in the development of client based webinars to provide clients with general updates on VisaNet operations, technical matters, and upcoming mandates.
•    Develop communications for clients outlining initiatives and mandates (and the required client changes), and providing compelling rationale for the need for such change.
•    Manage these communications end-to-end, distributing to clients and governing responses and subsequent delivery of change.
•    Act as liaison for the client, provide technical expertise to structure effective program/solutions, service change support and system enhancement support.
•    Deliver and support biannual business enhancements and all Visa mandates.
•    Manage incident management - identify and analyze processing problems and identify customer impacts to provide report as appropriate
•    Be accountable and serve as an escalation point for high impact/complex issues encountered by L1, L2, & L3 support team or country team.
•    Work closely with Technical Account Managers, Account Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.  
•    Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal.
•    Partner with Sales to identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.
•    Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
•    Identify and implement opportunities to improve the client experience by streamlining operational processes. Collaborate with key stakeholders to drive first-contact resolution by achieving scale, consistency, and automation for clients.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

 Bachelor’s degree and seven or more years of experience in the financial services, payments, software, or information services industry
 Working knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred
 Expertise in requirements documenting, program development, and project management methodology
 Project management background and/or appropriate project/program management work experience
 Strong relationship management, strategic thinking, and problem solving skills needed in order to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements.
 Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
 Familiarity with automation and process improvement methodologies
 Strong understanding of the industry and our Clients processing and operational businesses.
 A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
 Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
 Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently.
 Capable of developing and managing short and long-term plans, adapting as the industry or environment changes
 Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
 Proven abilities in organizational, conceptual, and logical problem solving. Excellent time management, organization, and planning skills are essential.
 Excellent verbal, written, and interpersonal skills are required. Mastery of the English language required.
 Fluency in Spanish is required

Additional Information

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.