Client Facing Individual Contributor Role

This is a client-facing individual contributor role responsible for managing configuration activities of mid to high complexity, identifying and resolving moderately complex issues, and taking a broad perspective to develop innovative solutions.

This position is at the professional level and requires strong execution and analytical abilities. The role works independently and receives minimal guidance, with support provided only in the most complex situations.

Responsibilities also include proactively identifying opportunities to improve processes and increase the team's efficiency and effectiveness.

Responsibilities:

• Provide implementation and configuration support to Visa clients in the assigned market.
• Meet all milestones and deliverables in a timely manner.
• Ensure customer expectations are met and exceeded.
• Coordinate directly with clients to understand card program setup requirements and facilitate new card program installations, conversions, and maintenance requests without customer impact.
• Demonstrate subject matter expertise in implementations from a technical and or operational perspective.
• Manage non-routine and complex processing and change requests, as well as support customer initiatives.
• Partner with clients and present opportunities aimed at increasing performance and further educating clients on programs.
• Act as approver for other analysts on client program changes.
• Identify and trend internal and external opportunities and present them for development within the department.
• Act as lead for corporate and or client initiatives, both internal and external, using best practices, lessons learned, and technical and analytical skills.
• Assess operational opportunities to increase service quality or efficiency within the department.
• Prepare and maintain detailed project plans, status reports, and issue logs in support of initiatives.
• Build and strengthen positive working relationships with Visa clients and internal stakeholders.
• Represent customer system and operational requirements to internal Visa organizations.
• Coordinate internal Visa resources to ensure delivery on commitments.
• Report customer project accomplishments and deliverables to management on a monthly basis.
• Provide training to internal and or cross-functional teams and external clients, as applicable.
• Proactively identify and recommend process improvement opportunities that result in improved efficiency, effectiveness, and customer satisfaction.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

5 or more years of relevant work experience with a Bachelor's degree, or

At least 2 years of work experience with an advanced degree such as a Master's, MBA, JD, or MD, or

0 years of work experience with a PhD.

Preferred Qualifications:

6 or more years of work experience with a Bachelor's degree, or

4 or more years of relevant experience in Business, Finance, Computer Science, or Information Technology, or

A minimum of 5 to 7 years of equivalent work experience in a customer support role in software, financial services, or information services.

3 to 5 years of direct Visa experience preferred.

Experience using standard Microsoft Office tools such as MS Project, Excel, PowerPoint, Word, and Visio.

Excellent time management, organizational, and planning skills.

Excellent verbal, written, presentation, and interpersonal skills.

Ability to understand and translate complex technical issues into business solutions.

Ability to articulate complex technical terms or processes in clear business language.

Ability to set priorities, influence others, and manage customer expectations.

Demonstrated success in customer relationship management.

Self-starter with a proven ability to achieve results as part of an effective team.

Ability to effectively prioritize and multitask under deadlines.

Working knowledge of client business drivers as they relate to operations and processing services.

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.