The Client Services team 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.

Within Client Services, the Client Lifecycle Operations (CLO) team in Europe support Onboarding and Licensing activities. CLO provide operational support to clients, entailing specialised knowledge regarding Visa entry points and network protection. Our clients include financial institutions and non-traditional clients such as fintechs.

• The Onboarding team manages the application process with potential new Visa members and is one of the first points of contact for clients wanting to work with Visa. This team collaborates closely with the Licensing, Compliance and Risks teams in ensuring the client meets the various Visa requirements.
• The Licensing team are subject matter experts on Visa Licensing and will take on the respective due diligence for new and existing clients. Licensing manages all Visa client profiles and maintains client lifecycle updates such as license upgrades and downgrades, ownership changes, and sponsorship changes for existing clients. 

Visa are seeking a motivated and commercially minded Client Onboarding Consultant for a full-time secondment for up to 12 months (maternity coverage). The successful candidate will be responsible for delivering a best-in-class onboarding experience.

Their key focus will be on providing operational excellence to our new clients on a day-to-day basis, managing various governance committees which help us deliver value on a portfolio basis and applying process improvement to our activities.  The Consultant will be corresponding with clients on behalf of Visa and will need to be able to build strong cross functional relationships within Visa.

Strong candidates have a growth mindset, adapt quickly to change, and be willing to play an active role in driving business success.

What we expect of you, day to day:

• Ensuring accountability and delivery for the Onboarding Process functions that are necessary for clients to proceed efficiently through the onboarding process. The tasks the consultant will perform include overseeing client registrations, issuing approval requests, coordinating stakeholders and exceptions, alongside documentation and billing for new onboarding cases.
• Ensure coordination of the Onboarding Operating Committee (OOC). This bi-weekly committee brings together stakeholders involved in the onboarding process to ensure focus on delivery, enable problem resolution and to bring organisational knowledge to matters. An agenda and minutes are documented for each OOC, and the Consultant will generally lead the OOC discussion.
• Ensure coordination of the Onboarding Leadership Committee (OLC). This committee brings together stakeholders involved in the onboarding process to discuss strategic matters impacting the client experience and business objectives. An agenda and minutes are documented for each OLC. Prior analysis of data and themes may be required in advance.
• Enabling the documentation of onboarding decisions which may be required for operational or regulatory purposes. This includes capturing rejection by approving stakeholders, client withdrawals and/or exceptions. In summary, ensuring adherence to internal processes which help manage our engagement with our regulators and clients.
• Producing reporting for governance purposes, whether that be for internal audit or control functions, or for external regulators. The Consultant may be required to work collaborative with management and stakeholders, and under tight timelines, to deliver to various governance requirements.
• Take a leadership role coordinating within the Client Lifecycle Operations team, across key cross functional teams including Compliance, Legal and Implementation, and across regions when required. The client onboarding experience will be impacted by many stakeholders and factors, and you need to be able to influence them accordingly. Approvers (Risk, Compliance, Licensing) are also subject to Operational Level Agreements which the Onboarding Process function will oversee.
• Utilize and develop tools to monitor the onboarding process our clients are experiencing. We have systems (Tableau, Dynamics) and spreadsheets to support the monitoring of the Onboarding Process on a portfolio basis. Visibility into the client experience and process improvement will help us deliver a better service to our clients.
• Participate in process improvement initiatives and transformation impacting both process and tools. Be focused on key performance objectives including improving client satisfaction and time to revenue. Document and update process documentation as needed.
• Contribute to the management of the Client Lifecycle Operations team, providing, guidance and development to others, collaborating cross-functionally to bring the best of Visa to the internal team and clients.

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

The following qualifications and/or experience would be looked upon favorably:

• Qualifications in commerce/business or information systems
• Project management and/or process improvement credentials
• Experience in payments industry and/or onboarding activities

What we are after:

• Ability to manage high volume of work with constant detail orientation
• Proven ability to set and deliver upon priorities within busy, shifting environment
• Excellent interpersonal and communication skills, with the ability to collaborate across peers, functions, geographies
• Ability to understand and analyse data, and turn this knowledge into value
• Working expertise in Microsoft Office, including Outlook, Word, Excel and Powerpoint

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.