The Managed Services Change Excellence (MSCE) team plays a pivotal role in enhancing client experience by overseeing and driving initiatives aimed at process improvement and technology implementation. Our professionals are responsible for managing change acceptance initiatives and programs, ensuring seamless transitions and the adoption of new processes and technologies throughout our clients’ organizations.

Essential Functions

• Lead Program Initiatives: Proactively identify change opportunities to optimize client processes. Demonstrate sound PMI and Lean methodology to drive Change Management Excellence efforts from start to finish. Leverage business knowledge to advise clients on achieving optimal implementation results.

• Be An Advocate: Get to know our clients’ business intimately, to best identify program feasibility and impact. Be aware of implementation concerns and highlight any change in expected impact.

• Be A Leader Among Your Peers: Be a self-starter who can share skills and expertise, develop   and influence the development of other team members. Be approachable.

• Drive Innovation: Partner with Service Digitization teams and educate business leaders on future opportunities and value. Drive and influence the adoption of automation and Artificial Intelligence to meet business objectives and goals.

• Think Critically: Apply critical thinking, and advanced analytical techniques to identify and solve business challenges creatively.

• Communicate Effectively: Use your exceptional skills in analysis, writing, presentations, and interpersonal interactions to communicate clearly with executives, managers, and experts.

• Manage Business Cases: Succeed in developing/documenting business use cases and managing program outcomes. Demonstrate a keen ability to evaluate business cases for feasibility and provide recommendations to achieve realistic results.

• Juggle Priorities: Manage multiple initiatives and complex scenarios simultaneously, all while sticking to tight deadlines.

• Be Proactive: Identify issues and work to resolve them while juggling priorities

• Stay Flexible: Adapt quickly to changing priorities, tasks, and roles with strong organizational skills.

• Use Tech Tools: Intermediate level proficiency with MS Office tools like Teams, MS Project, PowerPoint, Word, Visio, Excel, and SharePoint.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 7 years of experience in program management or consulting.
• Advanced knowledge of PMI and Lean methodologies.
• Proven leadership skills and experience in team development.
• Strong communication and interpersonal skills.
• Proficiency in MS Office tools and familiarity with automation and AI technologies.
• Experience with CRM, Telephony, Chat, and Reporting applications.
• Ability to manage multiple priorities and complex scenarios.
• Strong problem-solving and critical-thinking skills.
• Should be flexible in schedule. Likely Midshift - 4/5pm to start

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.