Team Summary

Client Services (CS) 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.

The Client Program Management (CPM) team provides premium dedicated end-to-end program management to deliver client opportunities. These deliveries consist of multiple project workstreams and require a coordinated service delivery approach. The Client Program Manager will support Client Services Advisory opportunities, and other strategic deliveries that require a program managed delivery approach.

What a Consultant, Client Program Manager does at Visa

You will be an invaluable member of the Client Program Management team within our Onboarding and Implementation function. The CPM team will support the delivery of Visa Consulting Analytics, CS Advisory, and other high value client deliveries by providing dedicated program management support and technical expertise as required. You will be responsible for ensuring successful delivery of assigned client deliveries to the satisfaction of the Client and Visa.

The individual will have solid fundamentals in project management practices and will be accountable for solving complex issues to provide a high standard of service in driving the delivery engagement within Visa, the client, and other external parties where applicable..

In this role, you are expected to:

• Lead and execute high quality, non-routine, complex client deliveries.
• Provide end to end project and program management covering cross-functional workstreams and various projects required to achieve the business objectives
• Serve as the single point of contact (SPOC) to the client to build the overall program plan to deliver the opportunity for the client and internal stakeholders.
• For each assigned delivery, secure committed resource from required internal functions , and coordinate the Visa resources including non-CS to ensure delivery on commitments to client initiative.
• Prepare and maintain detailed overarching program plan, project plans, risk/mitigation register, status reports, and issues logs to enhance internal and external communications.
• Represent and advocate for the Client their operational and commercial requirements to internal Visa organisations.
• Be accountable for delivering agreed objectives. Must be able to take the initiative to resolve problems and ensure delivery on commitments
• Emphasise speed to execution, reduce client burden, ensure full client satisfaction.
• Take appropriate decision-making to ensure flawless execution of project objectives and escalate for assistance where necessary.
• Serve as an escalation point for complex issues encountered by project team members

Why this is important to Visa     

CPM within Client Services allows us to expand our delivery service model and offer program management support to help clients deliver against their objectives. This role provides an excellent opportunity to deepen our client partnerships, driving value to our clients through new product service delivery, delivering and optimising the services that help grow their business.

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

What you will need:

• Individuals who bring a breadth of experience, a genuine curiosity about payments, is results driven and client focused. You should have:
• Bachelor’s Degree with at least 6 years of experience in project management, methodologies and disciplines
• Client engagement and relationship management skills with a collaborative approach to stakeholder management, building and sustaining strong and trusted relationships with internal business partners
• Strong program and project management skills.
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities
• Experience with negotiating and influencing clients and staff at all working levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization
• Ability to comprehend and translate complex technical issues and apply solutions
• High level of communication and presentation skills, including strong oral and written capabilities
• Excellent situational awareness – ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
• Proficiency of standard MS Office tools (e.g., MS Planner, Excel, PowerPoint, Word, etc.)

What will also help:

• Aptitude to learn and upskill across program management standards and methodologies
• Experience of presenting in person and remotely to a range of stakeholders of an organization
• Comfortable working in an ambiguous environment
• Ability to understand how a client sees a problem and apply a discovery process to identify underlying issue

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.