Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are also a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

The Client Configuration Management (CCM) team provides client configuration and implementation expertise involving a unique set of skills with highly specialized knowledge of complex systems and applications as it relates to Client programs, transaction processing/routing and its implications to clients and cardholders. Clients include financial institutions, merchants, third party processors, non-traditional clients, state-owned entities, and direct connect merchants.

What an Implementation Analyst does at Visa:

• This is a client facing, individual contributor role providing dedicated implementation and configuration support to assigned Visa clients within a market and/or support to assigned countries/markets.

• Manage multiple types of configuration requests in support of client and Visa initiatives.  This involves the coordination and prioritization of resources from various teams, and new processes to be developed based on committed and tight deliverable dates.

Client Engagement & Support

• Provide initial consultation and guidance on clients’ requests and needs,

• Coordinate directly with clients to understand program set up requirements and manage steps required to support all new card program installations, processor conversions and updates to existing programs without customer impact. 

• Participates in on-call rotation for out-of-hours urgent problems that may require configuration support or checks that jobs have completed over the weekend, acting as point of contact for both internal and external stakeholders.

• Attends project kick off meetings with client and Visa project team.

• Provide responsive, accurate, and timely communications to internal and external stakeholders.

Systems Management

• Review, research, and analyse client configuration requests in detail to ensure completeness and accuracy. 

• Ensure execution of all deliverables including ownership of implementation requests

• Provide problem resolution support for production and testing configuration changes.

• Evaluate incidents and document/share lessons learned

Team Support

• Act as lead for corporate and/or client initiatives – both internal and external – using best practices, lessons learned, and technical/analytical skills..

• Ability to demonstrate subject matter expertise and knowledge specific to clients’ system and processing set ups.

• Act as on-call point of contact for activities that require CCM’s assistance outside of business hours. 

General

• Build and enhance positive working relationships with Visa clients and internal stakeholders.

• Prepare and lead training to internal and/or cross-functional teams and external clients, as applicable.

• Responsible for the review and approval of other team members’ implementation work packets. These work packets represent the Visa system table changes involved within a client’s request and requires a review in multiple Visa applications.

• Negotiate amongst various Visa teams and coordinate resources to ensure delivery on commitments.

• Facilitate any emergency requests and coordinate internal resources

• Develop and contribute to department processes and procedures.

• Facilitate and lead internal meetings, as applicable.

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.

What you will need:
• Strong team player with ability to coordinate work activities and schedules with others to ensure objectives are met.
• Ability to see beyond their own environment and act with a client-focussed perspective to support clients and internal stakeholders in a flexible, positive can-do approach.
• Ability to establish and foster relationships with Clients and internal stakeholders.
• Ability to develop new ideas based on available information where little precedence exists.
• Able to set priorities, influence others and manage client expectations with strong client-focus.
• Excellent time management, organization and planning skills.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Ability to interact well and build strong working relationships with internal and external stakeholders
• High level of self-motivation, initiative and drive with a demonstrated ability to achieve results as part of an effective team, and ability to prioritize effectively and multi-task under deadlines.
• Able to remain calm and professional in high stress situations.
• Ability to follow processes, procedures and adjust to a continuously changing environment.
• Conversant in Excel, PowerPoint, Word and Outlook

What will also help:
• Bachelor’s degree or equivalent experience.
• Knowledge of authorization, clearing & settlement systems, client connectivity and transaction processing.

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.