Client Care Ops Consultant

Job Description

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: Drive Change Management Excellence efforts from start to finish, using an organized approach, and ensuring alignment to program impact.
• Be An Advocate:  Be aware of implementation concerns and highlight change in expected impact.
• Work Independently: Be a self-starter who can work independently while coordinating and influencing team activities across various functions.
• Embrace Innovation: Be open to adopting automation and Artificial Intelligence to meet our goals.
• Think Critically: Be attentive to program details and client needs, suggest creative solutions.
• Communicate Effectively: Use your exceptional skills in analysis, writing, presentations, and interpersonal interactions to communicate clearly with Sr. leaders, managers, and experts.
• Manage Business Cases: Succeed in developing/documenting business use cases and managing program outcomes.
• 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.
• Be An Advocate:  Be aware of implementation concerns and highlight change in expected impact.
• Use Tech Tools: Be proficient with MS Office tools like Teams, MS Project, PowerPoint, Word, Visio, Excel, and SharePoint.

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

Qualifications

Bachelor's degree in business administration, management, or a related field.
Minimum of 5 years of experience in program management or consulting.
Strong knowledge of change management principles and methodologies.
Excellent communication and interpersonal skills.
Proficiency in MS Office tools and familiarity with automation and AI technologies.
Ability to work independently and manage multiple priorities.
Strong problem solving and critical thinking skills.

Additional Information

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.