Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Position Summary

Global Client Support Services (CSS) works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Job Summary

This role is an individual contributor at an advanced staff level. This role serves as an operational/technical/functional consultant for Thailand domestic processing and will be the key Visa contact for NITMX, the Visa local switch service provider. The individual will support country team and lead complex cross functional delivery initiatives and support in-market initiatives including NITMX project. This person will report to CSS SMT (Singapore, Malaysia, and Thailand) lead and will also have matrix reporting to Thailand country manager.

Responsibilities

• To work in close partnership with the Thailand country team to deliver successful implementation of NITMX to promote Visa Thailand as the ultimate local switch choice.
• To act as the bridge between Visa clients, Visa and NITMX the service provider, providing insights and inputs for new or changing products and services which may impact clients and NITMX, including Visa rules, billing, transaction research etc
• To lead complex cross functional delivery initiatives including NITMX and Visa, establishing new procedures for all Client Support Services including new client onboarding, client implementations, day-to-day support, etc
• To be responsible for onboarding Thailand clients onto NITMX as well as new service deliveries.
• To be the technical and operational expert to NITMX, country team and client institutions to structure effective programs on domestic related matters.
• To provide Visanet operational and technical in-depth training including Business release related to domestic processing to NITMX and clients.
• To coordinate directly with client to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without client impact.
• To report client project accomplishments to Team lead and country team and deliverables to management.
• To proactively identify process gaps within NITMX and propose improvements
• To proactively identify operational opportunities with NITMX and implement recommendations to increase service quality, revenue and efficiency including authorization, clearing & settlement, back office processing.
• To serve as an escalation point for complex issues and manage major incidents.
• To train internal and external stakeholders.
• To manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
• To build and enhances positive working relationships with key Visa client institutions, processors and internal stakeholders.
• To lead internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
• To stay current with industry, local regulations and client trends and maintain a strong knowledge of Visa products and services.
• To represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
• To develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• To identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• To partner with assigned Account Executives to identify additional business opportunities.
• To be responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
  

• Bachelors/Degree or equivalent experience; Minimum of 10+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required.
• Local market and regulatory knowledge (Thailand) and functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services
• Working knowledge of Visa systems including authorization & clearing systems, client connectivity, Visa Settlement Services
• Working knowledge of payments network and processing services - message routing, STIP, clearing and settlement
• Proven abilities in negotiating with and influencing customers and staff at all levels.
• Be both a strategic thinker as well as being a capable implementer
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.).
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrate success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Independent but strong team player.
• Excellent verbal, written, presentation skills.
• Exceptional interpersonal skills, demonstrating professionalism in all dealings
• Strong project management skills
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Language proficiencies for market support needs (Thai-speaking)