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.

Summary of
Position and Areas of Responsibility

• CSS Tools Operations and Support function, within Client Support Services, is responsible for the strategic direction, ongoing enhancement and day to day business operations of a number of business critical support services and tools.
• This is an individual contributor role that will hold primary responsibility for the daily operational and support functions needed to ensure seamless and high quality operation of CSS tools used by Visa staff need to conduct daily business.  This individual will also be responsible for communicating to all stakeholders any issues or problems with the service, tracking and managing the resolution of issues, assisting in the development, testing and implementation of new functions and features, providing training to Visa CSS personal and resolving complex client implementations and problem resolution.
• This person should be a self-starter who can effectively prioritize activities, and is interested in engaging in a rapidly changing environment.

RESPONSIBILITIES:

• Serve as the main point of contact and as an SME for multiple CSS tools supporting internal users and their clients.  Tools include both packaged and in house developed applications

• Work in conjunction with management and IT partners to help facilitate and manage the resolution of application issues and the tracking/implementation of change requests

• Work closely with business partners within CSS and the broader global Visa organization to identify enhancements or process improvements to embed within the critical business tools

• Identify opportunities to enhance tools to enable higher operating efficiencies, improved usability, and increased user adoption

• Identify opportunities and implement solutions to streamline and improve existing production support processes.

• Communicate with management on a daily basis to gather needs, present results/recommendations, follow up, provide status, etc.

• Participate in project requirements gathering/definition, design reviews, user acceptance testing and implementation of new services, major enhancements and maintenance releases

• Perform application health checks and overviews with senior management to help facilitate status and critical communications across the tools

• Compile, review, analyze and distribute data for both standard and ad-hoc reports

• Support application training and work with end users to identify training needs for critical tools

• Manage client notifications on service changes and outages

• Provide mentoring/support to team members 

Key Competencies

• Bachelor degree and 5+ years of experience in financial services, operations and project management, business analysis, application support and/or customer service.
• Project management, time management, verbal and written communication skills a must.
• Visa experience or in-depth knowledge of the payment solutions industry is highly preferred.
• Team player with high level of drive and initiative and the ability to work in a matrix reporting environment.
• Excellent research and analytical skills including the ability to assign critical activities to the appropriate groups as well as self-diagnose problems.
• Strong communication skills with the ability to communicate across all levels and to handle difficult situations.
• Able to set priorities and manage expectations, and work both as part of a team and independently.
• Able to multitask with effective time management, organization, and planning skill
• Desired candidate will be highly proficient in business tools such as or similar to: Siebel, Service Cloud, Microsoft Project, etc.
  
• Highly proficient in MS Word, PowerPoint, Visio and Access with a preference for advanced Excel knowledge and skills. 
• Prior Visa experience is a plus.
• Job Location: Foster City.

  
  

All your information will be kept confidential according to EEO guidelines.