Director, Client Support Readiness
- Foster City, CA, USA
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.
Client Support Services (CSS) provides industry-leading
operational support to Visa’s clients around the world. With our deep knowledge
and expertise, we are 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. In addition to support client
implementation of Visa products and services globally, CSS is also responsible
for a host of critical services that support the broader Visa organization and
clients, including: Visa Rules management, cardholder disputes, compliance,
client testing and configuration, and client tools. The team also provides
support for Visa’s DPS, CyberSource and Authorize.net businesses. Across
time zones and borders, we provide clients with a comprehensive set of services
including on-behalf-of contact center support to the end consumer and merchant.
We are trusted partners to Visa’s clients, providing expertise to support and successfully
grow their business.
This role is an individual contributor at an advanced support staff level and is responsible for applying independent judgment in resolving issues and making recommendations. The Client Support Readiness group is tasked to build and manage a variety of enterprise implementation projects for Visa Inc. issuers, acquirers, processors and merchants.
Serves as the primary point-of-contact for the Client Support division's multiple support groups for customer impacting initiatives.
Analyzes and assesses all initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products and the bi-annual business release technical letters.
Implements methodologies for analyzing changes, identifying impacts, communicating potential impacts to Client Support staff including populating internal knowledge bases.
Performs all Client Support post-project analysis to identify customer trends and actions to prevent future customer impacts.
Liaisons with product offices to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.
Performs new product/support impact assessments required to ensure overall effectiveness of the entire support organization
The role also requires significant interaction and subject matter expertise in a number of broad areas with unique requirements across the globe (e.g. Product variations, Business Enhancement support practices, Tools, Training etc.)
Executes plans and provides guidance to Client Support Staff to achieve Client Support Readiness and Client Support Operations’ goals with minimal direction.
Coordinate and influence internal Visa resources to ensure delivery on commitments.
Develops and implements strategic proposals using their background of expert-level Visa knowledge and judgment to adjust as necessary.
Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines.
Liaison with product offices to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.
Available to travel 20-30% of the time or as needed to support business needs.
THIS POSITION CAN ALSO BE FILLED IN DENVER, CO, ASHBURN, VA OR TORONTO, CANADA.
- Bachelors/Degree or equivalent experience; Minimum of 12+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required.
Subject Matter Expertise in multiple areas of VisaNet processing, gained through years of experience supporting clients and managing change. US Interchange, Canadian debit and settlement knowledge prefered.
Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated 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.
Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
Excellent time management, organization, and planning skills are essential.
Project management skills are preferred but certification is not required.
All your information will be kept confidential according to EEO guidelines.