Manager, Digital Delivery Solutions

  • Full-time
  • Job Family Group: Client Support Services

Company Description

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.

Job Description

Position Summary

Global Client Support Services 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 Scope

This is a people management role responsible for the management of a team chartered with solving complex problems and taking a broad perspective to identify solutions for new Visa digital initiatives. This role serves as a technical/functional leader in the digital and mobile space managing a group of high-performing specialists.

Responsibilities

  • Oversee team consisting of Implementation Managers, Content Services Specialists and Program Coordinators, providing ongoing guidance and direction to support the dynamic and evolving nature of Visa’s products and services.

  • Provide regular coaching and feedback to team members in order to optimize performance and engagement.  Act as mentor and coach to support and strengthen their development and provide guidance to help support short and long-term employee career goals.

  • Lead project management onboarding activities for EVS, mobile and other digital initiatives for Visa client institutions and processors to ensure client and internal expectations are exceeded.
  • Understand and document set up requirements to facilitate new mobile app or digital product installations with a high degree of excellence.
  • Report client project accomplishments and deliverables to management monthly.
  • Manage non-routine, complex processing and change requests, as well as short term tactical and strategic client initiatives.
  • Act as the Project Lead for various initiatives - both internal and external - using Project Management best practices and skills.
  • Proactively identify operational opportunities to increase service quality or efficiency.
  • Build and enhance positive working relationships with key Visa client institutions, processors and internal stakeholders.
  • Prepare and maintain detailed project plans, status reports, and issues logs.
  • Represent client system and operational requirements to internal Visa organizations.
  • Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines.
  • Coordinate internal Visa resources to ensure delivery on commitments.
  • Create, update and enhance internal support documents to assist internal and external stakeholders.

Qualifications

 

  • Bachelor’s degree or equivalent experience. Requires a minimum of 8+ years’ experience in a customer support or project management role in financial services, payment card, software, or information services.
  • Experience successfully leading teams responsible for implementing and supporting complex programs involving extensive change management. High-level knowledge of Visa’s core platforms as well as implementation, certification, and configuration processes a plus.
  • Self-starter with a proven ability to achieve results and lead an effective, high-functioning team.
  • Strong project management skills required.
  • Excellent time management, organization, and planning skills are essential.
  • Ability to comprehend and translate complex technical issues and apply to business solutions.
  • Able to set priorities, influence others, and manage customer expectations.
  • Demonstrated success in customer relationship management.
  • Demonstrated ability to articulate complex technical terms or processes into business language.
  • Excellent verbal, written, presentation and interpersonal skills are required.
  • Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
  • Off business hours as needed
  • International travel as required

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

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

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