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.

Department Description:
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.

The position can be based at Visa’s offices in the Foster City, CA or Ashburn, VA
This is not a remote position.

The role has leadership responsibility assessing global client and internal functional impact related to the Visa Claims Resolution (VCR) product.  The role leads planning efforts on behalf of CSS support organizations in five regions to represent a consolidated CSS perspective to various product offices, technical solutions architects and Visa Technology groups,

The role will identify CSS and client support requirements, risks, dependencies and implementation timelines for new and enhanced features and functions offered through the VCR. Subsequently, the role will develop processes, communication tools and overall guidance to regional heads/leads to ensure they have accurate and timely information for supporting Visa clients and managing the teams delivering client support.

RESPONSIBILITIES
 

• Responsible for representing requirements and risks on behalf of regional client-facing client support organizations

• Become a subject matter expert in client configurations with deep understanding of client integration requirements to support VCR offerings including Real-Time System Interface (RTSI) and User Interface (UI) options along with interoperability with various VisaNet systems

• Prioritize internal and product enhancements to address high-impact client issues

• Partner with Product and Technology groups in planning and prioritizing product changes to understand the scope of client impacts by product and partner with Product on defining unique solutions where applicable

• Engage with regional client support to gain feedback on existing product offerings for continuous improvements

• Identify opportunities for client performance optimization of both deployed and non-deployed features

• Lead CSS contributions in development of business cases for new VCR-related products/services.

• Ensure client and partner processing compliance

• Partner with Product and participate in Product Development Methodology (PDM) phases/activities to represent the needs of clients and five CSS regional support organizations

• Lead internal process re-engineering projects at a functional level to deliver enhancements that can be adopted by the various stakeholders to improve global service delivery

• Identify opportunities to improve inter-regional processes and procedures and takes the initiative to lead and drive change that results in measurable and sustained improvement in cost and/or quality.

• Negotiate and communicate project timelines that balance functional impact, client impact and Visa corporate IT goals

• Build and maintain relationships with key senior business leaders in the Visa Technology, CSS leads, Product, Sales, and strategy organizations

• Define and influence best practices across various global CSS organizations, Product and Technology with the goals of transferring knowledge cross-organizationally, increasing operating efficiencies and improving client satisfaction.

• Expert knowledge of large-scale Visa products with dependencies on multiple Visa systems and deployed to a large volume of clients

• Ability to coordinate work activities and schedules with others to ensure project commitments and overall objectives are met.

• Ability to make decisions involving complex business and technical solutions where little or no precedence exists.

• Ability to translate complex client / user business requirements into technical requirements to communicate effectively with multiple development teams

• Demonstrated detailed knowledge of the full breadth of systems, products and services offered by Visa

• Ability to view challenges strategically and communicate benefits

• Significant experience in strategic and analytical business analysis

• Strong Program Management experience overseeing global initiatives

• Expert level business and data analysis skills presentation skills

• Strong oral and written communications, negotiation skills

• 10+ years industry experience

• Bachelor’s degree or equivalent; MBA preferred

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