Director, Client Implementations & Consulting, North America Client Readiness, Visa Direct

  • Foster City, CA, USA
  • Full-time

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

 

Job Description

Position Summary:

Client Services 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, and enabling our client facing teams to deliver and scale new products like Visa Direct in the market.

Within Client Services, the role of the North America Readiness team is to take ownership of this vision and deliver with excellence for our organization and our clients. Readiness acts as the liaison between Product and Client Services to engage early and provide input during the design and development stages, including building out implementation and support requirements for new business, and partnering cross-functionally to identify and communicate platform and product roadmap impacts to the client facing support teams to enable our client’s success.

We are hiring a North America Readiness Client Implementation & Consulting Manager to focus specifically on Visa Direct – a payment service that Visa provides to clients (issuers, acquirers, processors, merchants and service providers) to facilitate fund transfers/disbursements to Visa accounts in the U.S. and around the world using push payment technology. Currently, the push payments market in the North America is estimated to be a $13T opportunity.


Job Scope:

This is a new, unique opportunity for a technical project manager to consult with strategic clients in North America and will directly impact the success of our teams and how we deliver value to clients and internal stakeholders. This role is focused on “beta” projects and pre-and post-production: driving new builds and incubating them to ensure the client’s success, and post-production optimization. A successful candidate will use their technical expertise blended with business acumen to solve complex problems for our clients, apply independent judgment in resolving issues and making recommendations, and drive execution by leading cross-functional teams on new technical implementation projects. This candidate will have deep knowledge of payment processing and real-time payments. This is an individual contributor role at an advanced level, responsible for technical consulting and implementation projects with Visa’s strategic clients. The successful candidate will develop strong partnerships with key stakeholders in Product and Client Services and use their deep expertise to solve real world challenges for Visa’s issuing banks, acquirers and merchants. This candidate is an organized self-starter, has a bias toward action, and a passion for client success while scaling new products.

Responsibilities:

  • Act as key point of contact for strategic clients with complex technology footprints who want to connect to Visa to execute their digital payments strategy. Over time, become a client consultant and subject matter expert for key operational/technical solutions required to successfully implement a client on Visa Direct, such as onboarding clients to the Visa Direct APIs, Visa Settlement, file delivery endpoints, reporting, and testing.

  • Define and drive project plans and related activities, tools, processes and procedures and operational support/implementation strategies for successful deployment of Visa Direct implementations that do not fit in a box.

  • Live and breathe “project management 101” skills without fail: setting agendas, sending clear and succinct meeting summaries, tracking to updated agreed upon project plans, and able to clearly articulate critical path items, risks and impacts. Your clients (internal and external) always know their milestones and next steps.

  • Drive document creation for newly formalized consulting arm of the business: build out of internal and external documentation for scoping, intake forms and operational best practices.

  • Develop client-facing presentations and present them in an accurate and engaging manner. 

  • Serve as an advisor to the organization, helping to identify gaps, bolster capabilities and deliver efficiencies. Embrace and implement new methodologies and optimize on an ongoing basis as the business scales within the organization.

  • Responsible for own workflow assignments and must be able to take the initiative to resolve problems, appropriately document and communicate risks, and meet deadlines.

  • Drive continuous optimization and make recommendations: Liaison with product offices to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.

  • Own & track Voice of the Client feedback items on implementations and participate in the formal feedback loop with internal teams and product to provide feedback.

  • Be a consummate Visa Direct champion in North America Client Services.

Qualifications

Basic Qualifications

  • 10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

  • Self-starter with high EQ & interpersonal skills coupled with technical problem solving abilities.

  • Strong technical aptitude with the ability articulate technical requirements to internal stakeholders and external clients.

  • Customer centric with validated ability to establish productive working relationships and influence internal employees and client executives in a dynamic and fast paced environment.

  • Ability to drive your own line of the business – track and prioritize customer expectations, track to KPIs and provide executive level reporting, and to work both as part of a team and independently.

  • Ability to identify optimization opportunities and put them in plan/carry them through to completion.

  • Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.) and aptitude to learn Visa API and transaction research tools.

  • Excellent verbal, written, presentation and interpersonal skills are required.

  • Knowledge of payments processing required

Additional Information

Travel Requirements

This position requires the incumbent to travel for work 10-20% of the time.

Physical Requirements

This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

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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