Director, AP Readiness

  • Singapore
  • Full-time

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

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. In addition to support client implementation of Visa products & services globally, Client Services 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.

Position Summary

The Client Readiness group is the primary liaison between AP and global Visa Product groups, Technology and Client Services to ensure Client Services and Visa clients can deploy and support current and future product launches and enhancements.

This role is responsible for delivering specialized operational output on complex initiatives without predefined instructions through individual efforts and matrix management. This role is responsible for partnering with Product to understand the strategic roadmap and sales targets, interpret and communicate Client Services and client needs. This role will be responsible for defining a support and implementation plan, executing them for the initial pilot clients/use cases and defining a plan to migrate support to core Client Services teams with a focus on operational efficiency and scaling to support the product sales plans.

Responsibilities

  • Lead Client Services contributions in the product development life cycle, identify key Client Services and client requirements to maximize the adoption of the product and ensure efficient support

  • Responsible for representing requirements and risks on behalf of regional client-facing client support and project management groups for introduction of new products, services or initiatives to support the business, and formulate implementation and support solutions.

  • Partner with lead and senior staff in AP Product, Global Product and Technology groups on the introduction of new products, significant product changes and new uses-cases

  • Liaison with product offices to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.

  • Lead internal process re-engineering initiatives to deliver enhancements that can be adopted by the various stakeholders to improve product adoption and support delivery

  • Identifies opportunities to improve both intra and inter-regional processes and procedures

  • Performs all Client Services post-project analysis to identify customer trends and actions to prevent future customer impacts.

  • Primary liaison 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

  • 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, BER support practices, Tools, Training, APIs, etc.)

  • Coordinate and influence internal Visa resources to ensure delivery on commitments.

  • Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines

  • Available to travel as needed to support business needs

Qualifications

  • Learn and acquire knowledge in digital technologies while keeping step with market developments

  • Understanding of web-based technology including HTML, JavaScript, web- based service APIs, JSON, XML

  • Subject Matter Expertise in multiple areas of VisaNet processing including digital payments, authorization, clearing & settlement

  • 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.

  • Functional Project management experience

  • Be able to communicate complex, technical concepts in a focused and well organized manner

  • Excellent written and oral communication skills

  • Willingness to take on new challenges, explore new ideas and be flexible with changing priorities

  • At least 10 years of professional experience in a Business/Project Management / Information Technology role (out of which 3-5 years as an SME in a technical service or product)

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