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.

The Client Readiness group is the primary liaison between North America Product, Technology and Client Services groups to ensure 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 collaborating 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

• Serves as the primary point-of-contact for Client Services’ multiple support groups for customer impacting initiatives that have not migrated to a business as usual status.

• Analyzes all initiatives that 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 Services staff including populating internal knowledge databases.

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

• Create and operate within a client outreach methodology that vets new products or processes and client impact prior to going live when needed.

• Liaisons with product offices to identify support or implementation gaps prior to product rollouts and resolves known issues.

• Performs new product/support impact assessments required to ensure overall effectiveness of the entire Client Services organization.

• The role also requires significant interaction and subject matter expertise in a number of broad areas with unique requirements that impact our NA clients and global processors.

• Consults on various topics with clients and support teams 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 workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.

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

• Understand our non-traditional client partners and the ability to remove roadblocks to deliver on commitments.

• Available to travel 20% of the time or as needed to support business needs. 

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

• 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.

• Working knowledge of Visa Products and various aspects of VisaNet processing to include Authorization, Clearing and Settlement.   

• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.

• Comfort with public speaking and the ability to relay information clearly and confidently in large groups

• Able to set priorities, influence others, and manage stakeholder expectations.

• Demonstrated success in customer relationship management and the ability to excel with partners.

• 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 stakeholders at all levels.

• Comfort working in a flexible environment where existing processes are not established and take the initiative to develop new processes.

• 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.

• Consistently exhibit Leadership Principles

• Have a passion for effecting positive change

• Work Hours:   Incumbent must make themselves available during core business hours with flexibility to address ad hoc issues.
• Travel Requirements: This position requires the incumbent to travel for work approximately 20% of the time
• EEO Statement:  Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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