Client Services - E-Commerce Senior Project Manager - Level 4
- Full-time
Job Description
Role
- Responsible for onboarding projects related to E-commerce solutions within Clients Services team for the banks in contract with VEF for the ACS (Access Control Server) service and for the banks who are using other Visa e-com solutions
- Responsible for the client high-level business requirements gathering (Technical, Business, Regulatory) for the E-commerce payment services
- Responsible to share and align client demands with Technology and Operation Partners such as Service Design and Production Operations
- Responsible for leading projects, ensuring that clients projects are delivered in time, on budget and with quality leads in a customer facing environment
Mission
- Driving the relationship with the Client for the E-commerce Payment Services (commercial proposal, be the point of contact once the services has been launched)
Support several banks or clients with e-com related projects such as the migration to the new ACS platform (ACS 3DSecure), the new 3 DS 2.X protocol, the risk management (APM, RBA) to follow the PSD2 requirements, the real time provisioning and support also clients ACS requests (template changes)
- Day-to-day, leading all the project management tasks
Manage the clients requests / needs
Ensure that Clients requirements are comprehensive and documented
Scope the project (business requirements, delivery plan, costs)
Support the Service Design Team to help drafting the specifications for the suppliers
Organize and lead workshops, projects committees, Steering committees with the clients and write the meeting minutes
Write the commercial proposal with the support of the T&O Service Design team and the Client Services implementation team if needed
Ensure that the commercial proposal is signed before a project is launched
Ensure that the functional specifications and acceptance test strategy documents are sent to the clients
Coordinates the client changes internally with the other services (Sales, Legal, T&O Service Design, VEF-implementation, Production) and with the suppliers
Follow the projects milestones to deploy evolutions in time
Ensure that client questions, requests, issues are addressed and processed internally
Report (projects status, updates and warning) to the Client Services manager
Manage all the client facing project documents (planning, actions follow up, reporting)
Provide support and information related to the ACS service (Roadmap, Workshop, User Guide, FAQ …) to the banks
Provide all the required information to the Client Services manager in order to bill the clients
Manage the Compliance for its activities (Visa Key Controls, PCI-DSS, …)
Contributing to the development and management of the service contracts, in the context of relations with clients if needed
- Anticipating trends and developments in the external environment and recommends innovative and creative solutions to Customer Services issues: identification of new opportunities, documents of clients’ needs and business case developments
- Anticipate customer needs and find new opportunities to propose Visa services in collaboration with the Products and Sales team
Managing interactions with the internal and external parties
Internal interactions
- Global Client Services team
- All departments of the Technology & Operations Service, including the IT Build, Back-Office Operations, Fraud Operations, Architecture Systems and Network, Business Intelligence and Service Design departments of the Business Operations department
- All the VEF departments for internal support or contribution to the VEF activity, in particular Sales, Products, Marketing and communication, Client Implementation, Customer support, Legal and regulatory teams.
- All other Visa divisions/directions
External interactions
- Clients (Principal Members)
- Service providers and processors (Equens Worldline, Orange, STET)
Qualifications
Background
- Good knowledge of card payment transactions (authorization, clearing and settlement, fraud management)
- Experienced in managing innovative digital solutions
- Knowledge of the electronic payment ecosystem
- Good professionnal english level
- French speaking (mother tongue or bilingual)
- Good knowledge of the requirements and standards for the security of payment systems (cryptographic systems, PCI-DSS, etc.)
Skills
- Strong organizational skill
- Strong team player
- Great sense of communication regardless of the level of the interlocutor including ability to interact in a customer facing environment
- Good understanding of the market needs
- Ability to shift priorities and demonstrate proactive willingness to help others
- Understanding of how decision may affect other teams and contribute to broader success
- Rigour and autonomy
- Sense of synthesis
Diplomas & Experiences
- Bac +5 degree (preferably in the IT field)
- At least 6 years of experience in the bankcard operation or in a financial service environment
- At least 6 years of success in project Management supporting complex clients and / or services
- At least 3 years experience on E-commerce