Client Services - E-Commerce Senior Project Manager - Level 4

  • Paris, France
  • 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
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