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.

Functional Summary

Client Services (CS) 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 functions, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. Within CS is the Client Readiness & Enablement (CR&E) function that supports the implementation of new core and digital emerging products and services and manage a variety of enterprise product initiatives for Visa Inc. issuers, acquirers, processors and merchants.

Visa’s Real Time Payments (RTP) focuses on building and deploying innovative technologies to modernize payments around the world.  To expedite this global transformation, we are looking for leaders that are passionate about innovating and delivering truly differentiated payment solutions for specific marketplaces.  Successful execution of this role will be achieved through a combination of leadership, payments, and delivery knowledge, communication, and applied strategy in Visa’s new and rapidly expanding Real Time Payments offering.

This is an individual contributor role responsible for working with internal stakeholders and external Visa client banks, processors, vendors and service providers to implement projects related to Visa emerging products and services. This role serves as a technical and functional specialist that requires strong execution and analytical abilities and works independently with guidance only in the most complex situations.

The Director, Client Readiness & RTP will play a consultative role during pre-project engagements with key clients and internal cross-functional teams to understand the scope of client needs and partner with Product on defining unique solutions where applicable.

In addition, the RTP role will drive Visa’s Real Time Payments team strategy through ownership of critical work streams for operations delivery, implementation and support. The role will work with the product, architecture, and technical teams to define solution requirements for RTP capabilities and will spearhead business efforts to build out these requirements. They will also lead the Client Services work stream for in-market RFP responses, as we work to build world-class real-time national payment infrastructures around the world.

Applicants with Subject Matter Expertise in multiple areas such as card payment systems, Real Time Payments (RTP) products and services within a payment-processing environment will have an added advantage.

Responsibilities

Real Time Payments (RTP):

• Lead CEMEA RTP Client Services efforts and engagements with RTP internal and external stakeholders, both regionally and globally
• Review technical, operational, architecture and financial documentation, including Request for Information, Request for Proposals, Requirements, Architecture, Workflows for impact assessment to Client Services people, process, documentation, tools, and technology
• Lead Client Services pricing proposals and FTE forecasts for national payments infrastructure, value added services, and applications. Taking into consideration Financial Institution and Transaction volumes and related metrics. The Business case requires valid justifications, risks, and assumptions.
• Interview, select and engage with potential System Integrators and Technology Partners for implementation and operational capabilities
• Develop Visa’s Client Services migration, implementation, delivery and operations approach for RTP
• Input to the project plan, and customizing resources and deliverables based on the phases of the program
• Provide Client Services input to the Target Operating Model, Service Model, Service Descriptions, and Technology Cookbook to identify key capabilities to deliver services, critical success factors, value creation initiatives, and continuous improvements
• Input requirements for Client Services tools including Portals, CRM, Case Management, ITSM, Knowledge Management repository
• Create CS onboarding and support processes highlighting workflows, inputs, outputs, hand-offs, customer journeys, and what-if scenarios
• Provide written responses for storyboarding, onboarding and support business processes, Request for Proposal Technical and Commercial responses, Operational Requirements, and clarification questions
• Provide example case studies from the region demonstrating payment innovation and successful infrastructure delivery
• Present to Central Banks and Banking Associations on the RFP proposal and operational capabilities
• Review and input to partner contracts, Statements of Works, and RTP Service Operator Service Level Agreements.
• Provide critical support for strategic decisions including delivery, pricing and commercial frameworks, launch strategies and timelines, and go-to-market
• Communicate Visa RTP’s goals and CS activities to relevant Executives and prepare Executive level presentations and communications to articulate the strategic value and potential challenges of the new engagement.

 Client Readiness:

• Partner with Product at the early stages of design and development activities to represent the needs of the CS organization
• Work with stakeholders in CS, non-CS organizations, Core Product and Digital Solutions Product teams to analyze requirements of new core products, digital products and services or initiatives to support the business, and formulate implementation and support solutions
• Deliver specialized operational output on complex initiatives without predefined instructions through individual efforts and matrix management
• Partner with Product to understand the strategic roadmap and sales targets, interpret and communicate Client Services and client needs.
• Adopt CR&E operating model to define support and implementation plan, execute 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
• Incubate and refine implementation processes and procedures for new product/services to a high degree of accuracy in their efforts to transition the implementation of these products/services to the business as usual (BAU) implementation teams as a stable, repeatable and scalable process.
• Deliver comprehensive training and create relevant materials and artifacts such as implementation processes, implementation guides, presentations, forms, project plan, FAQs on new Visa products and services for internal CS Implementation Consultants, Account Managers and Technical Account Managers (TAMs) and use developed artifacts to handover when they are ready to move to BAU
• Build and maintain relationships with key senior business leaders in the Visa Technology, CS, Product, Sales, and strategy organizations to insure that Readiness can support the deployment of all new products/services.
• Subject matter expert in client configurations with deep understanding of client integration requirements to support industry and Visa APIs with VisaNet processing in addition to interoperability and dependencies that should be considered to minimize risk
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently and displaying a professional presence
• Assume appropriate decision-making authorities to ensure flawless execution of business objectives
• Identify opportunities for process improvement and/or new methodologies to improve departmental efficiencies and service delivery to clients
• Develop and recommend scalable processes, communication tools and overall guidance to internal CS delivery teams to achieve the product and platform goals

• Bachelor’s degree required. Advanced degree preferred.
• Minimum 8 years of professional experience in a Business/Project Management / Information Technology role including 3-5 years as a subject matter expert in a card payment, Real Time Payments (RTP) products and systems
• Previous experience of Real Time Payments and / or Automated Clearing House (ACH) payment networks and ISO 20022 messaging is essential
• Demonstrated expertise in payments, strategy, consulting, pricing models, customer service operations
• Ability to understand customer needs, drive customer value creation, and develop go-to-market strategies to accelerate growth
• Capable of forming and advocating an independent viewpoint, with strong influencing, negotiation and communication skills.
• Demonstrates strong thought leadership and is comfortable navigating complex business problems, whilst working across a range of internal and external stakeholders.
• Ability to thrive leading key initiatives and moving work streams forward in a dynamic, fast-paced, and often ambiguous working environment
• Natural collaborator with ability to effectively lead cross-functional teams to drive deliverables, projects, and engagements to completion.
• Understanding of mobile payments technology, including NFC, secure elements, contactless payments, online/remote payments, and in app payments.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions & strategies
• Ability to make decisions involving complex business and technical solutions where little or no precedence exists
• Ability to view challenges strategically and keep pace with the demands of the business by anticipating problems and identifying opportunities then proposing appropriate solutions
• Ability to apply understanding of systems and processes coupled with analytical ability to solve complex problems involving interfaces between various systems within organization
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholder at senior management levels
• Must be a self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under pressing deadlines
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Strong project management skills
• Strong verbal, written, presentation and interpersonal skills are required