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 relentless focus on innovation is a catalyst for the rapid growth of digital commerce on any device 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.

By joining one of our teams at Visa Payments Ltd, a division of Visa Inc since 2019, you’ll have an opportunity to shape the payments experience globally. Being part of Visa, the world’s leader in digital payments technology, our mission is to connect the world through the most creative, reliable and secure payment network, enabling individuals, businesses, and economies to thrive. 

Individuality fuels our brand and our global team – we are proud that we are a talented team of 18,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life both within and outside of the office, and whether it is taking advantage of agile work schedules or our wellness programmes, Visa Payments Ltd and Visa Inc. respects and encourages meaningful work/life balance for everyone.

If you think you could support Visa as a Network Partner Service Analyst - Visa Payments Limited, we want to hear from you. 

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

What’s it all about?

The Network Partner Service Management team are responsible for monitoring, analysing and improving the technical and operational performance of our global Network Partners. This may include:

• Acting as a point of escalation for internal functions and engaging with our global Network Partners
• Acting as a point of escalation for Network Partners and supporting their engagement with Visa Payments Limited
• Supporting Partner Performance and Quarterly Business reviews with MI and data

What we expect of you, day to day.

This role will temporarily report to the Head of Service Management and be responsible for working with the business and with Network Partners to ensure engagements are as efficient and as effective as possible. This position requires an experienced SME with deep payments and operations experience and shall:

• Support internal functions by providing a point of escalation into our Network Partners for operational issues
• Support Partner Service Managers and Partner Relationship Managers to investigate issues/events
• Provide our Network Partners with a key point of contact for operational queries and issues.
• Provide SME input to help refine the Network Partner Service Management capability
• Support the production of network partner performance reports to measure the effectiveness of our Network Partners
• Support and prepare materials for quarterly business reviews
• Support MI requests in relation to route utilisation, performance and trend analysis and partner escalations/queries, etc.
• Maintain accurate and up to date Network Partner contact lists
• Document and share findings/learnings with a view to continually improving the service as well as streamlining the delivery of services in future
• Act as a key member of the cross functional Command Centre to support new client opportunities and route launches through a hyper care (warranty) period
• Oversee Salesforce opportunity Route Approvals
• Manage all queries in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments
• Demonstrate good knowledge of all Visa Payments Limited products and policies to ensure quality client query resolution and client satisfaction
• Build and maintain strong relationships with colleagues, clients and network partners

What we’re after…

• Experience of investigating and resolving issues and queries through engagement with global banks
• Experience working within a function that is solely or primarily concerned with delivery of payment services/support
• Experience of providing support to internal business units
• Must have experience using case management systems to manage workload
• Must have a detailed knowledge of cross-border and/or local ACH payments principles, rules, operating practices and industry norms
• Must be able to develop and maintain effective relationships with internal and external partners
• Ideally have a good understand of FX (Foreign Exchange) concepts and processes
• Ideally have previous exposure to SWIFT messaging standards and understand the core message types and usages
• Accepts responsibility for own workload and is able to prioritise, escalate and/or seek guidance where required
• Ability to make decisions based upon information available, present recommendations and deal with moderate challenges
• Can recognise and highlight any service enhancement opportunities (i.e. identifying faults with processes which are affecting client satisfaction) to enhance client experience
• Strong verbal and written influencing skills
• Strong multi-tasking skills & attention to detail
• Desire to embrace change, successfully adapting to changing demands and conditions
• Excellent written and verbal communication skills
• Analytical and methodical problem solver with a high attention to detail
• Collaborative and capable of working with closely with others to deliver results

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa Payments Limited is a better place to work and a better business partner to our clients.