Operations Support Analyst

  • Austin, TX
  • Full-time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Position Summary

This role will lead a small team responsible for a wide range of important operational support activities for Visa University’s (VU’s) client training delivery. It requires effective communication across all levels of the organization as well as across global teams to ensure everyone is synchronized in their roles. The person performing this role will be considered the SME for VU’s training administration where they will provide structure for project assignments to all delivery team members. This position includes global collaboration across multiple time zones and will require occasional flexible work schedule to support the team.

Essential Duties and Responsibilities

In partnership with the VU Payments College and with guidance from the Global Delivery Director, you will:

  • Lead a team responsible for end-to-end multi-region and global course delivery to ensure seamless delivery for an excellent client learning experience

  • Oversee/execute coordination of all delivery activities including:

    • In-person delivery logistics: venue confirmation, facility access, catering, vendors, shipping session materials, etc.

    • Virtual delivery logistics: establish delivery location ensuring accurate settings, content accessibility, secure and coordinate timing of all necessary support contributors, etc.

    • Monthly client billing: revenue, incentive and waiver management

  • Proactively identify and mitigate risks and issues ensuring successful course delivery

  • Exercise independent judgment with minimal direction from supervisor, and work independently to manage one’s time by prioritizing efforts

  • Manage course registrations cancellations and rescheduling within the Learning Management System (LMS) and monitor attendance levels for multiple courses as necessary

  • Report on key metrics including enrollment, attendance, evaluation, billing and budget. Lead a post-mortem discussion on all training programs that will empower executive decisions.

  • Respond to all client queries providing first-level troubleshooting in a timely manner through to resolution

  • Engage with technology teams bringing awareness to technical issues and work these through to resolution, communicating status to stakeholders as needed

  • Provide technical support, including writing of business requirements for system enhancements, testing and launch of new tools and/or functionality to support the business

  • Work with merchandise management vendor to order items for programs

  • Provide administrative/coordination support on ad hoc or special projects as assigned by management

  • Maintain a working knowledge of VU’s products and services.

About You

  • You are service-oriented and keep the client experience front-and-center in everything you do

  • You are highly skilled at setting priorities and managing client expectations

  • You are detail-oriented and enjoy ensuring everything is in order and executed flawlessly

  • You are skilled at communicating across organizational levels, especially influencing without formal authority

  • You are highly collaborative and adept at building productive working relationships with key stakeholders and management at all levels.

  • You are resilient, agile, and flexible

  • You are proactive and can anticipate issues before they arise

  • You have a global mindset and embrace the need to operate with cultural norms and in time zones other than your own

This position is open to the following locations: Atlanta, Denver, Foster City, Miami Telecommute.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications:

2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)

 Bachelor’s degree or equivalent experience. Requires a minimum of 8-10 years’ experience in a program management, customer support, or equivalent role preferably in financial services or information services environment.
 Proficiency providing technical and consultative support to stakeholders with varying levels of technical aptitude.
 Demonstrated ability to articulate complex technical terms or processes into business language.
 Working knowledge of MS Teams, Microsoft Office, Excel, Word, PowerPoint, WebEx Training & Events is required: Cornerstone, Absorb or other LMS systems are a plus.
 Strong team player with ability to work effectively across multiple departments to deliver on goals, as well as cover for other colleagues during peak times.
 Highly flexible with an interest in working within a global framework (different time zones) and an ability to adapt quickly to a changing environment.
 Strong verbal, written, presentation and interpersonal skills are required.
 Multilingual fluency (oral and written) in Spanish and Portuguese required.


COLORADO APPLICANTS ONLY: The estimated salary range for a new hire into this position in Colorado is 75,400 USD to 96,100 USD. Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for annual bonus and equity.

Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

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