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Service Experience Sr. Manager LAC

3 months ago

Miami, United States Visa Full time
Job DescriptionJob DescriptionCompany Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Visa Service Experience Sr. Manager LAC is a liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client services enablement needs.  This role has a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and Fintechs in Latin America and the Caribbean. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.

This Sr Manager position is an individual contributor responsible for managing complex strategic initiatives as the key CS lead representing the division’s needs for successful enablement and launch.

Essential Functions

  • Develop a strong partnership with the Regional VAS & Core Product teams to be recognized as a key contributor to their overall success.
  • Act as CS Lead on assigned new products and initiatives, work closely with the Regional Product Team and Global Service Experience to understand roadmaps, business enhancements, maintenance releases, and gauge their impact on current CS processes and programs. 
  • Prepare and maintain detailed project plans, status reports, and issues logs.
  • Develop and maintain the necessary artifacts based on the Service Experience Framework and the BAU Transfer agreement to educate and train Client Services stakeholders for new products and services.
  • Maintain team’s repository.
  • Act as a Subject Matter Expert on various product features assigned, serve as an escalation point for complex issues encountered by BAU client service members.
  • Lead complex and multi-layer implementations for various strategic initiatives with Visa internal and external stakeholders to ensure customer expectations are exceeded, utilizing project management best practices and skills.
  • Define, coordinate, and manage internal initiatives with cross functional teams, own the client service experience model and report on inactive progress and risks.
  • Apply knowledge of REST APIs and technical know-how to work with internal resources to bring products to market in a logical manner.  Integration goals must be operationally feasible for both internal teams as well as client integration norms and needs.
  • Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
  • Coordinate and influence internal and external resources to ensure delivery on commitments.
  • Responsible for own project-workflow assignments with initiative to solve problems and meet deadlines required by wider project teams.
  • Build and enhance positive working relationships with internal and external stakeholders.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications
• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

• English and Spanish required

• Portuguese is a plus

Preferred Qualifications
• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Excellent time management, organization, and planning skills are essential.
• Excellent business communication skills (written and verbal) with attention to detail on nuanced topics.
• Minimum of 10+ years progressively responsible experience in a customer support or product/project management role in financial services, payment card, software or information services is required.
• Working knowledge of Visa Products and various aspects of VisaNet processing to include Authorization, Clearing and Settlement.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Experience in Java or scripting languages, REST Based Services, Web Applications, mobile applications, API usage and design, SDKs, and developer tools.
• Comfort with public speaking and the ability to relay information clearly and confidently in large groups.
• Able to set priorities, influence others, and manage stakeholder expectations.
• Demonstrated success in customer relationship management and the ability to excel with partners.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Strong interpersonal skills and proven abilities in negotiating with and influencing stakeholders at all levels.
• Comfort taking the initiative to develop new and/or adapt older business processes, tools, and artifacts.
• Consistently exhibit Leadership Principles and have a passion for effecting positive change.



Additional Information

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 121,000.00 to 175,400.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.