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Sr. Service Experience Consultant

2 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

JOB DESCRIPTION

The Visa LAC Service Experience Sr Consultant is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have 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, Fintechs and merchants worldwide. This person will be supporting Business Enhancement Release program for an assigned LAC subregion and may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting.

LAC Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support, and customer performance reporting. Within Client Services, the role of Service Experience is to act as the liaison between Product and Client Services. To engage early in the product development process to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Service Experience ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.

This Sr. Consultant role is an individual contributor role responsible for managing complex and strategic Visa initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.

Essential Functions

  • Support the Visa Network system update program, known as Business Enhancement Release, for their assigned LAC subregion, ensuring a successful rollout in support of assigned subregion.

  • Liaison with Global Service Experience and other regional peers to understand and evaluate pilot initiatives, product enhancements, and technical business enhancement articles for communication and support with stakeholders.

  • Provide support to CS as an SME on Business Enhancements as well as organize initiatives and perform impact assessments.

  • Regularly expand your knowledge base with new products, methods, and partners constantly being introduced in a highly matrixed organization.

  • As Program Manager, lead complex and multi-layered implementations for multiple projects for Visa client institutions and processors to exceed customer expectations.

  • Develop and implement a client outreach strategy that assesses new products or processes and their impact on clients before live implementation when necessary.

  • Develop strong partnership with Global Product team to be recognized as a key contributor to their success.

  • Maintain a continuous path of global CS communication to provide timely feedback to Product.

  • Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients.

  • Identify/Prioritize key product needs, dependencies with regions, define success measures and track status with product.

  • Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens

  • Develop framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)

  • Accountable for ensuring regional teams have a view into the initiatives including anticipated impacts and proactively soliciting input and feedback from global and regional partners.

  • Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.

  • Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.

 

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 work experience with a Bachelor’s Degree, or at least 5 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 2 years of work experience with a PhD
Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
Excellent verbal, written, presentation and interpersonal skills
Strong collaboration skills
Demonstrated technical aptitude

Preferred Qualifications
9 or more years of work experience with a Bachelor’s Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 3 years of work experience with a PhD
Able to set priorities, influence others, and manage expectations. 
Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs.
Exhibit advanced leadership, planning, organizational and problem solving skills
Demonstrated understanding of the payment and data processing industries including industry trends and high level business drivers.
Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
Working knowledge of Visa Products and various aspects of VisaNet processing to include Authorization, Clearing and Settlement, Digital Payments, APIs and ISO Messaging as well as Visa Systems such as core / config.



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 113,100.00 to 164,050.00 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.