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Job Description
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, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
The Sr. Manager, Client Enablement role operates as an individual contributor and is responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of Visa Business Solutions products and services. This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.
The Sr Manager provides technical expertise, project management and support to the VBS Client Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client-facing release management, change management, and align external communications. Additionally, this role will partner with Product teams to shape go-to-market strategies and processes, and ensure the needs of the VBS Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services. This may include contributing to product roadmaps, enhancement requests, and coordinating the development of artifacts such as implementation guides, training, client communications, FAQs, etc.
This role is expected to work across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations. This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.
Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases. Ensures communication objectives are achieved and unanticipated impacts are mitigated
Liaise with Product and Technology teams to identify support and implementation requirements for VBS product and services
Perform impact assessments to ensure overall effectiveness of the support organization
Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
Oversees programs and action plans, aligning efforts of the VBS Client Service Delivery organization with other key Visa stakeholders
Manages a suite of projects to deploy and enhance the Visa Business Solutions support model, support capabilities, and client service
Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal. Brings the Voice of the Client to cross-functional teams. Influences prioritization and product roadmap
Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live. Facilitates release management from a client point of view.
Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs
Develops and manages a set of KPIs/metrics to track performance of the Client Service Delivery function
Qualifications
Basic Qualifications 8 or more years of relevant work experience with a Bachelor’s 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 PhDPreferred Qualifications 9 or more years of relevant work experience with a Bachelor’s 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 Hands on experience with cards, payments networks, or B2B payments Previous experience with implementations, client consulting, and client support Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centers Proven track record of leading and driving teams to achieve and exceed established goals and objectives Strong project management discipline. Six Sigma and/or PMP certification preferred Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment Track record of building and maintaining strong business relationships with internal and external stakeholders Strong understanding of Information Technology, Security, Compliance, and Service Management concepts Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions Experience building metrics and KPIs that measure operational performance Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation Strong oral and written communications Proficient at MS PowerPoint Experience with data analysis and tools such as Tableau Demonstrated Influencing and negotiation skillsAdditional Information
Work Hours: Varies upon the needs of the department Travel Requirements: This position requires travel5-10% 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.
Vacancy expired!