Sr. Process Optimization Consultant - Client Care

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

The Senior Consultant is accountable for delivery of successful commercial and money movement (CMS) support with close collaboration with our New Flows Client Service team members.

Essential Functions

As a member of the Change Excellence Team in Client Care Operations, lead projects and/or processes while providing mentorship to other team members in CMS Support (i.e. new builds, changes to existing products or services) is essential to building and implementing a scalable contact support system for CMS.  Also responsible for identifying, documenting, and analyzing processes for continuous improvement as well developing and implementing strategies to drive efficiency gains and leverage automation.

• Create, lead, and define the supporting process of an operational excellence program that tracks, implements, and governs improvements and efficiencies across Client Care further strengthening Operational Excellence Lean Culture and Debt Reduction opportunities. 
• Assess the needs of the business and process requirements for improved operational efficiencies and automation potential.
• Works independently but will partner with the business leader on key initiatives (i.e. building new support models, documentation, transfer of knowledge from L3-L1 or L2).
• Build training documentation and increase completion rate in Client Care vs L3 support is essential to Client Care support metrics. Liaison between L1 or L2 contact center support organization, and L3 support organization to reduce friction and identify training needs.
• The role will rely on your creativity and technical competence to identify and resolve problems, collaborate with multiple partners on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing marketplace of support solutions, and more.
• You will be part of our world class customer support team and will support the business and the technical needs of our growing client base.
• Create and present analytic deliverables to both internal and external stakeholders with varying degrees of analytical and technical expertise
• Gain an understanding of root problems, define analytical objectives, and formalize data requirements for various types of analyses
• Compare client performance against industry best practices with a shrewd eye toward identifying performance and/or profitability improvement opportunity
• Develop presentations of complex data and content for clients in an accurate, understandable, and engaging manner

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

Preferred Qualifications

• 9 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)
• Progressively responsible experience in a program or product management role in FinTech, and B2B software and money movement solutions
• Ability to communicate effectively with both business and technical resources.
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements:<