Senior Consultant, Process Optimization/Improvement

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

Client Services works with issuers, acquirers, processors, and merchants worldwide to develop and deliver on our commitment to uplift everyone, everywhere by being the best way to pay and be paid. To deliver on this critical mission, we must continually assess and improve our performance both internally and how we support our clients.

One of our top priorities is to transform our client services organization with a clear strategy to deliver simple, fast, and always available world class service experiences to our clients. Our transformation team are the creators, innovators, and implementors of this effort.

This role will support the client services leadership team in driving a process improvement culture and will support the strategic priority initiatives. As a key member of the client services transformation team, this individual will report to the Client Services Director Service Improvement, and will partner closely with key stakeholders across our organization to achieve workstream objectives in alignment with the overall strategy.

• Partner with cross-functional teams to improve the client experience, service standards and/or, operational efficiency and effectiveness through process design and re-engineering
• Uses a wide variety of analytical & process management skills to develop comprehensive process improvement plans.
• Drive implementation of metric-based improvements including monitoring, reporting, performance analysis and cost benefit
• Translates the 'voice of the client and/or employee' into strategic initiatives, partnering with global senior stakeholders to deliver on an improvement pipeline
• Acts as an ambassador to coach and lead the client services organization to deliver process improvement and cost saving across our business
• Provide senior stakeholder updates, translating complex problems into data and insights throughout the journey and enabling informed business decisions

This position is to be based in Miami and may or may not present relocation or sponsorship assistance.

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 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
• Certified Six Sigma Black Belt
• Minimum 10 years experience in successful delivery of large initiatives with demonstrated business value
• Experience in leading/matrix management of dynamic and multi-cultural teams, with shifting priorities in delivering commitments
• Proven ability to articulate complex problems in a non-complex way,
• demonstrating the need and value of driving change
• Strong analytical, problem solving, facilitation and project management skills
• Proven track record to deliver results by way of introducing new methods and thought processes to drive business process improvements.

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 incu