Client Training Manager

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 Client Training Manager - Latin America is a member of Visa University, responsible for the efficient and effective delivery of Visa-specific training for client partners, including senior stakeholders at financial institutions, merchants, Fintechs, and other external audiences. The ideal candidate is a proven individual leader with deep knowledge of the payments industry as well an energy and passion to facilitate engaging training programs both in person and virtually to influence and impact our clients’ business. Visa University sits within Visa Consulting and Analytics.

RESPONSIBILITIES

Training

• Lead by example and role model a passion for best-in-class training delivery to upskill the client workforce, support organizational learning and development goals and priorities, and show the value that Visa delivers.
• Deliver in-depth, multi-day training curriculum on payments landscape, operations, and disputes across the region in person and virtually.
• Support for VU’s Digital Payments Library, including recorded instructor-designed short 'Ask the Trainer' video segments.
• Support for instructor-led client Office Hours, answering questions directly from clients.
• Bring an innovative mind set to each training experience. For example, ability and willingness to support the adaptation of instructor-led training content to a digital on-demand format.
• Provide timely pre-class and follow-up support for learner queries as needed.
• Monitor and review client satisfaction scores and feedback for training delivered and work on continuous improvement for future sessions. Ensure evaluations are completed post-class.
• Actively review the effectiveness and efficiency of content and modality of delivery for continuous improvement. Identify on an ongoing basis potential learning gaps and/or needs of clients and ensure feedback cross functionally within Visa University.
• Work with other Trainers for cross-training purposes.

Technical/Subject Matter Expertise

• Understand technical and strategic payments issues in each priority market.
• Ability to build trusted partner relationships with internal subject matter experts, including through active participation in content family Advisory Boards that guide new content development,
• Collaborate, as SME and reviewer, with VU Shared Services functions during content development and continuous improvement updates as needed.
• Engage cross functionally with subject matter experts to ensure that you stay on top of the latest information and developments in your curriculum areas.

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

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• 10+ years with progressive experience in training delivery.
• Deep knowledge of the payments industry, ideally with awareness of Visa’s operations and dispute resolution processes.
• Passion for teaching and facilitation and providing the best learning experiences for learners.
• Ability to deliver learning programs using single channel or blended approaches, including virtual and classroom-based instructor-led training (ILT), peer-to-peer learning, on-the-job