Client Care Business Program Analyst

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 Care Analyst will be responsible for change management, process improvement, data analytics and project management. Incumbent will work closely with Contact center operations, support groups and account managers to ensure projects are delivered on time. The role will require incumbent show a high degree of initiative and cross-functional collaboration and ownership.

Job Scope

• 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 identify process improvement opportunities.
• Actively seek new process and methods to update and delivery communication to the contact center
• Drive implementation of metric-based improvements including monitoring, reporting, performance analysis and cost benefit
• Provide senior stakeholder updates, translating complex problems into data and insights throughout the journey and enabling informed business decisions
• Effectively prioritize to deliver on-time completion of all tasks assigned.
• Provide ad hoc support as needed to Contact Center operations to ensue daily departmental tasks are effectively accomplished.
• Participate in ad hoc projects as needed to support the department and/or function.

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:

• 2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• STRONG Project Management experience (Six Sigma or PMP Certified Strongly Preferred)
• Expert skill in creating written content and presentations with complex information in a rapid-paced environment.
• Technical writing experience or related experience is a plus.
• Contact Center experience (Strongly Preferred)
• Advanced knowledge of the payments business and VISA operating procedures.
• Advanced knowledge of all Payment Product Lines
• Skilled in word processing and desktop publishing tools (Outlook, SharePoint, Word, Excel, and Power Point).
• Strong verbal and written communications skills.
• Self-motivated and strong time management skills with the ability to work under tight deadlines
• Flexible team player with strong interpersonal skills, ability to take direction, offer a point of view, and work with a variety of people within the organization.
• Ability to adapt to change quickly to tackle unfamiliar tasks and requests with enthusiasm and resourcefulness.
• High degree of professionalism, courtesy, and respect.
• Demonstrated ability to work in a complex organization to determine business and customer needs and to build solutions to meet those needs.

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, nati