Sr. Consultant, Service Experience

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. CS works with issuers, acquirers, processors, FinTechs, and merchants worldwide to develop and deliver the support model for Visa Inc.  This includes day-to-day operations and product support, back-office support, and customer performance reporting. 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, and enabling our client facing teams to deliver and scale new products like Visa Direct in the market.

Visa Direct CS Mission: Visa Direct is a payment service that facilitates fund transfers/disbursements to cards, wallets, and accounts around the world using push payment technology.  Through close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders, we ensure the delivery of the essential knowledge, processes, tools, and insights that support our clients with the adoption and ongoing success of their Visa Direct business.

Senior Consultant, Global Service Experience

This role will focus specifically on Visa Direct and Alias Directory Service – a payment service that Visa provides to facilitate fund transfers/disbursements to cards, accounts, and digital wallets around the world using push payment technology and account aliases like email addresses and mobile phone numbers.

The Senior Consultant for Global Service Experience will have a good mix of business, functional and technical knowledge. This is an individual contributor role with global reach collaborating and supporting Client Services, Product, and Technology teams across all markets.

The ideal candidate will be well versed in money movement, and can work independently with limited supervision for moderately complex projects and initiatives. Strong candidates are self-motivated, adapt quickly to change, have the ability to learn, and are willing to challenge and ask questions in order ensure an optimized client experience.

In this role, you are expected to:

• Understand how aliases are used in money movement transactions globally
• Engage early in the product development process to provide input to design, development, implementation, client engagement and support processes
• Develop strong partnership with Global Visa Direct Product Development, Technology and Regional and Global Client Services teams located in Visa hubs across the world including London, Dubai and Singapore
• Lead cross-regional and/or cross-functional Visa Direct initiatives that may impact clients and client services teams from a business operations perspective including changes to current products and implementations of new products
• Accountable for ensuring regional and global teams have a view into the initiatives including anticipated impacts and proactively soliciting input and feedback from global and regional partners
• Develop necessary training documentation and artifacts to ensure effective training and knowledge transfer to all affected CS teams to ensure they can execute the strategy with the clients
• Capture and prioritize issues that prevent supporting clients at scale and ensure a feedback loop into Product and Technology
• Be a Visa Direct subject matter expert in the Client Services team including knowledge of the APIs, VisaNet processing, implementation guides, client integration options, deployment, and post-production support

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