Service Experience Sr. Manager LAC

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

The Visa Service Experience Sr. Manager LAC is a liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client services enablement needs.  This role has a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and Fintechs in Latin America and the Caribbean. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.

This Sr Manager position is an individual contributor responsible for managing complex strategic initiatives as the key CS lead representing the division’s needs for successful enablement and launch.

Essential Functions

• Develop a strong partnership with the Regional VAS & Core Product teams to be recognized as a key contributor to their overall success.
• Act as CS Lead on assigned new products and initiatives, work closely with the Regional Product Team and Global Service Experience to understand roadmaps, business enhancements, maintenance releases, and gauge their impact on current CS processes and programs. 
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Develop and maintain the necessary artifacts based on the Service Experience Framework and the BAU Transfer agreement to educate and train Client Services stakeholders for new products and services.
• Maintain team’s repository.
• Act as a Subject Matter Expert on various product features assigned, serve as an escalation point for complex issues encountered by BAU client service members.
• Lead complex and multi-layer implementations for various strategic initiatives with Visa internal and external stakeholders to ensure customer expectations are exceeded, utilizing project management best practices and skills.
• Define, coordinate, and manage internal initiatives with cross functional teams, own the client service experience model and report on inactive progress and risks.
• Apply knowledge of REST APIs and technical know-how to work with internal resources to bring products to market in a logical manner.  Integration goals must be operationally feasible for both internal teams as well as client integration norms and needs.
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
• Coordinate and influence internal and external resources to ensure delivery on commitments.
• Responsible for own project-workflow assignments with initiative to solve problems and meet deadlines required by wider project teams.
• Build and enhance positive working relationships with internal and external stakeholders.

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
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Excellent time management, organization, and planning skills are essential.
• Excellent business communication skills (written and verbal) with attention to detail on nuanced topics.
• Minimum of 10+ years progressively responsible experience in a customer support or product/project management role in financial services, payment card, software or information services is required.
• Working knowle