Senior Consultant - Client Care Service Delivery Modernization

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 Senior Consultant is accountable for delivery of successful commercial and money movement (CMS) support with close collaboration with our New Flows Client Service team members.

As a member of the Service Delivery PMO team, leading projects and/or processes while providing mentorship to other team members in CMS Support (i.e. new builds, changes to existing products or services) is essential to building and implementing a scalable contact support system for CMS.

• Works independently but will partner with the business leader on key initiatives (i.e. building new support models, documentation, transfer of knowledge from L3-L1 or L2).
• Build training documentation and increase completion rate in Client Care vs L3 support is essential to Client Care support metrics. Liaison between L1 or L2 contact center support organization, and L3 support organization to reduce friction and identify training needs.
• The role will rely on your creativity and technical competence to identify and resolve problems, collaborate with multiple partners on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing marketplace of support solutions, and more.
• You will be part of our world class customer support team and will support the business and the technical needs of our growing client base.

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
• PMP certification

Preferred Qualifications:

• 9 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
• Progressively responsible experience in a program or product management role in FinTech, and B2B software and money movement solutions
• Ability to communicate effectively with both business and technical resources.
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.
• Black Belt Six Sigma Certification is a plus.
• Excellent time management, organization, and planning skills are essential.
• Proven success in client relationship management.
• Self-starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team
• Demonstrated experience learning and working with complex, integrated platforms.
• Excellent verbal, written, presentation and interpersonal skills. Demonstrated ability to articulate complex technical terms or processes into business language.
• Knowledge in application programing interfaces (APIs) gateways.

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,