Service Experience Consultant

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

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Want more jobs like this?

Get jobs in Singapore delivered to your inbox every week.

Get Jobs

Send me The Muse newsletters for the best in career advice and job search tips.

By signing up, you agree to our Terms of Service & Privacy Policy.

This role will focus specifically on the payment services that Visa provides to facilitate fund transfers/disbursements to cards and accounts around the world using push payment technology. The role holder has the unique and exciting opportunity of deploying a relatively new payment capability and an impact of driving future market growth for Visa. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payment ecosystem. This is an individual contributor role working independently under limited supervision and requires strong execution, analytical skills, and relationship management with key stakeholders.

Key responsibilities include the following:

• Program Management for CMS initiatives within AP region

• Design and enable delivery of a scalable, repeatable, and effective client service experience from deployment to support for new solutions, while anticipating and planning for deviations to intended experience

• Manage client facing project implementation plan for new use cases

• Act as the “voice of the customer” internally to continually enhance the service experience

• Execute Money Movement initiatives that may impact clients from a business operations perspective including changes to current products, business and digital release cycle

• Become Subject Matter Expert for Visa Direct and B2B Connect within Client Services including knowledge of the APIs, VisaNet processing, settlement models, client integrations and post-production support model

• Enhance existing processes and provide Money Movement related consultation to clients and internal teams.

• Use technical expertise blended with business acumen to support resolution of critical issues by analyzing transaction level detail, API field data, leveraging Visa tools, and interfacing with cross-functional teams

• Develop artifacts, training materials and presentations for the Client Services team

• Define transition plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization

• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services

• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

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

• Bachelor’s Degree in Computer Science, Technology or equivalent
• 8+ years of experience in product/project management or product development in the payments industry, in a client facing role
• Functional Project management experience in a client facing role
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills
• Organized self-starter, result oriented, and a passion for scaling new products
• Expert knowledge of standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Team collaboration demonstrated by desire and willingness to share knowledge with the broader team, being receptive to new ideas
• Be able to learn and acquire knowledge in new solutions and technologies

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.