Service Experience Senior Consultant

Visa•Atlanta, GA

3d•Hybrid

About The Position

The Visa Global Service Experience Sr Consultant is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on Client Services enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the work 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, Fintechs and merchants worldwide. This includes Product Implementation Services and Support, Enterprise/Government mandate projects, and Internal/external SME/Consulting support. This Global Client Service Sr Consultant will work with acquirers, Fintechs, and merchants worldwide to develop and deliver the service and support model for Visa Inc's Risk and Security Services products. This includes day-to-day operations and product support, back office support and customer performance reporting. Within Client Services, the role of Readiness is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Readiness ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products. Essential Functions: Will support delivery of product service standards and readiness, coordinating with key stakeholders on client delivery plans and escalation response. This role provides leadership of global service experience activities and supports the cross-functional delivery of systems and services for Risk and Security Solutions and associated initiatives. Serves as PMO to ensure delivery of our Global Service Experience strategy working with key stakeholders across regional Technical Solutions, Product, Operations and Infrastructure and Technology. Acting as a though partner helping to design, build, and execute on innovative and strategic global programs, ensuring consistency on a global scale. Design or improve tools, methodologies or processes that supports operational excellence and execution of our strategic vision Responsibility for coordinating internal teams to ensure Visa and client readiness for introduction of new or enhanced global capabilities. The Sr. Consultant also provides global connectivity across regional team members and serves as a key partner. Critical activities include: Monitor client satisfaction proactively across regions Analyze trends in global case data and platform health Provide voice of the customer to cross-functional teams from a CS perspective Drive engagement with stakeholders to improve platform performance, support and delivery of the global Risk and Security service model Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management) Oversees programs and action plans, aligning efforts of Global Service Experience with other key Visa stakeholders Manages a suite of projects to deploy and enhance the global service experience support model, support capabilities, and client service Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal. Brings the Voice of the Client to cross-functional teams. Influences prioritization and product roadmap Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live. Facilitates release management from a client point of view. Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. This Sr Consultant role is an individual contributor role responsible for managing complex strategic initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch. This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager

Requirements

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
Requires a minimum of 8+ year’s progressively responsible experience in a customer support role in financial services, payment card, and software or information services.
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.
Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
Excellent time management, organization, and planning skills are essential.
Ability to comprehend and translate complex technical issues and apply business solutions.
Demonstrate success in client relationship management.
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
Excellent verbal, written, presentation and interpersonal skills
Strong project management skills
Demonstrated ability to articulate complex technical terms or processes into business language.
Strong oral and written communications skills

Nice To Haves

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
10 or more years of work experience with a Bachelor’s Degree or 6-8 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
Operational knowledge of Risk and Security Services markets and products with a focus on Acceptance risk solutions.

Responsibilities

Support delivery of product service standards and readiness, coordinating with key stakeholders on client delivery plans and escalation response.
Provide leadership of global service experience activities and supports the cross-functional delivery of systems and services for Risk and Security Solutions and associated initiatives.
Serve as PMO to ensure delivery of our Global Service Experience strategy working with key stakeholders across regional Technical Solutions, Product, Operations and Infrastructure and Technology.
Act as a thought partner helping to design, build, and execute on innovative and strategic global programs, ensuring consistency on a global scale.
Design or improve tools, methodologies or processes that supports operational excellence and execution of our strategic vision
Responsibility for coordinating internal teams to ensure Visa and client readiness for introduction of new or enhanced global capabilities.
Monitor client satisfaction proactively across regions
Analyze trends in global case data and platform health
Provide voice of the customer to cross-functional teams from a CS perspective
Drive engagement with stakeholders to improve platform performance, support and delivery of the global Risk and Security service model
Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
Oversee programs and action plans, aligning efforts of Global Service Experience with other key Visa stakeholders
Manage a suite of projects to deploy and enhance the global service experience support model, support capabilities, and client service
Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal.
Bring the Voice of the Client to cross-functional teams.
Influence prioritization and product roadmap
Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live.
Facilitate release management from a client point of view.
Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.
Manage complex strategic initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.