Position Summary

The Analyst, Client Due Diligence Team, will assist in executing the client due diligence and acceptance program in line with stated AML / ATF / Sanctions policies and procedures. This includes conducting client due diligence reviews and conducting ongoing derogatory news monitoring. This role will support the Program Manager, Client Due Diligence Team, in providing AML subject matter expertise and guidance to Visa clients and businesses.

Job Responsibilities

• Execute the CDD Center program in accordance with AML Policies and Procedures.

• Perform periodic AML / ATF client due diligence reviews of existing clients and applicants in accordance with the Global AML / ATF and Sanctions Policy and in the Client Due Diligence and Acceptance Procedures. 

• Actively works with clients to identify potential AML program element gaps and remediation plans.

• Perform ongoing monitoring of Visa clients.

• Ensure close communication and information sharing with client teams.

• Participate in AML/Sanctions and Compliance team meetings.

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.

Team Summary

AP Ethics and Compliance team serves as a partner to the business, providing pragmatic, solutions-oriented advice to ensure that Visa has effective, risk-based business decision making, and performing review of key processes to ensure that the activities meet requirements of company policies, international standards and the obligations of regulations and laws of the United States and of those countries in which we operate.  

What an Ethics and Compliance Senior Manager does at Visa:

As a global payments network, Visa maintains relevant Ethics and Compliance Program designed to manage legal, regulatory, and ethical risks across our businesses. These activities include the following areas:

• Code of Business Conduct and Ethics

• Prevention of Sexual Harassment and Discrimination (PSHD)

• Conflict of Interest (COI)

• Anti-Bribery and Corruption (ABC)

• Anti-Money Laundering (AML), Anti-Terrorist Financing (ATF), Sanctions, and Customer Due Diligence (CDD), and

• Other specific legal and compliance requirements

Based in Pasay, the Philippines, this position is responsible for the oversight, execution and monitoring of ongoing implementation of the Ethics and Compliance Program in the Philippines and across the Southeast Asia (SEA) region. This position will report to the Regional Ethics and Compliance Officer for SEA.

The core responsibilities for this role include:

• Implement and maintain a robust Prevention of Sexual Harassment Standard designed to comply with the Philippines’ legal requirements. Provide effective advisory and oversight on related PSHD compliance processes in the Philippines

• Lead Ethics and Compliance program agenda in collaboration with Site Leaders and Country Manager of the Philippines in maintaining a culture of high ethical standards and integrity

• Execute effective compliance due diligence activities under Visa’s global programs including AML, ATF, Sanctions as well as ABC, COI, PSHD and other compliance policies and procedures for the Philippines businesses and SEA based staff and clients. 

• Continually identify opportunities for efficiencies while ensuring sufficient controls are in place, partner with the business to drive process and control improvements

• Handle queries and provide subject matter advice on various Visa Compliance Programs from both internal and external stakeholders

• Work closely with Legal and Government Engagement to maintain an understanding of the legal and regulatory landscape including the support and maintenance of the legal and regulatory obligations inventory as it applies to Visa

• Support internal audits and regulatory requests, ensure satisfactory resolution of any audit findings and recommendations.

Projects you will be involved in include (but are not limited to):

As part of the team, you will get opportunity to work on strategically important projects for clients and Visa.

• Work with business and Product owners to ensure timely review, assess and manage Compliance risks for new products, business initiatives and value-added services offered to clients

• Perform AML and Sanctions due diligence and review of new products, participate in client meetings and conduct onsite review

• Deliver Compliance training and workshop sessions to staff across the region and participate in client meetings across the region

• Partner with Risk team for risk assessment exercises to ensure Compliance risks are addressed and collaborate with Legal team to address the regulatory requirements in the region

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.

This role is part of the AP CCM team, and will be based in Pasay office. The ideal candidate will be self-directed, analytical and a strategic thinker.

• Serve as the key CCM contract owner for the assigned markets in managing and facilitating end-to-end client contract management process which includes reviewing and processing contract requests, contract drafting, managing stakeholders’ approvals, contract issuance, and execution within agreed Service-Level Objectives (SLOs).

• Liaise with various stakeholders including Account Executives, Products, Legal, Finance, Audit etc to ensure that contracts are developed and approved consistently and promptly in accordance with relevant policies and procedures.

• Serve as Subject Matter Expert to onboard new and manage changes to existing contract types, establish contract workflow and reporting process, lead team training and knowledge-sharing efforts to other CCM members, and assimilate it into CCM day-to-day operations.

• Liaise with internal stakeholders e.g. Technology team, Global Sales and Commercial Operations (GS&CO) team, CS Project Management Office (PMO) to discuss, test, and deploy fixes and enhancements tickets for Contract Lifecycle Management (CLM) tool i.e. Apttus/Icertis and Customer Relation Management (CRM) tool i.e. Microsoft Dynamics. This requires profound working knowledge of both tools and CCM day-to-day operations to be able to identify issues and enhancement opportunities, and liaise with relevant stakeholders to assess potential upstream or downstream impact in our workflow. Strong project management and critical thinking skill is needed to work with multiple stakeholders including other regions’ CCM colleagues in prioritizing tickets to meet timeline, and apprise CCM Management of potential delays.     

• Manage post-contract administration activities including and not limited to distribution of contract information to all necessary stakeholders, handling of hardcopies, contracts filing, database management, audit enquiries, and other post-execution activities independently with limited supervision.

• Maintain accurate and timely records and documents associated with all contracts for management reporting, capacity planning, as well as for audit purpose.

• Identify and implement process improvements for assigned markets and / or contract types, and provide value-add services to our stakeholders and business partners.

• Proactively participate in special assignments and providing ad-hoc support and reporting as required, including but not limited to supporting other regions’ colleagues as needed.

• This is an individual contributor role with a potential to grow into a people manager role when the need arises.

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.

• Develop the market search and social media strategy and framework with clearly defined objectives, contribute to and implement the strategic plan, evaluate the progress and make any necessary adjustments if needed.
• Plan and implement the social content calendar and search strategies by working closely with the Marketing team, Sales, Web/e-commerce teams to achieve business and commercial goals, drive web and store visits, increase home furnishing interest and elevate awareness / personality of the IKEA brand.
• Ensure optimal reach, engagement and frequency (spends) across social platforms, outreach to bloggers and influencers.
• Plan and implement the development of search engine optimisation for the country.
• Stay on top of trending topics while finding IKEA’s voice and foothold in each scenario, social media reactions, comments and queries are to be monitored while working with CCC for needed actions to be taken and responses are given in an acceptable time frame – especially when there is a crisis.
• With the support of media agency, measure, report and follow up on the results of all search and social media activities, then make recommendations and implement actions to improve results.
• Ensure that all executions are aligned with IKEA Brand Values and the IKEA Brand copy identity guidelines to secure that the results are consistent, relevant, engaging and unique with IKEA’s tone of voice and executions that has great twinkle in the eye.
• Contribute to the budget planning process and take responsibility in all administrative matters relating to budgeting, monthly reconciliation with Finance teams, and re-forecasting assignments
• Secure proper and effective tools and knowledge are set, e.g. for media tracking, social media accounts and content publishing, photoshop/in-design, etc.
• Provide online user insights and analytics to support country marketing and its local relevance in their development of marketing plans and strategies.
• Secure purchasing in your function is made according to the principles defined in the Procurement Policy: Operational participation in procurement projects. Compliance of sourcing requirements, IWAY Working Method and signed agreements.
• Support in any other ad-hoc tasks and projects assigned.

The Sanctions Analyst will provide support for sanctions screening, program planning, execution, tracking and communications globally. This includes the execution of ongoing alert management and operational tasks. This role will require a solid understanding of sanctions compliance and support the Senior Director, Sanctions Compliance in providing guidance to Visa clients and businesses.

Job Responsibilities

• Responsible for screening against sanctions lists and provide expert judgment regarding match validity

• Ability to apply sanctions knowledge, research and analysis to operationalize Visa's sanctions compliance program

• Provide support for the creation of monthly reporting to identify Key Performance Indicators (KPI) and Key Risk Indicators (KRI) to management and other key stakeholders

• Participate in ongoing development of the sanctions screening systems, including user acceptance testing as needed

• Ensure close communication and information sharing with global compliance colleagues

• Responsible for the team inbox: responding to inquiries, ad-hoc screening requests, and email filing

• Upload individuals and entities into a screening system for ongoing sanctions screening

• Support daily, weekly, and monthly reporting to monitor sanctions screening processes

• Participate in cross-functional sanctions compliance meetings and carry out project plan for roadmaps

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.

Job Description

The Sanctions Analyst will provide support for sanctions screening, program planning, execution, tracking and communications globally. This includes the execution of ongoing alert management and operational tasks. This role will require a solid understanding of sanctions compliance and support the Senior Director, Sanctions Compliance in providing guidance to Visa clients and businesses.

Job Responsibilities

• Responsible for screening against sanctions lists and provide expert judgment regarding match validity
• Ability to apply sanctions knowledge, research and analysis to operationalize Visa's sanctions compliance program
• Provide support for the creation of monthly reporting to identify Key Performance Indicators (KPI) and Key Risk Indicators (KRI) to management and other key stakeholders
• Participate in ongoing development of the sanctions screening systems, including user acceptance testing as needed
• Ensure close communication and information sharing with global compliance colleagues
• Responsible for the team inbox: responding to inquiries, ad-hoc screening requests, and email filing
• Upload individuals and entities into a screening system for ongoing sanctions screening
• Support daily, weekly, and monthly reporting to monitor sanctions screening processes
• Participate in cross-functional sanctions compliance meetings and carry out project plan for roadmaps

What we expect of you, day to day.

• Coordinate the recovery of incidents by assembling a recovery team and/or collaborating with relevant SMEs and technical resources

• Personal adherence and adoption evangelism of the Incident Management Process

• Assist with process development/refinement initiatives, socialize and train colleagues (on the process) and fulfil any related internal audit obligations

• Be the co-custodian of all incident related data. Ensure data is accurately recorded to aid in the recovery efforts and for the purposes of historical analysis/MI

• Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios

• Respond to reported incidents from various channels (voice, email, ITSM/alerting toolsets)

• Ensuring the impact of a given incident is fully understood as swiftly as possible and that cases are prioritized/categorized correctly and assigned to the appropriate group(s) for resolution

• Manage all (P1-P4) incidents throughout their Lifecyle and ensue they are progressed/recovered in line with any applicable SLA/OLA

• Create internal / external Incident Reports for all P1 Major Incidents

• Issue internal / external Incident communications

• Ensure Incidents are escalated into the Crisis Management function/team inline with the documented process

• Work with VOCC & POCC teams to enhance our monitoring capabilities and our triage processes with the aim of eliminating or mitigating the impact of future incident

• Assist with creating and distributing an Incident Management Performance Dashboard/Report (volume, cause, method of identification, recovery time, impact, etc.)

• Work within and contribute to the CSI (Continuous Service Improvement) framework to improve the service and/or client experience and streamline the delivery of support services

• Work closely with the problem management function to ensure our Problem resolution efforts are prioritized appropriately

• Deliver on other Incident Management related tasks and actions as stipulated by the Senior Incident Manager and the Head of Service Management

• Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments

• To join the 24/7 on call Major incident team on a rota basis (on completion of probation and relevant training)

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.

What we expect of you, day to day

In this role you will be primarily responsible for assisting implementation and ongoing monitoring of adherence with compliance controls associated with the regulatory compliance obligations of Visa Payment Limited. Primary focus is on (but not limited to) Payment Services Regulations, Wire Transfer Regulations, Bribery Act, Criminal Finances Act and their application.

• Testing controls that are being performed by wider business first line teams as well as compliance teams.
• Assisting with enhancing First Line of Defence (FLOD) and Monitoring Frameworks to ensure compliance with regulatory requirements.

• Monitoring that risks are being adequately managed.
• Monitoring performance and consistencies across the function and feeding back to the Manager and/or Senior Manager.
• Acting as a catalyst for change and improvement in testing.
• Supporting on regulatory compliance reporting.
• Contributing to design, implementation, and on-going reviews (as necessary) of regulatory compliance.
• Contributing to the creation of new monitoring processes, process maps and documenting new procedures where necessary.
• Assisting with formulation of management information and regular reporting, including but not limited to, local dashboard and metric reporting on compliance findings and progress with projects.
• Contributing to the continuous promotion of a strong culture of compliance, including assisting with  delivery of any necessary training and communications.
• Contributing towards the ongoing development  of effective relationships between all relevant Visa Payments teams and their relevant counterparts within the wider Visa organisation

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.

What’s it all about?
We are looking for a Compliance individual who is passionate about taking on a new challenge within the payments, financial services and FX industry.
As a Compliance Analyst you will form a critical part of our day-to-day Transaction Monitoring controls.

You’ll use our systems to ensure that Compliance risks are adequately identified, assessed, monitored, controlled and reported as required. 
This role is on a 24/7 shift-based rota and will require the candidate to commit to rotating shift patterns.

What we expect of you, day to day:

• Responsible for day-to-day transaction monitoring of real-time transactions, identifying any potentially fraudulent or suspicious activity
• Analyse payment and compliance data from multiple sources to identify trends and patterns
• Proactively escalate urgent cases to the MLRO/DMLRO for further review
• Conduct screening on PEPs and sanctioned entities and investigate potential hits
• Support data protection compliance.
• Work across teams and departments to proactively identify and resolve operational compliance queries.
• Complete Compliance administration (such as keeping client records up to date) as required
• Review effectiveness of current monitoring rules and settings - and provide feedback on ways to we can optimise them
• Continuously review current processes and systems - and suggest improvements
• Keep up to date with current and future regulatory changes that affect the business - and use this knowledge to proactively suggest improvements to Compliance policies and procedures
• Have a working knowledge of Anti-Money Laundering (AML) & Counter-Terrorist Financing (CTF), Economic or Financial Sanctions and payment services, including the E-Money Directive

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.

Your assignment
• Make the IKEA range compliant and sellable in the Philippines
• Lead contact with Philippine authorities to make the IKEA range available in all sales channels
• Support Sales function and report new market regulations to IKEA of SWEDEN
• Ensure that PH standards and labelling requirements are fulfilled
• Secure the company’s License to Operate with the Food and Drug Administration & other
regulatory bodies like DENR, NPQS

The Assistant Sales Manager position is responsible for revenue generation from new and existing customers within event portfolio in Informa Markets Philippines. This role will manage Sales to different tier customers depending on the market and brand context.  This team is critical to the business, as the key to our success is retention, growth and cultivating new business.

The Sales role will involve a combination of internal and external sales activity, meeting customers face to face and attending competitor events. He/ She will sell to valued existing customers, generate new business, and performance will be evaluated based on achieving revenue and new business targets.

The Sales will be expected to develop their awareness of the brand industry, building greater insight over time. Maintaining and strengthening the relationship throughout the year is an important focus, to develop an understanding of the customers’ needs and expectations from their attendance at the event. He/ She will understand the customers’ needs and articulate a compelling value proposition as part of the sale. They will have a significant role in supporting re-booking of customers at an Event, while also providing support as a guest re-booker for other brands.

Job Responsibilities:

• Meet or exceed revenue target for assigned accounts through sales (digital, booth, sponsorship/ advertisement, and fully integrated packages)
• Sell to existing/ lapsed customer accounts with engaging conversations and compelling proposals while guiding them through buying process
• Prospect and close new business opportunities inside and outside of existing client base through cold calling and follow-up calling
• Leverage understanding of customer buying trends to help develop Sales plans and approaches
• Execute on assigned Sales campaigns, against accounts, products, and revenue targets, in line with sales plan
• Support the on-site re-booking of existing customer accounts, in line with at event account allocation and sales targets
• Maintain accurate pipeline, sales activity, and customer information within Salesforce (CRM system)
• Distribute customer insight and marketing information to marketing team
• Manage the handing over of sale information and customer requirements (via Salesforce) to the event Operations and Brand teams

Team Summary

The North America Digital Implementations team provides content services and implementations support to the overall NA Implementations group for products and services such as DPS Mobile, Visa Campaign Solutions, Visa In-app Provisioning for SDK & API, and other digital initiatives and offerings.

Key Responsibilities

• Lead the strategy and operations for the Content Services and Implementations Support processes of NA Digital Implementations.
• Cultivate relationship with other Visa teams such as Product, Technology and Client Readiness and work effectively with them to bring a holistic solution to our clients’ needs.
• Develop and implement business strategies and plans for the team in alignment to the project objectives and business goals.
• Partner closely with the team members to develop and enhance business processes.
• Manage/balance team schedule and capacity to support Implementations.
• Lead, coach, and develop each team member and provide them with guidance and feedback.
• Collaborate and coordinate with other implementers and key stakeholders to ensure alignment and integration of all related project activities.
• Prepare and maintain project tracking and team status reports.
• Assume appropriate decision-making authorities to ensure flawless execution of project and team objectives.
• Serve as the overflow for VCS campaign build/Ops projects.
• Provide flexibility for management coverage of a team that works on different time zones.
• Embody the Visa Leadership Principles.

Essential Skills

• People Management
• Project Management
• Technical Aptitude
• Strong Analytical skills
• Strategic thinking
• Strong decision-making skills
• Excellent communication skills
• Conflict Management

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.

TSA's Senior Project Manager will lead all manner of projects (strategic, operational, technical etc.) and change initiatives, overarching people, process, and technology. 

The Senior Project Manager will be responsible for the effective and efficient delivery of projects, following TSA's Project Management Framework and will also deliver improvements in how we operate.

• Manage successful delivery of projects. Facilitate effective scoping.
• Coordinate activities, timelines, and dependencies ensuring timely delivery with quality.
• Manage issues and risks.
• Provide visibility of project status. • Serve teams by ensuring members are enabled, empowered, and unblocked.
• Structure knowledge, artefacts, outcomes, project data and communication effectively and efficiently.
• Ensure focused and prioritised delivery of strategic projects.
• Identify business improvement opportunities.
• Improve the efficiency and effectiveness of key business processes.
• Influence, provide input to, and help maintain, the EPMO's project management methodology.
• Promote the EPMO's project management methods and practices.
• Offer and deliver training, guidance, and consultancy on the EPMO's project management methods and practices as required.
• Be a respected leader.
• Continuously improve how projects are delivered.
• Implement positive change and be a role model for improved ways of working. Identify, nurture, and grow talent.
• Foster effective collaboration across teams. Embed long-lasting and effective change and transition.
• Support engagement on the change journey and high adoption post- delivery/implementation.
• Celebrate and share success.
• Encourage, motivate, and inspire others.
• Collaborate to generate new ideas and suggestions to improve team culture and promote inclusiveness.
• Create solution-orientated teams.

About the job

Reporting to the Goods Flow Manager, this Specialist role is tasked to safeguard the quality of all logistic processes to ensure that no damaged goods reach the customer. He/She accomplishes this by carrying out logistics operations according to local laws and regulations; maintaining the IKEA brand standard in supply quality, health and safety standards in all goods flow and customer delivery processes.

Your assignment

• You are the first point of contact in the store for supply chain partners with regards to quality-related topics;
• You ensure the correct execution of the goods flow process, keeping customer-perceived availability in focus;
• You develop and use knowledge and expertise of logistics to achieve quality and safety standards in the logistics function;
• You ensure daily operational inspections and maintenance procedures, fulfilling local legal standards and IKEA standards.

The Manager role of Global Client Resolution team is responsible for providing leadership, oversight, and direction to   staff, ensuring that team members have the information, tools, and resources needed to deliver exceptional results to internal and external customers. The role requires a keen insight into support trends which includes emails, chat and calls with all its best practices, and reach for deep collaboration and partnership with business leadership across Client Services, Sales, Product, and other organizations within Visa. 

Key responsibilities include:

• Oversee team consisting of analyst and associates that will primarily work on chats and calls and emails providing ongoing guidance and direction to support the dynamic and evolving nature of Visa’s products and services. 
• Provide regular coaching and feedback to team members in order to optimize performance and engagement.  Act as mentor and coach to support and strengthen their development and provide guidance to help support short and long-term employee career goals.
• Collaborate with global peers to identify and document hand-offs and support needs associated with Global Client Resolution processes.   
• Meet regularly with regional peers and other key stakeholders to obtain visibility into support trends, initiatives, operational issues, or other activities that may affect the business unit.  Assess and plan for future staffing needs to ensure that adequate resources are in place to meet demand. 
• Foster deep partnerships with CS, Sales, and Product peers.  Loop into the Annual Operational Planning process for prioritization of funding and resources, proving detailed business rationale and ROI to ensure that staff additions and tool enhancements receive proper prioritization and funding. 
• Drive team to optimize workflows, communication, and hand-offs associated with the various products and programs that this team supports.  Ensure that team documentation is created and updated.  
• Champion efforts to improve support tools, providing the business rationale needed to secure funding and prioritization of new and enhanced tools and functionality.
• Ensure that internal and Client-facing documentation is maintained and updated as systems or applications change, or as new initiatives or support needs are introduced.

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

We are seeking a dynamic, transformational Service Owner to join the Service Desk. The Service Owner has a pivotal role within the End User Support organization, responsible for the strategic direction, performance, and continuous improvement of services provided by the Service Desk Team. This role is essential in ensuring the services align with business objectives, deliver significant value to stakeholders, and complies with all relevant standards.

Key Focus Areas

The ideal candidate should be passionate about: 

• Transformational Leadership - Drive transformational change within the service by identifying and implementing innovative solutions that address evolving business needs.
• Service Efficiency - Oversee the efficient operation of the service, ensuring optimal performance and swift resolution of any issues.
• Continuous Improvement - Drive continuous improvement initiatives to enhance service quality, informed by performance data and stakeholder feedback.
• Automation/Self Services – Be passionate about automating and simplifying process and drive a culture of self-services
• Strategic Alignment - Ensure that the service's strategic direction is closely aligned with the organization's goals and objectives.
• Stakeholder Engagement - Maintain strong relationships with all stakeholders, ensuring their needs are met and expectations managed.
• Risk Management - Proactively identify and mitigate risks to ensure uninterrupted service delivery.

Key Responsibilities:

The Service Owner will drive transformational change within the services provided, ensuring it evolves to meet future business needs and technological advancements.

• Service Transition - Manage the transition of new or changed services into the operational environment, ensuring minimal disruption to existing services and operations. Identify and manage risks associated with the service, ensuring that any potential issues are mitigated before they can impact the service. Track volume/issues of services transition
• Service Operation - Oversee the day-to-day operation of services, ensuring they meet agreed-upon service levels and performance targets. Ensure that the service is delivered effectively and efficiently. Responsible for any issues that arise and must ensure that they are resolved in a timely manner. Responsible to run Operational Reviews.
• Capacity and Demand Management - Define and manage capacity and demand for the services in a way that anticipates future growth and transformational needs. Ensure the service can scale efficiently to meet changing organizational demands.
• Service Improvement - Continuously monitor service channels and review performance metrics to identify transformational opportunities for improvement. Leverage data analytics and data insights to drive OKRs (Objectives and Key Results) that enhance service quality and effectiveness.
• Stakeholder Management - Engage with and manage relationships with End User Support, Business Partners, and Business stakeholders involved in the service, ensuring communication and collaboration. Ensure stakeholder needs are anticipated, met, and expectations are managed throughout the service lifecycle.
• Risk Management - Identify, assess, and manage risks associated with the service, with a focus on transformational risk mitigation strategies. Ensure that potential issues are proactively addressed before they impact service delivery.
• Compliance - Ensure the services comply with all Corporate Key Controls, and organizational policies, ensuring the service remains fully compliant.
• Collaboration - Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.
• ITSM Expertise - Lead transformational initiatives to improve ITSM practices within the organization and provide guidance on best practices.
• Budgeting and Cost Management - Ongoing transformational approach, seeking cost-saving opportunities while maintaining or enhancing service quality. Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.

The Senior Manager, Implementations has a versatile role, combining the duties of an Sr Implementation Consultant and a People Manager. This position involves leading a dedicated team of Implementation Specialists as well as consultants and ensuring the delivery of exceptional technical project support.

The role will require you to work with senior leadership and cross-functional teams to implement changes that drive improvements to the customer experience. The position supports the team and enterprise clients, interacting directly with new and existing customers, business and technology partners and multifunctional Visa and Cybersource internal stakeholders. The Implementation Senior Manager will also be responsible for supporting high profile customers to ensure they receive the most comprehensive support possible.

In this role, you are expected to:

• Facilitate strategic development and thought leadership for the Cybersource Implementation Services team.

• Lead, coach and review a team responsible for assigned projects for our clients

• Develop and deploy, with managers, peers and Product offices, the technical implementation strategy for assigned Asia Pacific clients.

• Support clients to deliver award winning customer satisfaction.

• Develop talent within the team to provide world-class Implementation Support for Cybersource Accounts.

• Manage the team to follow consistent processes and use tools to meet the organization’s goals.

• Ensure timely and effective resolution of merchant projects, collaborating with other functional groups as needed and consistent with enterprise technical support metrics.

• Establish and maintain strong relationship with global Visa staff in Client Services, Product, Technology or Operations and Sales.

• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams.

• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.

• Be the main point of contact for complex escalations and provide resolutions independently. influences wider market function regarding Client Services practices, procedure and policies

Why this is important to Visa:

The Senior Manager, Implementations is the cluster lead for Implementation Consultants and Analysts. They are also the central operators of Value-Added Services business teams across Asia Pacific market teams and clients. To be successful as a Senior Manager, you will need to become a strong leader, a subject matter expert, a great coordinator of programs and thrive in a strong teamworking culture. Your ability to support the Value-Added Services business will directly impact our clients' trust in our brand and technology in the payment industry and money movement ecosystem.

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.

To ensure the creation of an unforgettable and rewarding experience (including services) across all channels and all customer journeys, so that customers will want to come again and again. To secure that the customer is at the centre of all key decision-making processes and that an excellent customer satisfaction is delivered and value for the customers is created.

Act as a member of the Country Management Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process. Lead the facilitation of a seamless shopping experience across channels to enable for extraordinary growth.

• Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps.
• Provide the front-line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed.
• Responsible for country localisation in SOP which need to be aligned with IKEA Retail to secure consistency and compliance.
• Support the store audits (internal & external) Support and align any store / country operational issues including systems. Act as country super user to support store and end users.
• Follow up and identify continuous improvements to the customer experience journey, to deliver an excellent customer satisfaction, and maximize conversion in all touchpoints.
• Actively monitor customer satisfaction & sentiment in the country, markets, customer care center and CMPs; identify together with the respective leaders’ action plans to tackle root causes for dissatisfaction.
• Create collaboration across the country between customer care centers, stores and service partners on achieving operational excellence from a customer perspective (deliver IKEA's customer promises).
• Work across the organisation in customer journey improvement and development in close cooperation with IKEA Retail functions, leveraging on central solutions and initiatives.
• Pro-actively liaise with key stakeholders to secure the right prioritisation, localisation for IKEA Retail to support delivery of tools/systems. Work with IKEA retail stakeholders to align new process and system design before development takes place.
• Work closely with Expansion, cross functions for planning, IR2, work orders, operations flow and all that is needed for new stores and SISAN.

We are the Employee Enablement Solutions Team (EES) in Corporate IT, where we champion the technology needs of our Visa colleagues. Our mission is to drive exceptional quality, effectiveness, and efficiency of services to our users and business functions. Our vision is to evolve faster than the challenges, fill gaps that are yet unknown, and not only see around walls but knock them down. We have an exciting new position for a Sr. Organizational Change Manager.   

We are seeking a hands-on Sr. Organizational Change Manager with a passion for precision, curiosity, and quality, focused to lead a team of change management analysts. This role focuses on driving end-user adoption, advocacy, education, and satisfaction. The ideal candidate will understand our users’ needs and possess the imagination, skill, and persuasive techniques to support our dynamic workforce. Responsibilities include leading key projects and translating complex concepts into simple, compelling designs. Strong communication and writing skills, along with moderate technical abilities, are essential.

Essential Functions

The candidate will manage complex technology projects and lead a team of change management analysts and associates to deliver high-quality change management solutions. You will be responsible for managing the people side of change, including stakeholder engagement, communication, training, and adoption.

Responsibilities also include:

• Develop and implement change management strategies and plans for technology projects, aligned with the project objectives and business goals.
• Conduct change impact assessments, stakeholder analysis, and readiness assessments to identify the change needs and risks.
• Design and execute communication, training, and coaching plans to prepare and support the end-users for the change.
• Monitor and measure the effectiveness and outcomes of the change management activities, and adjust the plans as needed.
• Manage the change management schedule and resources, and report on the progress and status of the change management deliverables.
• Lead, coach, and develop a team of organizational change management analysts, and provide them with guidance and feedback.
• Collaborate and coordinate with the project managers, sponsors, and other key stakeholders to ensure alignment and integration of the change management and project management activities.
• Build and maintain strong relationships with the business leaders, end-users, and other stakeholders, and act as a trusted advisor and change agent.
• Work with virtual teams located in different time zones and with differing cultures
• Represent the EES team and be a strong, vocal customer/user advocate

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.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the standard working hours in future based on the business requirements

Accountable for Advertising (Offline and Display Banners):

• Ensure the development and successful implementation of advertising campaigns as per the commercial calendar and any other locally relevant opportunities in addition to the commercial calendar.
• Final approver for all country media plans and marketing communication work. • Work closely with other SO functions and Markets in the development of each launch/campaign.
• Secure that the overall advertising budget for the country is achieved and ensure appropriate evaluation to measure tangible metrics associated with budget and performance that delivers on marketing investments.
• Responsible for creative and media agencies country level briefing, relationship management, delivery and reporting. Understand the differences in channel mix to provide better brand engagement.

Accountable for (Commercial) Public Relations: 

• Lead the development of PR strategy that supports the overall communication strategy direction and oversee that all country PR actions (e.g. interviews, media launches, press conference, etc) are implemented successfully.
• Manage PR agency, their KPIs and deliverables. Secure brand leadership in media value and share of voice results in country PR.
• In situations where the IKEA brand is involved in negative media attention, assist the work done within IKEA in the country team to secure that all media coverage is managed to protect the IKEA brand and reputation.
• Support corporate communications in the execution of crisis plans in the country (including products that are of fault and might cause damage to customers, incidents where a product has caused damage to customers, etc.).

Accountable for a successful catalogue/brochure production & distribution:

• Oversee the development, execution and final completion of catalogue for the country, including surveys/research, mailing services, etc.
• Plan and ensure implementation of the country distribution strategy is completed successfully

Responsible for the development of Loyalty Communications and programme updates

• Manage the development of loyalty communications calendar/brief as a base, to develop communications materials for IKEA FAMILY and småles members.
• Ensure red thread with the communication platforms (e.g. Ads, Digital, etc.) in line with launch and campaign themes.
• Manage and ensure that IKEA FAMILY and Smales strategy are supported with communications that helps strengthen members’ affinity to the IKEA brand and drive further member engagement.
• Monitor the Loyalty programme is running smoothly for the country, e.g. systems fixes up to date, CRM system supports running business, merchandise and comms for Smales are attractive, etc.

Responsible for External Partner Collaborations and Loyalty Programme Partnerships:

• Lead, review and approve collaboration initiatives to include sponsorship and promotions (except those that overlaps into Sustainability department’s jurisdiction, such as donations and charities).
• Negotiate with partners for win-win collaboration for both commercial goals and for the purpose of enhancing the IKEA brand.
• Lead and liaise with relevant interval stakeholders such as the marketing team, Sales, Com-in, stores or sustainability if the collaboration involves them.

Responsible for other tasks including Market Intelligence coordination, Budgets, etc.

• Main co-ordinator of Market Intelligence research initiated by Systems on country level. Thereafter, to work closely with Local Marketing and Communications Manager to maximise opportunities at the PMA level as needed to externally communicate commercial offers and activities in the market.
• Responsible for accurate budgeting and monthly/annual tracking of expenditure, marketing theme booklet development and updates, post mortem reports, and priorities to the various commercial goals against visitor and sales targets and objectives.
• Working through SO functions, responsible for strategizing, coordination, creation, management and execution of the country commercial calendar.
• Secure consolidated post mortem documents from various agencies for campaigns and update on country marketing post mortem reports to commercial activities team.
• Work on other tasks and projects as assigned that will contribute to the development of IKEA retail operations (i.e. global, regional, country or local initiatives).

·       Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are exceeded 

·       Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 

·       Confidently manage client in parallel to product developments and a changing landscape 

·       Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders

·       Be able to communicate complex, technical concepts in a focused and well-organized manner 

·       Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 

·       Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 

·       Orientation towards quality enhancement and process improvement

·       Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications

·       Represent client system and operational requirements to internal Visa organizations

·       Be an active contributor in the creation of a high-performing, supportive, and inclusive team culture

·       Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 

·       Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments 

·       Assume appropriate decision-making authorities to ensure flawless execution of project objectives 

·       Coordinate internal Visa resources to ensure delivery on commitments 

  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.

·       Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are exceeded 

·       Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 

·       Confidently manage client in parallel to product developments and a changing landscape 

·       Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders

·       Be able to communicate complex, technical concepts in a focused and well-organized manner 

·       Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 

·       Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 

·       Orientation towards quality enhancement and process improvement

·       Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications

·       Represent client system and operational requirements to internal Visa organizations

·       Be an active contributor in the creation of a high-performing, supportive, and inclusive team culture

·       Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 

·       Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments 

·       Assume appropriate decision-making authorities to ensure flawless execution of project objectives 

·       Coordinate internal Visa resources to ensure delivery on commitments 

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.

The Client Care People and Client Experience Team aims to empower the Client Care organization to foster a culture that attracts, develops and engages people with a growth mindset who love to delight our clients sustainably by reducing clients’ effort with fast, easy and effective service models and resolution.

The Sr Consultant, Project Manager - People Experience (PX) for Client Care is an individual contributor responsible for supporting the Client Care PX bodies of work. Our ideal candidate is an individual contributor with a strong background in People Experience, Project Management, Operations, or Contact Centers. The role requires creativity in designing and implementing projects aimed at enhancing people's experiences within our organization.  

The role requires a keen insight into People Experience data, best practices, and calls for strong project management skills, deep collaboration and partnership with business leadership across Client Care.

• Partnering with the Client Care leadership to support People Experience initiatives.

• Leverage Data Analytics to provide actionable insights in improving Employee Engagement Scores

• Strong Project Management skills to innovatively and creatively improve people experiences

• Executive communication that is able to tell a compelling story about the state of People Experience

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.

We are looking for a Compliance individual who is passionate about taking on a new challenge within the payments, financial services and FX industry. 

As a Compliance Analyst you will form a critical part of our day-to-day Transaction Monitoring controls. You’ll use our systems to ensure that Compliance risks are adequately identified, assessed, monitored, controlled and reported as required.  

This role is on a 24/7 shift-based rota and will require the candidate to commit to the following:  Early shift 07:00 -15:00, Day shift 09:00 – 17:00, Late shift 15:00-23:00 and Night shift 23:00-07:00 on a rotating basis. 

What we expect of you, day to day: 

• Responsible for day-to-day transaction monitoring of real-time transactions, identifying any potentially fraudulent or suspicious activity 

• Analyse payment and compliance data from multiple sources to identify trends and patterns 

• Proactively escalate urgent cases to the MLRO/DMLRO for further review 

• Conduct screening on PEPs and sanctioned entities and investigate potential hits 

• Support data protection compliance. 

• Work across teams and departments to proactively identify and resolve operational compliance queries. 

• Complete Compliance administration (such as keeping client records up to date) as required 

• Review effectiveness of current monitoring rules and settings - and provide feedback on ways to we can optimise them 

• Continuously review current processes and systems - and suggest improvements 

• Keep up to date with current and future regulatory changes that affect the business - and use this knowledge to proactively suggest improvements to Compliance policies and procedures 

• Have a working knowledge of Anti-Money Laundering (AML) & Counter-Terrorist Financing (CTF), Economic or Financial Sanctions and payment services, including the E-Money Directive 

About the job

Reporting to the Goods Flow Manager, this Specialist role is tasked to safeguard the quality of all logistic processes to ensure that no damaged goods reach the customer. He/She accomplishes this by carrying out logistics operations according to local laws and regulations; maintaining the IKEA brand standard in supply quality, health and safety standards in all goods flow and customer delivery processes.

Your assignment

• You are the first point of contact in the store for supply chain partners with regards to quality-related topics;
• You ensure the correct execution of the goods flow process, keeping customer-perceived availability in focus;
• You develop and use knowledge and expertise of logistics to achieve quality and safety standards in the logistics function;
• You ensure daily operational inspections and maintenance procedures, fulfilling local legal standards and IKEA standards.