Position Description

The Client Care Support Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Direct Products. As a Client Care Support Associate you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services.

Specific Responsibilities will include

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

• Partner across teams and departments for process improvement initiatives

• Assist/train clients to address questions that may come up regarding the funds movement

• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

• Perform all related duties and special projects as assigned

• Participate in all required training sessions for compliance (OFAC, AML, etc.)

• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

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

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.

About the job

Reporting to the Store Accounting Manager, this ASSOCIATE role is to be part of the Finance organisation in IKEA Philippines supporting Store, and by that support the growth of IKEA businesses by ensuring accurate and timely work practices on: processing and payment of invoices from local vendors and reimbursements to co-workers

Your assignment

• Verify invoices and billings to ensure correctness and completeness of supporting documents (e.g. billing/sales invoice, receipt, purchase order) prior to payment processing
• Input invoices and assign account code and business dimension for each invoice and post into the accounting system in a timely and consistent manner
• Verify and process co-workers claims
• Prepare and ensure timely payments to local vendors
• Liaise with vendors on payment related enquires
• Check and follow up long outstanding invoices
• Reconciliation of monthly GL accounts and vendor balances
• Assist Store Accounting Manager in the preparation of monthly reports and audit schedules
• Archiving of Accounting documents
• Other ad hoc tasks related to accounting and finance

About the job

Reporting to the Goods Flow Team Manager, this ASSOCIATE role is responsible for providing assistance in the completion of the Logistics process in the easiest and safest way possible. He/She develops and uses his/her knowledge and experience of IKEA operations, including IKEA machinery and equipment, as well as the expertise of his/her co-workers within the team to achieve the highest level of availability of products in the store.

Your assignment

• You perform effectively the Goods Flow operation tasks in your assigned area, using the available IKEA systems and equipment to achieve an efficient goods flow process and data integrity, in order to maximize stock accuracy and ensure the highest product availability for customers;
• You contribute to an optimized daily goods flow operation within the assigned goods flow processes by working in a lean, simple, and cost-conscious way;
• You contribute to the agreed goals of the Goods Flow Team, as well as being involved in the goal-setting process of your team;
• You comply with IKEA health, safety, and security guidelines, rules and regulations, and support colleagues in preventing untoward health, safety, and/or security-related incidents in the store.

Position Summary

Global Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Job Scope

This is a mid-level professional role with progressive responsibility as experience grows.  This role serves as a functional/technical specialist, working independently with guidance only in complex and unconventional situations.

Responsibilities

• Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model using shared services best practices to align with client and internal expectations. 
• Manage client inquiries using case management tool, live chat or voice support service.
• Coordinate input from clients and internal organizations as needed.  Perform work with a high degree of excellence, maintaining established service level objectives for completion.
• Manage an efficient and timely process, ensuring proper documentation for audit purposes.
• Identify key process improvement and client training/retraining opportunities based on inquiry trends and any operational pain-points
• Identify opportunities to improve forms, processes, and hand-offs to expedite and improve service delivery
• Deliver timely and accurate monthly reports to global and regional stakeholders, identifying and speaking to any variances and trends.
• Manage documentation in SharePoint, Microsoft Dynamics, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
• Must be able to take the initiative to resolve problems and meet deadlines for assigned work, coordinating and collaborating with 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.

Job Description and Responsibilities

This role is part of the Business testing team within VPL’s Global Operations & Payments Network and reports into Senior Manager – Business Testing. The business testing team manages the testing of various network partner markets as per route spec and testing of multiple client’s onboarding workflows into Visa/VPL environments. The business testing/User acceptance testing should be conducted to in line with network partner & client’s business requirements/route specs to ensure the VPL’s business process & procedures to be met on a day-to-day basis.

What we expect of you, day to day.

• Contribute and support for business test strategy and business test plans for each market testing

• A strong business tester, skilled in functional & business acceptance testing, with an aptitude and desire to work and collaborate with other business users

• Translate the business requirements and operational workflows into business test scenarios and relevant test cases

• Define, document, and maintain business test scenarios and test cases in collaboration with business users, business analysts and Product owners

• Conduct business testing execution to ensure the testing standards should meet business requirements and route specifications

• Conduct defect triage meetings with business analysts, product owners and other relevant business users to ensure the relevant issues to be fixed prior to sign-off

• Liaise with internal & external stakeholders to make them aware of their requirements and provide the relevant support during the testing to meet their expectations

• Provide the bespoke test completion reports once the relevant testing phase completed

• As a business tester, you must involve in various stages of testing which starts from Network UAT, Client’s testing and production testing.

• Ability to work under pressure, both in terms of deliverable deadlines, but also in terms of communication with managers and resources under difficult situations and deadlines

• Support the automation testing initiatives/activities whenever necessary

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 Team

Global Client Resolution works with issuers, acquirers, processors, merchants, fintechs and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information and operations. This includes day-to-day operations and product support, back-office support and customer performance reporting using Visa tools.

The Role

This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical chat and call specialist for the Global Client Resolution Team and will be working independently with guidance provided in complex and unconventional situations.

Responsibilities

This role administers the chat and call facility to handle client inquiry related to their day-to-day operation related to Visa.

• Chat, call, and email specialist to handle all client inquiries related to their day-to-day operation concerning Visa.

• Manage activities and requests for support and information in Microsoft Dynamics.

• Provide chat, call, and email support with adherence to best practice and support to business KPIs.

• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.

• Build and enhance positive working relationships with internal and external stakeholders.

Tools Used

• IWS – Genesys

• MS Office (SharePoint, MS Teams, Office)

• Microsoft Dynamics

• Sharepoint

• Visa Online and other internal tools

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.

About the job

Reporting to the Kitchen Production Manager, this Associate role is responsible for attracting visitors to the stores by encouraging IKEA store visitors to stay longer and enjoy more. He/She strives towards making people smile and build trust for the IKEA store among customers, co-workers, and suppliers. He/She also provides irresistible food offers in a welcoming atmosphere that gives our customers a good reason to return.

Your assignment

• You ensure that our customers are always in focus and strive to make them smile by supporting them with an attitude based on the IKEA values;
• You are a good ambassador for the IKEA store in all contact with our customers and gives them a good reason to return again and again;
• You are passionate about our products and actively learn about their content, origins, and other benefits and you are willing to share this knowledge with your customers and colleagues;
• You ensure that you work to optimize sales by knowing the top-selling products, support the range changes, prepare the readiness of your area, contributes to the department’s action plan as well with in-store activities, and you have an active interest in our local competition and provide relevant input to your manager regarding range and pricing;
• You comply with and follow internal rules, policies, and daily operational routines set by the management;
• You execute IKEA store operations and do your part to make sure that our operations are in line with the Functional Commercial Review standards.

The purpose of the job is to ensure customer experience online, and in terms of content responsible for the ongoing management of the IKEA country websites and mobile applications, for maintaining their editorial style and tone, their quality and consistency and their navigation structure. All this to optimize the web as a vital and effective channel. This is done by ensuring a well-maintained website, with accurate and up to date content for our visitors.

Maintain the IKEA website and mobile applications by coordinating ongoing content changes, internal search optimization and translation work, securing information accuracy and consistency and ensuring that changes are made on time; all this to secure that it is inshape as new every day.

• Ensure that all ‘in life’ content is built to brand guidelines, reflects the IKEA brand values,copy and visual identity, tone of voice and quality standards and through this contribute toan optimal digital consumer decision journey.
• Plan the style and relevance of copy required and the frequency with which it will needupdating; create schedules, agree and follow-up on deadlines.
• Ensure the copy on the IKEA country website translated from global content is accurate andof high creative quality, creative guidelines and search keyword strategies by the SEOexternal agency is applied and the IKEA tone of voice is met.
• Ensure that all editorial areas of the IKEA website and mobile applications, e.g. PR, HR,Sustainability, Customer Relations, Sales and E-Commerce have vibrant and up to datecontent throughout the year.
• Partner with functions (e.g. PR, marketing team, customer relations) across the organizationto define and develop relevant local content in order to optimize web content and functionality.
• Support and take full ownership of planning and project management for web contentprojects and campaigns in the Commercial Calendar.
• Work in close relationship with the Web Merchandiser to secure commerciality online.
• Stay up to date with the latest tools, applications and way of working in the IKEA Retailpackage and ensure to stay up to date with latest information on KUNSKAP (or equivalentinformation portal).

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.

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 endpoints, products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What the Implementation Analyst does at Visa:

This position serves as Visa Project Manager for endpoint implementation services provided to Clients (Banks).  This is an individual contributor responsible for solving complex problems and taking a broad perspective to identify innovation solutions.  This role serves to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features and functionality.

In this role, you are expected to:

• Provide project management support to Visa client institutions and processors in assigned region to ensure customer expectations are exceeded.
• Coordinate directly with customers to understand endpoint / card program set up requirements and facilitate endpoint connectivity / card program installations, conversions and maintenance requests without customer impact.
• Report customer project accomplishments and deliverables to management on weekly or monthly basis.
• Manage non-routine, complex processing and change requests, as well as short-term tactical and strategic customer initiatives.
• Build and enhance positive working relationships with key Visa client institutions, processors and internal stakeholders.
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Represent customer system and processing requirements to internal Visa organizations.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Coordinate internal resources to ensure delivery on commitments.
• This position requires off scheduled work including late evenings / weekends / Public Holidays in support of client and company configuration changes and associated post-production validation

Why this is important to Visa:

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. 

Projects that you will be a part of:

This role manages the efforts of Visa technical and business resources, leads project discussions with Visa Clients (banks) to achieve a timely and error free implementation of new Visa endpoints, products and services and/or add-on of Visa programs.

Additional information

Working Hours: Incumbent must make themselves available during core business hours. May require occasional meetings outside of core business hours to connect with global partners and clients.

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.

About the job

Reporting to the Shopkeeper, this Associate role's main responsibility is to ensure an enjoyable, convenient and successful shopping and buying experience that leads to increased sales and sustained long-term profitability. He/she also ensures satisfied customers, develop and execute sales steering and selling the IKEA way.

Your assignment

• You actively approach customers who you see require additional help. You identify their needs by asking the right questions and advise them on the best solutions for their homes in order to exceed their expectations;
• You ensure the shop is in excellent shape as new and fully and efficiently stocked with the four merchandising basics in place at all times and that the IKEA product range is presented in ways that inspire and satisfy customers;
• You understand how to use the different IKEA sales and communication channels and know-how for the different customers you meet;
• You keep your area of responsibility clean, tidy, priced and fully stocked, and ensure that the IKEA basic merchandising standards are in place at all times to give customers a positive shopping experience;
• You convey passion about IKEA products and actively learn about their features and benefits, and you share this knowledge with customers and colleagues.

Team Summary

The Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer into the design, development, successful deployment and support of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What an Implementation Analyst, Commercial and Money Movement Solutions (CMS) does at Visa:

Commercial and Money Movement Solutions (CMS) is a key business pillar in Visa that leads commercial card and money movement solutions and platforms for commercial clients – from micro, small and mid-sized companies to large corporations, government institutions and other payment enablers across their journey. The CMS Client Service team is responsible for closely partnering with our clients and internal cross-functional teams to successfully deliver CMS solutions and platforms, ranging from new client implementations and onboarding to business-as-usual support, consultation and client success.

This role serves as a hybrid project and implementation manager and subject matter expert to clients (Financial Institutions or third-party technology platforms) who have signed up for Visa Commercial and Money Movement Solutions’ suite of products. This is an individual contributor responsible for managing project delivery and taking a broad perspective to identify innovation solutions to meet client needs.  This role serves to gather and document Visa CMS clients’ requirements while providing system implementation, solution delivery, training and consultation on our solutions.

In this role, you are expected to:

• Provide implementation and project management support to Visa client institutions, processors and third-party platforms in the AP region to ensure customer expectations are successfully met.

• Coordinate directly with clients to understand product set up requirements and facilitate product configurations, conversions and maintenance requests without negative client impact.

• As a subject matter expert, acquire and maintain a good understanding of supported solutions to train and consult customers and internal stakeholders on optimum delivery and adoption of our products.

• Be the voice of the customer - Represent clients’ feedback, enhancement requests, system or operational requirements as well as negotiate and manage expectations internally and externally.

• Prepare and maintain detailed project scope documents, project plans, status reports, and issue logs across client communications and other channels including Microsoft Dynamics, Teams, and SharePoint.

• Be client-centric, build and enhance positive working relationships with key Visa client institutions and technology partners.

• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines with moderate supervision.

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

• While the role is based in Pasay, Manila, you will deliver services to clients across the Asia Pacific region.

Why this is important to Visa

The Implementation Analyst is vital in enabling Visa to deliver our solutions to valued clients and partners, allowing us to drive strategic growth in Asia Pacific for both Visa, our clients and technology partners. We strive to build and maintain a long-running and successful client partnership through superb delivery and customer-centric support.

What you will need:

We are looking to hire candidates who have already accumulated the relevant skills and experience. You will be curious about the payments industry, be results-driven and passionate about our clients. As a candidate you should have:

• Minimum 5 years of experience in Implementation, Project Management or Technical Support in Payments or Technology industry.

• Functional implementation experience, business analysis, testing, training or technical support experience in a client-facing role.

• Ability to apply project management methodology to manage projects with moderate supervision.

• Experience with API project implementations and technology such as HTML, JSON, XML, SQL along with tools such as SOAP UI and Postman is a fundamental requirement.

• Experience with data-interfacing projects to downline platforms for reporting and reconciliation of commercial card data.

• Ability to quickly understand technical documents such as client facing guides and messaging specifications.

• Ability to break down problems into solvable components and utilize existing support mechanisms to resolution.

• Good verbal and written communication skills, presentation skills, attention to detail and ability to interact professionally and confidently with internal and external stakeholders.

• Good knowledge of standard MS Office tools (E.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)

• Role is based in Pasay, Manila.

What will also help:

• Bachelor Degree in Computer Science, Technology or equivalent.

• Knowledge in credit card processing and card processing systems is highly desired.

• Experience working with expense and workflow management as well as financial solutions such as SAP Concur, Oracle iExpense, SAP Hana, Coupa, etc. is highly desired.

• Experience with commercial card solutions such as Central Travel Account, Virtual cards is an added advantage.

• Previous experience in roles such Software Development, Technical Support or Presales is a plus.

• Ability to converse or read Chinese, Japanese or Korean is a plus.

• Experience with Cash Management solutions, fund transfers and SWIFT is a plus.

Projects you will be a part of:

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

• Working with the hub, regional and global teams to expand B2B cards payment business across the AP region.

• Supporting and working with regional and global client delivery and client services counterparts to deliver a seamless client experience.

• Key focus on commercial card related solutions with opportunities to diversify into money movement solutions where feasible.

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.

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 People Advisor is responsible for the day-to-day management of a variety of HR and safety functions throughout most of the employee life cycle including employee relations, performance management and development, coaching, workplace health and safety, workers' compensation, fitness for work, employee engagement, organisational culture, reward and recognition.

The People Advisor will work closely with leaders and stakeholders to provide advice and coaching on all people related matters. Under the guidance of a People Operations Business Partner the role will assist with HR projects, policies/procedures and continuous improvement initiatives to ensure changes are implemented successfully across the business.

• Provide HR consulting services to line management covering all aspects people management including:

1. Coaching
2. Leadership development
3. Culture
4. Induction and probation 
5. Performance Management Absenteeism management                 
6. Misconduct, grievances and disputes
7. Fitness for work
8. Talent retention
9. Succession planning
10. Organisational design o Change management
11. Workplace health and safety matters
12. Right to work in AU

• Work in cross-functional and independent teams to contribute, develop and execute new initiatives to improve performance and enhance leader capability, talent retention and engagement.
• Partner with People Operations Business Partners and stakeholders on projects and continuous improvement initiatives
• Act as project co-ordinator on roll out of various HR projects demonstrating change management capability Support the People Coordinator with HR administration tasks
• Ensure correct documentation prepared for all employees and contractors
• Creation and maintenance of employee records, in compliance with policies, relevant agreements, contracts, and legislation
• Act as a backup for administering all probation reviews and exit survey reviews/analysis
• Provide timely and accurate HR reporting and analysis as required. • Support the Talent Acquisition team with end-to-end recruitment for senior and shared service vacancies Identify continuous improvement opportunities regarding talent acquisition practices and partner with stakeholders to support initiatives
• Provide advice on recruitment and selection queries as required
• Provide timely, quality, compliant and risk-informed advice on ER matters
• Coach and assist leaders to improve ER capability
• Resolve employee queries relating to their conditions of employment
• Conduct workplace investigations Interpret AU employment legislation, enterprise agreement, award entitlements and terms and conditions of employment agreements
• Serve as an escalation point for leaders for effective resolution of grievances and disputes in the workplace
• Develop recommendations to mitigate risks in the workplace and manage the implement of agreed actions
• Assist with the preparation of documentation for communicating workplace changes in compliance with TSA's Enterprise Agreement and legislative requirements.
• Assist leaders with the consultation process for any changes to work conditions
• Support the management of external claims (e.g. Fair Work Commission)
• Develop and maintain up-to-date People related training modules for e-learning, direct access and/or face-to-face learning/resources.
• Assist with training needs analysis to identify site specific needs and liaise with stakeholders to develop and deliver internal upskill subjects/programs for leaders.
• Source external training providers and programs as required.
• Coordinate training schedules as required.
• Support with employee screening for development opportunities as required.
• Interpret AU workplace health and safety and workers' compensation legislation
• Support the management of COVID- 19 in the workplace
• Conduct safety investigations Develop and drive risk mitigating initiatives to maintain safety and wellness standards
• Ensure all employees have completed the WHS learning course
• Maintain Risk register for the site Promote safety culture on site Conduct ergonomic assessments
• Conduct routine audits to ensure compliance with WHS policy and procedures and legislation.
• Contribute to the development of TSA's wellness initiatives and drive these initiatives on site
• Support People Coordinator and Office Management to ensure all sites have appropriate number of First Aid Officers and Fire Wardens as required.
• Co-ordinate reporting for the National WHS committee meeting and participate in WHS meetings as requested.
• Administration and management of workers compensation claims and Return to Work co-ordination of injured workers in rehabilitation phase.
• Develop, review and update HR and safety policies, procedures, processes and guidelines
• Upskill leaders/key stakeholders on policy/procedure documents and changes.
• Partner with the business to drive national employee engagement initiatives
• Identify opportunities to improve employee engagement and partner with the team and stakeholders to implement local/state initiatives
• Support the management and co- ordinate of recognition awards and events
• Support the co-ordination of service awards as required
• Manage TSA's relationships with corporate partners to ensure all employee benefit campaigns are current.
• Partner with Office Managers as needed to support a positive office environment
• Draft/review employee communications to ensure accurate content and desired tone as required.

What a Technical Solutions, Analyst does at Visa:

The Technical Solutions Analyst (Enumeration) is a highly visible and demanding role, responsible for monitoring and reviewing enumeration alerts across the full suite of Visa’s risk products. This position is responsible for identification and mitigation of any risk or fraud attack affecting Visa’s clients or brand. This fast-paced team of technology experts identifies, investigates, disrupts, and prevents attacks targeting the global payment ecosystem. The Analyst is responsible for all aspects of monitoring, alert development, incident review, escalation, and documentation of alerts.

Note: This position requires shift work or on call support

Primary responsibilities:

• Monitor and respond to a wide variety of alerts from internal and external systems used to identify potential fraud and risk-based activity.

• Work with global operations teams to identify and respond quickly to potential fraud events.

• Ensure that incidents escalated to the proper support teams for validation and mitigation based on the identification of threats.

• Providing guidance for tools and anomaly detection that a merchant or partner could have in place to identify and mitigate malicious activity including enumeration attacks.

• Determine opportunities for incident handling improvements and increase operational efficacy.

• Coordinate incident handling with regional Risk groups take decisive action on events, alerts, etc.

• Accurately assess the impact of incidents and author communications for distribution to appropriate recipients within Visa’s standard timelines.

• Serve as a Global Risk Subject Matter Expert on various Visa fraud alerting platforms.

• Develop and drive metrics for operations and validate the accuracy of these metrics.

• Compile reporting on internal incident response measures of success.

Secondary Responsibilities:

• Collaborate with Payment Systems Intelligence to recognize and implement measures to identify and disrupt new fraud and cybercrime threats to the payments ecosystem and communicate them to relevant stakeholders.

• Provide and oversee technical analysis support to the Global Risk organization to protect the payment ecosystem.

• Support Payment Fraud Disruption and Risk in its strategic goals of identifying, analyzing, and disrupting cybercrime and fraud threats to the global payment’s ecosystem.

• Identify and recommend process improvements, system enhancements, and procedural changes to increase operational efficiencies and data quality.

• Assist with various other cross-functional projects undertaken to improve Visa’s fraud prevention for its clients.

The IT Helpdesk Technician be part of a highly technical engineering team responsible for 
architecting and delivering solutions. This role will be a unique blend of hands on delivery, solutions design and architecture.

The IT Specialist’s role is to ensure proper computer and software operation 
and to assist end users when problems occur, so that end users can accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving end user requests. There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. These include
Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on Help desk assistance.

• Help Desk Requests
• Field and prioritise requests from end users in a prompt and courteous manner
• Work to resolve them. 
• Escalate requests when required, to the appropriately skilled IT Level 1 or 2 resource.
• Track and document the Help 
• Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Perform Root Cause Analysis for Help Desk requests.
• Apply diagnostic tools to aid in troubleshooting as and when required.
• Perform post-resolution follow up to ensure user satisfaction and proper problem resolution.
• Learn appropriate software and hardware utilised by TSA. This is inclusive of but is not limited to 
  ▪ MS Office applications
  ▪ MS Operating environments
  ▪ Software packages
  ▪ Business Systems 
  ▪ PC desktop and laptop hardware
  ▪ Mobile devices
  ▪ Digital and VoIP telephones
  ▪ Video conferencing systems 
• Assisting Systems or Database Administrators with IT requests, as and when required.
•  Assisting the Facilities Manager with co-ordinating the installation and maintenance of IT related office facilities.
• Suggest improvements to processes and systems as necessary.
• Assist team members with tasks as required and outlined in the Project Scope. 
• Complete assigned tasks in accordance with the approved Project Plan.
• Service Delivery
• Solutions are implemented to production meeting the Zero Business Impact Principle.
• Services delivered are within the timeframes stated in the Service Catalogue.
• High availability and Reliability are always at the forefront of our mind 
• Project Delivery
• Ensure that Projects delivered are robust and meets production standards with zero business impact. 
• Risk Management
• Operational risk is managed and we deliver to the agreed outcomes and timeframes.
• Financial Management
• Act like it’s your own business ensuring best value for dollar spent for TSA.
• Team work to the one TSA principles being outcome focussed and collaborative.
• Treat colleagues with respect as you would like to be treated.
• Take into consideration all the factors that might affect information security. 
• Ensure that the security equipment must be installed at the precise network location.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.
• Reporting the security analysis of findings
• Maintaining the regulatory systems about ISMS policy (Information System 
  Management Systems)
• Recommend modifications in legal, technical and regulatory areas that affect IT security.

About the job

Reporting to the Goods Flow Team Manager, this ASSOCIATE role is responsible for providing assistance in the completion of the Logistics process in the easiest and safest way possible. He/She develops and uses his/her knowledge and experience of IKEA operations, including IKEA machinery and equipment, as well as the expertise of his/her co-workers within the team to achieve the highest level of availability of products in the store.

Your assignment

• You perform effectively the Goods Flow operation tasks in your assigned area, using the available IKEA systems and equipment to achieve an efficient goods flow process and data integrity, in order to maximize stock accuracy and ensure the highest product availability for customers;
• You contribute to an optimized daily goods flow operation within the assigned goods flow processes by working in a lean, simple, and cost-conscious way;
• You contribute to the agreed goals of the Goods Flow Team, as well as being involved in the goal-setting process of your team;
• You comply with IKEA health, safety, and security guidelines, rules and regulations, and support colleagues in preventing untoward health, safety, and/or security-related incidents in the store.

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.

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations. 

Responsibilities

•This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.

•Manage activities, requests, and inquiries for support and information thru various case management tools which includes but is not limited to emails, chat, calls, etc.

•Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Client Success, Product, and other internal organization as needed.

•Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

•Deliver consistent high-quality work to ensure an excellent client experience.

•Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

•Identify key process improvement and opportunities based on inquiry trends and any operational pain-points to improve service delivery.

•Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team members.

•Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.

•Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.

•Build and enhance positive working relationships with internal and external stakeholders.

•Contribute to team efforts by accomplishing related tasks as needed.

•Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

•Demonstrate flexibility in schedule changes - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)

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 Training Program Coordinator is responsible for overseeing and coordinating all aspects of the training schedule, managing email communications including confirmation and attendance management, and ensuring timely completion reporting. This role involves providing analytics, insights, and recommendations to optimise training programs and ensure their effectiveness. The Training Program Coordinator will maintain comprehensive records and ensure that all stakeholders are kept informed about training activities and outcomes. Additionally, this role is responsible for tracking and reporting mandatory training at TSA Group and engaging with stakeholders, including executive and senior management.

• Develop and maintain the training schedule for all programs. Coordinate with trainers and participants to confirm training sessions. Ensure timely communication of schedule changes. 

• Send confirmation emails to participants. Manage attendance through email communications. Address any queries or issues related to training sessions via email. 

• Compile and distribute training completion reports. Ensure accuracy and timeliness of reporting. Maintain records of all training activities. 

• Analyze training data to provide insights and recommendations. Prepare reports on training effectiveness and areas for improvement. Monitor and report on key training metrics. 

• Identify opportunities for improving training programs. Provide actionable recommendations to Training Delivery Manager. Support the implementation of approved recommendations. 

• Maintain high levels of engagement with trainers and participants. Encourage feedback and continuous improvement. Facilitate a positive training experience for all participants. 

• Track and report on mandatory training compliance. Ensure all mandatory training is completed on time. Communicate compliance status to relevant stakeholders. 

• Engage with stakeholders including executive and senior management. Communicate training updates and outcomes. Gather feedback from stakeholders to improve training programs. 

• Maintain professional communication with all stakeholders. Ensure clear and concise communication of all training-related information. Facilitate effective information flow within the training department. 

The Learning Administrator is accountable for the effective and seamless management of the following: TSA's Learning Management System (LMS), Training Design learning materials repository, and other Training Design-related administrative tasks.

Their role is to take care of LMS operational performance on a daily basis as well as to establish a connection between LMS vendor technical support and the Training Design Team. Essentially, a major responsibility is providing daily support to TSA employees as well as keeping the ongoing operations of TSA's LMS stable.

This role usually deals with, but is not limited to, the following:

• Defining user roles
• Publishing and revising courses
• Auditing learning materials
• LMS maintenance including branding

Analysts are responsible for facilitating the research and resolution of complex dispute claims, balancing the timeframes with a high degree of accuracy.  They work dispute cases on behalf of Global Dispute Processing and global clients.

RESPONSIBILITIES:

Associate Analysts work all dispute cases (simple fraud, complex and ecommerce), including more complex or higher dollar cases.  They must collaborate and decision cases according to our client matrix and Visa Dispute Rules and Regulations within compliance timeframes.  Associate Analysts may work Prepaid, Debit, or Regional Network for all dispute reasons.  Other responsibilities may include reviewing cases from other analysts, assisting with reporting and uploading letters to VROL.  Maintain a high level of understanding of all systems, processes, and procedures to help with projects, questions, and training as necessary.

Essential Functions

• Analyze claimant transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent

• Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery

• Assess claimant eligibility for access to affected funds during the dispute recovery process in accordance with US consumer laws if applicable

• Utilize Network dispute process to attempt recovery on behalf of Visa Global Disputes Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met 

• When disputes are challenged by the opposing party via a representment, collaborate with senior staff to review the new evidence to assess its validity and

  • Resolve the claim or counter-challenge the presentment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process or

  • Pass dispute to Global Disputes Client to decision

• Analysts will process all complex dispute types and reason codes

• Work and balance Incoming/Outgoing disputes with Visa DPS settlement and Network financial general ledger (Regional only)

• Communicate via email and phone to Visa Global Disputes Clients and Network associates as necessary

• Upload cardholder letters in VROL, maintain letter library and make changes as necessary once approved by legal and client

• Maintain a high degree of knowledge on all Claims Management products

• Open tickets and communicate system or settlement issues to leadership or internal partners

• Work off business hours as required

Senior Dispute Support are responsible for facilitating the research and resolution of simple dispute claims and over time and through on-the-job experience, acquiring the skills and knowledge required to manage more complex dispute related work. The position is responsible for processing basic disputes for Prepaid, Debit or Regionals on behalf of Global Dispute Processing clients.  Working primarily fraud cases, they will learn systems and dispute processes.

Essential Functions

• Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery

• Utilize Network dispute process to attempt recovery on behalf of Visa Global Dispute Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met 

• When disputes are challenged by the opposing party via a representment, collaborate with senior staff to review the new evidence to assess its validity and

  • Resolve the claim or counter-challenge the representment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process or

  • Pass dispute to Global Dispute Client to decision

• Work and balance Incoming/Outgoing disputes with Visa DPS settlement and Network financial general ledger (Regional only)

• Communicate via email and phone to Visa Global Dispute Clients and Network associates as necessary

• Submissions without approval are capped at 1,000/2,500 USD per claim at the representative level

• Incumbent must make themselves available during core business hours

• Work off business hours as required

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.