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.

Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.

The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

Responsibilities

* Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team

* The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.

* Provide technical and operational support to financial institution, act as the voice of the client to other internal groups, including the Product and Technical teams

* Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs

* Accountable for the resolution of all customer requests within agreed commercial timeframes

* Develop operational relationships with our financial institutions and key stakeholders.

* Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term

* Manages business relationships with clients and partners to develop solutions and/or create complementary products/services

* Proactively resolve, own and manage stakeholder communication on all business & technical problems

* Lead discussions, representing products and services from both a technical and business perspective.

* Manage technical communications with customer services team

* Partner with platform & product teams to identify enhancements and reduce incidents

* Establish and foster relationships with internal stakeholders at all levels of management. Work to maintain and grow client relationships while ensuring excellent ongoing client service

* Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations

* Develop cross-functional influence to ensure execution on client needs and resolution of complex technical issues

* Proactively identify and solve complex problems that impact the management, relationship, and direction of the business

* Maintain workflow balance and reduce case resolution times

* Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa

* Proactively identify operational opportunities and implement recommendations

* Develop and implement strategic plans, operational initiatives, and projects for continuous improvement

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 Customer Care Support will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders’ needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service. This position is located in Pasay, NCR, Philippines.

SPECIFIC RESPONSIBILITIES WILL INCLUDE

• Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude.
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
• Actively listen and probe to figure out nature of each call and determine the appropriate actions to complete the call.
• Multi-task across several computer programs to respond to customer inquiries.
• Utilize all tools to properly support, action and document all related questions and needs.
• Accurately update and maintain cardholder data in appropriate databases.
• Collaborate with peers to help cardholders, provide thought-leadership, and inspire both customers and peers in a diverse business environment.
• Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.
• Manage sensitive data
• Maintain confidentiality
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.
• Willing to Work On-site

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.

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

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

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and 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 and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

• Coordinate internal resources to accomplish client’s and Visa’s objectives

• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

• Build and enhance positive working relationships with key clients and internal stakeholders

• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

• Educate and train clients on best practices for CMS product suite

• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

• Negotiate and manage expectations of clients and internal stake holders

• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

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.

Position Description:

The Client Care 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 Commercial Solutions and Visa Direct products. As a Client Care 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.

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.

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.

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.

What an Analyst in Loyalty Technical Solutions does at Visa:

As an Analyst, you will be a member of a team of highly motivated experts who specialize in Visa’s loyalty systems and solutions. You will leverage our capability to deliver strategic and innovative solutions for new campaign offerings and provide superior post-launch account management activities for our AP clients.

In this role, you are expected to:

• Foster close partnership and collaboration with key internal groups such as Product, Technology, Sales and Client account teams to deliver growth objectives, meet client and stakeholder needs 
• Communicate and engage with diverse functional stakeholders throughout service delivery
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Influence decision makers at staff, senior & executive management levels within Client & Visa organizations through a combination of negotiation & consultative output
• Use technical expertise blended with business acumen to solve complex problems
• Act as the primary point of contact, coordinating and communicating the resolution of key client incidents or problems
• Be the subject matter expert by leveraging deep knowledge of client pain points and creative problem-solving skills to propose potential enhancements and solutions

Why this is important to Visa:

As an Analyst, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.

This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients, and delivering and optimizing services that will help grow their business.

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:

As a member of the EUS Workstation Vulnerability Remediation team, the Sr. Operation Analyst will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day-to-day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment. This role will extensively support the U.S during business hours. This is a critical role that will work with cross functional teams on improving process, finding automation opportunities, working on exceptions with cybersecurity and other project-based requirements, in addition to the operational body of work.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM

• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.

• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.

• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.

• Improve processes and support methodologies by assessing need and requirements.

• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.

•  Act as the point person for Exception Management/requests

• Willing to cover and support U.S. business timings extensively

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.

As a member of the EUS Workstation Vulnerability Remediation team, Sr. Systems Engineer will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day to day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM
• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.
• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.
• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.
• Improve processes and support methodologies by assessing need and requirements.
• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.
•  Act as the point person for Exception Management/requests
• Willing to cover and support U.S. business timings extensively

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

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

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What a Consultant, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP region.

This is an individual contributor responsible for solving complex problems, serving 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:

• 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 

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. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

Team Summary

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

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving 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:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• 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 projects 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 
• 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 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, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

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. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

Team Summary

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

The Infrastructure Implementation Services team is responsible for delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What a Consultant, Implementation Services does at Visa:

The Infrastructure Implementation Services team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP region.

This is an individual contributor responsible for solving complex problems, serving 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:

• 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 endpoint / card program setup requirements to implement Visa products and services, facilitate endpoint connectivity / card program installations, conversions and maintenance requests 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 

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. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Team Summary

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

The Infrastructure Implementation Services team is responsible for delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Implementation Services does at Visa:

The Infrastructure Implementation Services team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving 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:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze endpoint / card program setup requirements to implement Visa products and services, facilitate endpoint connectivity / card program installations, conversions and maintenance requests to support the business and formulate implementation solutions 
• Confidently manage client projects 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 
• 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 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, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

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. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Team Summary

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

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

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and 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 and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

• Coordinate internal resources to accomplish client’s and Visa’s objectives

• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

• Build and enhance positive working relationships with key clients and internal stakeholders

• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

• Educate and train clients on best practices for CMS product suite

• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

• Negotiate and manage expectations of clients and internal stake holders

• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

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're looking for a proactive and strategic Channel Strategy Analyst to join our Visa Client Care Operations team. You'll develop and optimize channel strategies, ensuring they align with our clients' needs.

Key Responsibilities:

• Technical Skills:
  • Use data analysis tools like Excel, SQL, Python, R, or similar software.
  • Collect, clean, and manage large datasets to support business goals.
  • Apply statistical methods and create data visualizations to interpret trends.
• Analytical Thinking:
  • Spot patterns and trends in data to provide actionable insights.
  • Use critical thinking and problem-solving to draw meaningful conclusions.
  • Turn complex data into clear, actionable recommendations.
• Communication Skills:
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
• Business Acumen:
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
• Collaboration:
  • Work effectively within a team to gather requirements, analyze data, and deliver results.
  • Collaborate with different departments to understand business needs and provide insights.
• Benefits Reporting:
  • Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
  • Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
  • Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.

Additional Expectations:

• Industry Knowledge: Experience or expertise in the finance industry is a plus.
• Project Management: Manage the analysis process from data collection to report delivery.
• Attention to Detail: Ensure accuracy and consistency in data analysis.
• Adaptability: Stay current with evolving data analysis techniques and technologies.

Hybrid Position:
This is a hybrid position. You'll alternate between remote and office work, typically working from the office two days a week (usually Tuesdays and Wednesdays), aiming for 50% office time based on business needs.

We're looking for a Channel Strategy Consultant to join our Client Care Operations team. You'll develop and implement channel strategies tailored to our business needs, build strong business relationships, and lead projects to boost operational efficiency and client satisfaction.

Key Responsibilities:

• Channel Strategy:
  • Build and maintain strong relationships with Visa client care organizations.
  • Act as a trusted advisor, providing insights and recommendations to optimize channel strategies.
  • Design and implement effective channel strategies for client care organizations.
  • Analyze processes and suggest improvements to enhance client satisfaction and efficiency.
  • Monitor the performance of strategies to ensure they meet business/client expectations.
  • Adjust strategies based on performance metrics and feedback.
• Project Management:
  • Lead multiple projects simultaneously, ensuring timely delivery aligned with business goals.
  • Coordinate with internal teams and stakeholders for seamless project execution.
  • Chair and participate in meetings for new business requests related to channel opportunities.
  • Validate deployments to ensure releases meet business criteria.
  • Manage pre/post-project testing and coordinate agent-level testing with the contact center.
  • Conduct retrospective reviews for projects and implementations as needed.
• Collaboration:
  • Work closely with cross-functional teams, including marketing, sales, and tech.
  • Communicate effectively with all levels of business/client and internal stakeholders.
  • Partner with Contact Center leaders and teams to identify risks and escalate issues with mitigation plans.
  • Provide thought leadership to managers, supervisors, stakeholders, and developers.
• Strategy:
  • Consider broad strategic issues and articulate their impacts.
  • Improve corporate knowledge and best practices by creating/enhancing documentation and processes.

This is a hybrid role, alternating between remote and office work. You'll be expected to work from the office two days a week, usually Tuesdays and Wednesdays, aiming for 50% office time based on business needs.

About the job

Reporting to the SFM & Bistro 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 Payment Operations Command Centre (POCC) team provides global 24x5 operational event and alert management for Visa Payments Limited. The POCC manages events relating to transaction acquisition, transaction processing and network partner processing. The focus is on fast response times and initial triage to mitigate service impacting events as soon as possible.

As a member of the POCC, the Operation Analyst is a subject matter expert within Payment and Service Operations, providing a high level of support to internal teams. They will monitor all aspects of the Visa Payments Limited service providing technical support to assist with the mitigation or elimination of issues which may be impacting the payment ecosystem.

• Monitor all critical events relating to transaction acquisition, transaction processing and network partner processing and resolve or manage the prompt resolution of all incidents.
• Proactively monitor, analyse, and resolve events utilizing a variety of application tools and techniques.
• Take ownership of events and drive them to resolution in a timely manner as dictated by the impact and severity.
• Provide 24 x 7 on-call support as part of a Rota.
• Provide support for mission critical applications and execute procedures to resolve incidents, ensuring that the incident management process is followed, and all communication requirements are met.
• Follow documented support procedures, managing each event through to resolution or escalation to maintain established service levels.
• Correlate critical alerts on monitoring platform with actual system outages.
• Manipulate basic SQL queries and shell scripts to provide impact analysis. Work with the team to improve existing queries and scripts.
• Demonstrate an ability to investigate incidents and provide root because analysis based on application behaviour and log data.
• Interact with second level teams to ensure incidents are closed out and impact is clearly communicated per the process in place.
• Track update and resolve all assigned events in the event management system, ensuring that documentation is thorough, accurate and of a high quality.
• Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
• Identify gaps or improvement opportunities in the end-to-end monitoring of the service and develop/implement plans to remediate.
• Continually assess and refine monitoring thresholds and prioritisation to deliver a more effective monitoring capability.
• Propose and participate in the implementation of process/procedure improvements to better the department and services provided.
• Work with Problem Management to identify and fix the root causes of events.
• Conduct trend analysis to identify focus areas for continual service improvement.
• Maintain technical skills through participation in ongoing 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.

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.

• Assess and respond to requests for support and information, and operational issues for Visa’s Global Dispute clients in a 24x7 support model.
• Process client inquiries using case management tool, email, live chat and/or voice support service.
• Efficiently work several case types such as but not limited to New, Pending, Follow-ups & Email activities for both fraud and non-fraud case types for all line of business services.
• Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience. 
• Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
• Identify key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning through training sessions and mentoring to new hires and peers.
• Participate in periodic meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.

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.

Design, develop and implement effective and efficient, flexible and innovative best practice learning and development initiatives and solutions including eLearning modules, to build capability and meet business needs with a focus on continuous improvement.

Responsibilities

• Consult with subject matter experts and stakeholders across the business to develop holistic learning, to develop relevant competency and ensure learning outcomes are met.
• Design and build workplace learning modules based on business needs.
• Build assessments to test learner's current capability level.
• Create best practice around a blended learning approach which focuses on the business needs, takes into consideration the Client, audience, culture and local environment as well as current and emerging technologies to support the approach (e.g. Virtual classroom) 
• Design learning that is engaging and promotes knowledge retention by understanding the diversity of learners and groups of learners.
• Develop and maintain effective working relationships with subject matter experts and stakeholders to provide a high level of service and advice in relation to learning pathways to meet employee earning needs.
• Role model professional best practice behaviours and principles to identify and implement Instructional Design models to the Instructional Design role in TSA - not limited to ADDIE, Kirkpatrick, SAM Model, Gagne's Nine Events of Instructions, Merrill's First Principles of Instruction, Kemp, Action Mapping etc.
• Undertake review and evaluation of learning solutions (in consultation with subject matter experts and other stakeholders holders) to ensure they
  meet organisational requirements and support transference of learning/s into the workplace.
• Analyse training and LMS related issues and provide effective solutions and advice through the design and development process that includes learning/training needs analysis, product design, development, implementation and evaluation.
• When required assist to design additional content that will support flipped learning programs.
• Manage and/or coordinate solutions and assigned tasks to
  ensure quality outputs within the approved scope.