JOB DESCRIPTION AND RESPONSIBILITIES

The IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. 

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

Key responsibilities include:

• Continual improvement of services and processes
• Building strategic partnerships throughout the organization
• Managing services throughout their lifecycle
• Influencing decisions as a customer advocate
• Facilitating transparent communication and collaboration
• Providing clear, weekly reporting focused on results and milestones

The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.

The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.

The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.

Essential Functions include:

• Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets
• Analyzing ServiceNow data to identify service gaps and drive improvements
• Meeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needs
• Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery
• Developing actionable plans with key deliverables/milestones, eliminating ambiguity
• Communicating with high energy, excellent verbal, written, and presentation skills are essential
• Creating clear and actionable service-related communications for distribution to targeted audiences
• Building partnerships and encouraging collaboration to maximize continual improvement opportunities
• Transforming complex technical concepts into precise, audience-appropriate language
• Leading in ambiguous high-pressure situations and working independently with limited direction
• Prioritizing and managing a wide range of competing initiatives
• Taking ownership of urgent customer items and building strong relationships with internal customers
• Optimizing service delivery by aligning technology owners with best practices and methodologies
• Challenging assumptions and the status quo, exhibiting strong organizational courage
• Developing persuasive business plans and proposals that maximize return on investment
• Exhibiting strong problem-solving skills and critical thinking techniques
• Understanding organizational change management and user experience improvement techniques
• Engaging professionally with people at all levels, using strong interpersonal skills
• Managing time and priority with attention to detail across a wide array of competing initiatives
• Integrating into a team of technical, process improvement and change management professionals
• Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve Asia Pacific

The successful candidate will possess the following qualities:

• Strong ideation and problem-solving skills
• Results-oriented with a continuous improvement mindset
• Coachable and positive attitude
• Strong and concise communicator, effective listener, and empathetic
• Self-sufficient in admin tasks and effective at prioritizing

Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership, and possess excellent communication skills.

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 3 set days a week (determined by leadership/site) or more of the time based on business needs.

Job Description

We're in search of a System Analyst with a solid background in IT Operations. This role is pivotal in providing support for our HR Technology applications. The perfect candidate would be adept at technical troubleshooting, possess excellent analytical skills, and be a creative problem solver.

Key Responsibilities: 

• As a member of the Operations team, you will help maintain internal and Vendor-managed applications to comply with our standards.

• Vendor Management.

• As an Application Owner, you will work with issue owners and relevant teams to address audit issues related to the systems and applications they own.

• Application Owners are responsible for ensuring all data privacy requirements are captured and up to date in the Data Privacy Tool.

• Application Owners are responsible for remediation of security vulnerabilities reported for the application within the specified time.

• Perform tasks as per IAM policies and procedures.

• Work with vendors and the Operational Resiliency team to complete service impact assessments and define recovery metrics for applications.

• Collaborate with the CMDB team to enhance data integrity.

• Maintain CIs to ensure CMDB accuracy. Monitor unauthorized CI changes.

• Report on noncompliance situations.

• Administer the tool for configuration and asset management.

This is a hybrid role. Hybrid employees can alternate between remote and office work. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

​​​​​​​

What we expect of you, day to day

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

• Testing controls that are being performed by wider business first line teams as well as compliance teams.

• Assisting with enhancing First Line of Defense (FLOD) and Monitoring Frameworks to ensure compliance with regulatory requirements.

• Monitoring that risks are being adequately managed.

• Monitoring performance and consistencies across the function and feeding back to the Regulatory Compliance Director and/or Senior Manager.

• Acting as a catalyst for change and improvement in testing.

• Supporting on regulatory compliance reporting.

• Contributing to design, implementation, and on-going reviews (as necessary) of regulatory compliance.

• Contributing to the creation of new monitoring processes, process maps and documenting new procedures where necessary.

• Assisting with formulation of management information and regular reporting, including but not limited to, local dashboard and metric reporting on compliance findings and progress with projects.

• Contributing to the continuous promotion of a strong culture of compliance, including assisting with  delivery of any necessary training and communications.

• Contributing towards the ongoing development  of effective relationships between all relevant Visa Payments teams and their relevant counterparts within the wider Visa organization

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

In this role you will be primarily responsible for supporting the Regulatory Compliance function with implementation and ongoing monitoring of compliance controls associated with the regulatory compliance obligations of Visa Payments Limited.

• Assisting the business and Regulatory Compliance function in the continuous monitoring of our First Line of Defense (FLOD) controls and Monitoring Framework to ensure ongoing compliance with regulatory requirements.

• Ongoing monitoring, of second line of defense (SLOD) controls.

• Assisting with ongoing internal projects.

• Supporting the Regulatory Compliance function with obtaining information to support internal audits and regulatory requests

• Contributing to design, implementation and on-going reviews (as necessary) of the approach and  framework of the regulatory compliance team.

• Supporting the Regulatory Compliance function as required on projects and any other ad hoc regulatory compliance projects.

• Supporting  the function’s regulatory incident management framework.

• Assisting with  the compliance function regulatory training obligations.

• Contributing to regulatory  horizon scanning, including but not limited to consideration of potential business impact, proposed regulatory changes, system & control assessments in line with upcoming changes.

• Ability to construct regular reporting, such as metrics and dashboards.

• Supporting the promotion  and embedding a culture of compliance, including providing input to any relevant training materials to be distributed across Visa Payments Limited.

• Collaborate with relevant stakeholders with regulatory compliance matters.

•  Proactively evaluate current processes and identify any weaknesses.

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 IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. Key responsibilities include:

• Continual improvement of services and processes

• Building strategic partnerships throughout the organization

• Managing services throughout their lifecycle

• Influencing decisions as a customer advocate

• Facilitating transparent communication and collaboration

• Providing clear, weekly reporting focused on results and milestones

The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.

The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.

The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.

Essential Functions include:

• Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets

• Analyzing ServiceNow data to identify service gaps and drive improvements

• Meeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needs

• Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery

• Developing actionable plans with key deliverables/milestones, eliminating ambiguity

• Communicating with high energy, excellent verbal, written, and presentation skills are essential

• Creating clear and actionable service-related communications for distribution to targeted audiences

• Building partnerships and encouraging collaboration to maximize continual improvement opportunities

• Transforming complex technical concepts into precise, audience-appropriate language

• Leading in ambiguous high-pressure situations and working independently with limited direction

• Prioritizing and managing a wide range of competing initiatives

• Taking ownership of urgent customer items and building strong relationships with internal customers

• Optimizing service delivery by aligning technology owners with best practices and methodologies

• Challenging assumptions and the status quo, exhibiting strong organizational courage

• Developing persuasive business plans and proposals that maximize return on investment

• Exhibiting strong problem-solving skills and critical thinking techniques

• Understanding organizational change management and user experience improvement techniques

• Engaging professionally with people at all levels, using strong interpersonal skills

• Managing time and priority with attention to detail across a wide array of competing initiatives

• Integrating into a team of technical, process improvement and change management professionals

• Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve Asia Pacific

The successful candidate will possess the following qualities:

• Strong ideation and problem-solving skills

• Results-oriented with a continuous improvement mindset

• Coachable and positive attitude

• Strong and concise communicator, effective listener, and empathetic

• Self-sufficient in admin tasks and effective at prioritizing

Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership, and possess excellent communication skills.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

What we expect of you, day to day.  

• Develop an understanding of Visa Payments business operations and payment processes 

• Review patterns of unusual activity, provide thorough and evidential rationales, escalating and following reporting procedures accordingly 

• Liaise with clients to obtain supporting information to understand payment trends/unusual activity  

• Support the resolution of risk and compliance issues, queries and concerns, raised both internally and externally. 

• Work alongside the Diligence team to understand new clients, the risks and effective monitoring controls.  

• Undertake assigned Compliance project work ad-hoc (e.g. Data Protection, Fraud) 

• Identify and internally escalate actual or suspected financial crime incidents 

• Keep up to date with compliance legislation and regulations 

And assist

• Ensuring clients are within legal parameters and not undertaking ML or criminal activities. For example, using screening and monitoring systems to assess client legitimacy. 

• Identifying, managing & escalating suspected and actual money laundering, sanctions breaches and fraud cases through the relevant escalation path. 

• Ensuring the compliance risk control framework remains aligned with external legislation. 

• Conducting and/or overseeing compliance monitoring reviews and audits. 

• Promoting and providing advice on best compliance practice within critical business areas.  

• Exemplifying the company values and promoting them in all areas of the role, within and without the function. 

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 Compliance related transaction queries from our Network Partners and Beneficiary banks

• Ensure responses are sent in a timely manner in line with our internal SLAs and deadlines set by the Banks.

• Identify any reoccurring issues raised by the bank, and effectively resolve any problems resulting in the reduction of Bank requests.

• Engage with clients to understand customer activity following alerts or requests from bank partners Identify and internally escalate actual or suspected financial crime incidents

• Understand automated transaction monitoring tools, applying rules to enhance their effectiveness

• Identify, investigate anomalous transaction patterns 

• Identify, investigate, actual or suspected financial crime incidents

• Assist the Senior Compliance Managers with analysis of current and future monitoring requirements as required

And assist

• The risk-assessment of proposed markets, products and counterparties (clients and partners)

• Collation, assessment and recording of counterparty due diligence

• Other compliance officers with monitoring reviews and audits

• Other compliance officers with detailed resolution work re compliance issues, queries and concerns raised both internally and externally as directed by the Nominated Officer By committing to learning relevant compliance legislation and regulation 

• Ad-hoc compliance project work (e.g. Data Protection, Fraud)

• Develop an understanding of operations, payment processes and I.T (the Product)

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 Compliance related transaction queries from our Network Partners and Beneficiary banks

• Ensure responses are sent in a timely manner in line with our internal SLAs and deadlines set by the Banks.

• Identify any reoccurring issues raised by the bank, and effectively resolve any problems resulting in the reduction of Bank requests.

• Engage with clients to understand customer activity following alerts or requests from bank partners Identify and internally escalate actual or suspected financial crime incidents

• Identify, investigate anomalous transaction patterns 

• Identify, investigate, actual or suspected financial crime incidents

And assist on

• Ensuring clients are within legal parameters and not undertaking ML or criminal activities. For example, using screening and monitoring systems to assess client legitimacy.

• Identifying, managing & escalating suspected and actual money laundering, sanctions breaches and fraud cases through the relevant escalation path.

• Ensuring the compliance risk control framework remains aligned with external legislation.

• Conducting and/or overseeing compliance monitoring reviews and audits.

• Promoting and providing advice on best compliance practice within critical business areas. 

• Exemplifying the company values and promoting them in all areas of the role, within and without the function.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

This is an individual contributor role responsible for solving moderate to complex problems and taking a broad perspective to identify solutions for new Visa digital initiatives. This role serves as a technical/functional specialist in the digital space which requires strong execution and analytical skills and works independently with guidance only in the most complex situations.

Responsibilities

• Provide implementation project management support to Visa marketing campaign clients and ensure customer expectations are exceeded.
• Coordinate with internal partners to analyze and understand program set up requirements and manage new configurations and maintenance requests.
• Manage routine and non-routine, moderately complex processing and change requests, as well as support client initiatives.
• Assess operational opportunities to increase service quality or efficiency.
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Build and enhance positive working relationships with Visa client institutions, processors and internal partners.
• Represent client system and operational requirements to internal Visa organizations. Serve as resource with stakeholders.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Report client project accomplishments and deliverables to management regularly.
• Create and update internal support documents to assist internal and external partners.
• Proactively identify operational opportunities to increase service quality or efficiency.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

This is an individual contributor role responsible for solving moderate to complex problems and taking a broad perspective to identify solutions for new and existing Visa digital initiatives. This role serves as a technical/functional specialist for Content Services and Implementations Support which requires strong communication, organizational, analytical and execution skills. This role works independently with guidance only in the most complex situations.

Responsibilities

• Develop and maintain email collaterals for marketing campaigns including both template and custom requests.
• Coordinate with internal partners to understand the requirements and manage project requests while meeting client expectations.
• Drive the project completion from requirements gathering, build, testing and deployment to Production.
• Manage routine and non-routine, moderate to complex processing and change requests, as well as support client initiatives.
• Prepare and maintain project tracking, status reports and issues logs.
• Build and enhance positive working relationships with Visa client institutions, processors and internal partners.
• Represent client system and operational requirements to internal Visa organizations. Serve as resource with stakeholders.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Coordinate with internal Visa resources to ensure delivery on commitments.
• Report client project accomplishments and deliverables to management regularly.
• Create and update internal support documents to assist internal and external partners.
• Proactively identify operational opportunities to increase service quality or efficiency.

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 Product Support Engineering (PSE) team is a Tier 3 Customer Support team tasked with supporting merchants using all CyberSource products and services. This role will have a focused emphasis on Integrated Commerce and Card Present payment solutions and is based in Philippines. Candidates are expected to handle escalated case tickets, work with other teams inside and outside the Support organization, provide product training, and interface with customers on an as-needed basis.

RESPONSIBILITIES

• Troubleshooting escalated technical problems

• Escalating issues to Product Development, Product Management, and / or Operations teams while managing their resolution

• Building internal support related tools and documentation

• Participating in requirements, design, and roll out of new products and services

• Interfacing with customers that have both direct and partner relationships to the business Representing Customer Support to other departments within the company including Sales, Operations, Product Management, and Product Development

• Creating, editing, and distributing customer notifications

• Taking part in the after-hours/weekend on-call rotation

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. B2B Acceptance Resolution team is a global team dedicated to improving acceptance and tackling challenges in the B2B space worldwide. 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.

What the Analyst, Technical Solutions - Acceptance does at Visa:

The Analyst, Technical Solutions - Acceptance position is an individual contributor role responsible for providing technical expertise, product consultation and problem resolution. This individual will primarily work with Visa Issuing Financial Institutions, technology partners, as well as internal product and IT operational teams. This role will work as the functional / technical specialist to educate, inform, and solve complex problems for B2B payments.

This role includes managing the operational side of the client relationship and has a focus on working with partners in the payment ecosystem to further improve card acceptance across the market.

In this role, you are expected to:

• Provide technical consultation and problem resolution to clients

• Identify and remove operational reasons for non-acceptance of card payments, partnering with both internal and external stakeholders to drive resolution

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

• Monitor and analyze key trends with live merchants and partners, escalating internally where appropriate

• Utilize CRM (Microsoft Dynamics) to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident

• As part of a global team, keep peers and relevant stakeholders informed and provide updates

• Manage all acceptance solution operational activities

• Act as liaison for the client by working with key internal teams including IT Operational teams, Product, Sales, and other business leaders

• Engage B2B Mobility Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

• Educate and train clients on best practices for all supported services

• Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally

• Proactively notify clients regarding any widespread or business critical problems with the application,

• Stay current with Commercial and Money Movement Solutions, releases and inform / educate clients as needed on latest enhancements

• Follow the Sun support, as appropriate

Why this is important to Visa:

The Analyst, Technical Solutions - Acceptance is vital in helping Visa to deliver against the operational needs of a key market segment, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa’s business by driving value to our clients through effective, customer centric support.

Projects you will be a part of:

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

·       Working with the in-country team to expand the business in the market

·       Working with regional and global client services counterparts deliver a seamless client experience

·       Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives

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.

• 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 and executive management levels within Client and Visa organizations through a combination of negotiation and 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

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.

Review transaction monitoring alerts to identify potential instances and trends of money laundering, terrorist financing, and other illicit activities.

Analyze large volumes of transaction data efficiently and enhance the detection of suspicious activities.

Conduct in-depth investigations and maintain accurate, thorough documentation.

Prepare Enhanced Due Diligence (EDD) reports and other analytic reports, as necessary.

Work closely with cross-functional teams to address AML concerns and implement effective risk mitigation measures.

Contribute to the development and enhancement of internal policies and procedures.

Perform other duties and responsibilities as assigned.

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

Acceptance Solutions CyberSource Servicing is the team responsible for the end-to-end user journey and support servicing model for clients: Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions.  Acceptance Solutions is one pillar of the Value-Added Services global servicing and support team working with clients worldwide to develop and deliver the best servicing and support model for Visa.

The Acceptance Solutions Service Enablement team is the liaison between Client Services and internal teams. The team prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements.

This role will be responsible for: providing in-depth analysis of data to identify key business drivers and trends for decision making, developing automated dashboards to improve data visibility for users across the organization, creating visual maps and artifacts to document Acceptance Solutions processes and service models, developing reporting packages and presentations that will be consumed by leadership and cross functional teams.

What You’ll Do, Day To Day.

• Maintenance and creation of all artifacts such as end to end journey maps
• Visio mapping to document regional and functional processes to highlight where we have differences and inefficiencies, and leverage as a tool to identify areas of opportunity. This will also serve as a resource to share with stakeholders
• Maintain a continuous path of global CS communication to provide timely feedback to internal teams

• Define success measures, and track status with product on service experience improvements, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, and reduced service intensity
• Driving tighter alignment with regions to identify differences and drive more consistency and efficiencies through interventions
• Data and business analysis to better understand key trends and indicators to support decision making

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 Authorize.net Technical Solutions Analyst acts as the main technical liaison to Authorize.net’s key designated clients, providing phone, email, knowledge base & online ticket support.  The Analyst is responsible for owning the ongoing support needs of top merchants and top resellers, and will ensure payment processing, service configurations and payment implementations are functioning optimally, while fostering positive client relationships and interactions along the way. The Technical Analyst role globally represents a primary and secondary line of support for Authorize.net’s products, acting as an escalation path from various internal teams for designated and qualified clientele.  Should a key client or its payment partner encounter any payment related concerns, the Analyst owns driving resolution. This may include assisting new key clients with the initial set up of Authorize.net’s payment services, as well as educating any established designated clients on the use of new cutting-edge offering such as token services, escalating to internal or external groups, or training clients on online business management tools.  Technical Analysts quickly identify and resolve first and second level technical problems while building client relationships with designated accounts, and often work with external departments while tracking open tickets for extended periods of time, interacting with internal Level 3 Product Support and various Product Operations teams. You will be an outstanding teammate who enjoys working with others, including internal engineering and operational teams, to solve demanding customer issues. The size of the CS team creates a varied role with the need for an ability to act in multiple capacities at a time, including as the point of contact for small projects, performing outbound contact campaigns to key clients, and creating reports for managers. Analysts are great teammates with the ability to deliver results in a dynamic and ever-changing environment with superb communication and time management skills. They have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users.

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.

• Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model. 
• Manage client inquiries using case management tool, email, and/or live chat support service. 
• Efficiently manage several case types such as but not limited to New, Pending, Follow-ups & Email activities.
• 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.
• Involve in identifying key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning thru training session and mentoring to new hires and peers.
• Participate in periodical 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.

What will your normal day look like?

The Real Time Analyst is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.

Responsibilities:

• Maintain rosters in line with business and staff requests.
• Maintain real time activities for a clear view of rostering data
• Produce highly accurate reports highlighting results across key business drivers, including trends.
• Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
• Analysis of data and reporting to identify business opportunities and continuous improvement 
• Work with the business to ensure that key tasks performed drive Business Success.
• Maintain a high level of professional communications with internal and external stakeholders
• Accuracy in all work completed
• Adherence to your schedule
• Maintaining a high standard of output while completing tasks within reasonable timeframes.
• To perform other related tasks as necessary from time to time. 

The Analyst, Business Strategy & Operations is a business process improvement role. It is part of the Operational Excellence & Execution (OE&E) team that is part of the Employee Enablement Solutions (EES) team within Corporate IT (CIT). This group champions the technology needs of Visa staff.

This team works with technology and other business partners to provide a center of excellence within the organization to drive efficiency, effectiveness, and an exceptional user experience. 

We are passionate about empowering our business users and supporting their success. We are looking for equally passionate people to lead a continuing journey of delivering world class technology, processes, services, support, and experience to our colleagues. 

Reporting to the Operational Excellence & Execution Director, this role will work with diverse teams across the Corporate IT Integration Management Office landscape to identify and implement process efficiencies, while contributing to efficient and successful integration of an acquired entities data and end users by driving process automation, improvement, and standardization across all functional areas and across all project lifecycle stages from inception to end-of-life. 

This position requires extensive Lean Six Sigma (DMAIC) experience analyzing and creating process flows within the context of cross-functional programs.  The successful applicant will also possess excellent leadership and interpersonal skills necessary to influence teams to deliver in a fast-paced and dynamic environment.  This position plays a pivotal role to ensure end users can conveniently and effectively execute their responsibilities in the Visa environment. 

In addition, this role requires demonstrated experience with process analysis, process design, process flow documentation, process improvement and target operating models. As the Business Process Improvement Analyst, you will actively lead continuous improvement projects using Lean Six Sigma (DMAIC) process improvement methodologies with the output being an optimal future state process and/or target operating model. 

We are seeking an experienced Business Process Improvement Analyst who has a mind for creating metrics, the ability to formulate strategy, and can lead critical continuous process improvement efforts, with the goal of improving both operating and financial performance.  This role requires the ability to understand an acquired entities processes and ways of working, operational and technical, to drive an optimal future state, that results in enhanced experiences during and post-acquisition integration. 

Essential Functions: 

1) Leverage Lean Six Sigma (DMAIC) and other process improvement methodologies to drive process improvement, transformation, and automation through cross-functional collaboration across all areas of the organization.

2) Cultivate trusted advisor relationships across the Corporate IT Integration Management Office organization and with their stakeholders and customers through demonstrated expertise and action-based leadership. 

3) Prepare and deliver status updates and presentations to internal stakeholders and executive leadership team. 

4) Conduct interviews and facilitate workshops with business stakeholders and acquired entities to formulate strategy, define customer needs, validate requirements and proposed changes to business processes and operating models. 

5) Develop process improvement procedures and monitoring and reporting on process performance and adoption across the organization.

6) Formulate strategic objectives and appropriate key measurements for initiatives. 

7) Analyze current process standards and metrics to provide solutions for improvements, updating and maintaining documentation on process improvements and performance. 

8) Perform data gathering, root cause analysis, demand analysis, and performance trending to develop appropriate process control changes. 

9) Analyze and document dependencies between new and existing processes and identify opportunities for improvements. 

10) Serve as a change agent for transitioning business stakeholders to new ways of working. 

11) Provide education and training on changes, updates, and improvements for guidelines, processes, and procedures to stakeholders and management. 

12) Serve as a contributor and advocate for global Lean Six Sigma initiatives and the fostering of a Lean Six Sigma culture. 

13) Identify potential roadblocks/obstacles and escalate issues as needed. 

14) Serves as a catalyst for continuous business process improvement, transformation, and innovation. 

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

We are looking for a Sourcing Analyst  to support our continued growth by identifying talent, confidently and knowledge equipped in managing stakeholders, contributing to Recruitment's development and much more.

You may be who we need! 

What will your normal day look like?

The Sourcing Analyst is responsible for the full sourcing life cycle which includes, but is not limited to - Talent Sourcing, Job postings, Referral program and Market Research for further growth and alignment.

We need someone who is:

• Driven in achieving goals and targets
• Analytical in actions ensuring all bases are covered
• Culturally aligned to our TSA Ways
• Able to work independently and with a group of high performing individuals 
• With excellent interpersonal and management skills that allows for collaboration, candidate and stakeholder management skills
• Resilient and able to operationalize criticism and recommendations

Team Summary

Client Services 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 and successful deployment of Visa products and services, enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

The Client Configuration Management (CCM) team provides client configuration and implementation expertise involving a unique set of skills with highly specialised knowledge of complex systems and applications as it relates to Client programs, transaction processing/routing and its implications to clients and cardholders. Clients include financial institutions, merchants, third party processors, non-traditional clients, state-owned entities, and direct connect merchants.

What an Implementation Analyst does at Visa:

An Implementation Analyst is a client facing and an individual contributor role responsible for managing non-routine configuration activities along with identifying and resolving issues of low to mid complexity. This position is at a professional level and requires an individual to work independently while receiving moderate guidance.

In this role, you are expected to:

• Provide dedicated implementation and configuration support to assigned Visa clients within a market and/or support to assigned countries/markets.
• Manage multiple types of configuration requests in support of client and Visa initiatives. Such as the addition of new system parameters to rollout a new service. This involves the coordination and prioritization of resources and tasks based on committed deliverable dates.
• Meet all milestones and deliverables in a timely manner.
• Coordinate directly with clients to understand program set up requirements and manage steps required to support all new card program installations, processor conversions and updates to existing programs without customer impact. This includes the setup of new products and services.
• Provide initial consultation and guidance on clients’ requests and needs, which also includes discussion of processing implications and completing questionnaires.
• Review, research, and analyze each client configuration request (i.e. Client Information Questionnaire) in detail to ensure completeness and accuracy. This includes highlighting discrepancies, inconsistences and incomplete information.
• Ability to translate technical information to business language in order for clients to gain a better understanding of the changes.
• Participate and/or Lead conference calls associated with client configurations – this may include internal and/or external clients.
• Ensure execution of all deliverables including ownership of implementation and packet management.
• Prepare accurate estimation and processing of billable tasks.
• Attends project kick off meetings with client and Visa project team.
• Prepare and maintain configuration checklists/profiles associated to assigned clients and/or markets.
• Provide problem resolution support for production and testing configuration changes.
• Report client incidents and manage to resolution.
• Provide 24 x 7 support for escalated inquires related to client configuration changes (i.e. cardholder declines from a new card program set up or testing interruptions).

• Responsible for the review and approval of other team members’ implementation work packets. These work packets represent the Visa system table changes involved within a client’s request and requires a review in multiple Visa applications.
• Provide responsive, accurate, and timely communications to internal and external stakeholders.
• Negotiate amongst various Visa teams and coordinate resources to ensure delivery on commitments.
• Facilitate any emergency requests and coordinate internal resources (i.e. real time changes with network operations).
• Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e. Account Management, Project Management, & Testing).
• Represent customer system and operational requirements to internal Visa organizations.
• Provide training (and share knowledge) to internal and/or cross-functional teams and external clients, as applicable.
• Contribute to department processes and procedures.

Why this is important to Visa

The Implementation Analyst (individual contributor) develops configuration expertise in the overall set up of client programs from a business, client and technical perspective within Visa. Clients include financial institutions, third party processors and non-traditional Fintech clients. This role is responsible for providing functional and technical consultative support to internal and external stakeholders for low to mid complexity programs, projects and other implementation activities for 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.

The Client Care CX Team aims to empower the Client Care organization to sustainably reduce clients’ effort with fast, easy and effective service models and resolution. This team works with the different function leads of Client Care.

The CX Analyst is an individual contributor responsible for supporting the Client Care CX bodies of work. This role requires financial, operations, CX Center of Excellence, or contact center background.  The candidate must demonstrate capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. 

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

• Partnering with the Client Care leadership, Technology, and survey vendor to support Client Experience NPS survey initiatives.
• Leverage Data Analytics to provide actionable insights in improving NPS survey management and survey returns
• Strong Project Management skills to manage issues, and lead process improvements
• Executive communication that is able to tell a compelling story about the state of Client Experience surveys

This position is to be based in Pasay City, Philippines and may or may not present relocation or sponsorship assistance.

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.

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.

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

(This role will support the US-based Global Sanctions team and as a result will work Pacific Time Zone business hours.)

• 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.