- Provide dedicated implementation and configuration support to assigned Visa clients within a market and/or support to assigned countries/markets
- Manage multiple types of complex configuration requests in support of client and Visa initiatives. This involves the coordination and prioritization of resources from various teams, and new processes to be developed based on committed and tight deliverable dates
Client Engagement & Support
- Provide initial consultation and guidance on clients’ requests and needs
- 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
- Participates in on-call rotation for event management serving as escalation and resolution contact point for both internal and external clients
- Attends project kick off meetings with client and Visa project team
- Provide responsive, accurate, and timely communications to internal and external stakeholders
Systems Management
- Review, research, and analyse each client configuration request in detail to ensure completeness and accuracy
- Ensure execution of all deliverables including ownership of implementation requests
- Prepare accurate estimation and processing of billable tasks
- Provide problem resolution support for production and testing configuration changes
- Provide 24 x 7 support for escalated inquires related to client configuration changes
- Evaluate incidents and document/share lessons learned with teams
Team Support
- Act as lead for corporate and/or client initiatives – both internal and external – using best practices, lessons learned, and technical/analytical skills
- Assess operational opportunities to increase service quality or efficiency within department
- Proactively identify, recommend and execute on agreed opportunities for process improvement resulting in improved efficiency and effectiveness, and increased customer satisfaction
- Acts as a subject matter expertise (SME) within CCM and within company as it relates to client configuration set ups
- Ability to demonstrate subject matter expertise and knowledge specific to clients’ system and processing set up from a technical and/or operational perspective
- Act as on-call point of contact for activities that require CCM’s assistance outside of business hours. This may be in support of an external client or internal issue. For example, be available after business hours in the event a system or edit job fails and requires changes to avoid client impact on the committed date
- Facilitate and lead internal meetings, as applicable
General
- Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e. Account Management, Project Management, & Testing)
- Prepare and lead training to internal and/or cross-functional teams and external clients, as applicable
- 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. The Consultant provides the second review/approval for complex and large project initiatives (i.e. major client brand conversion)
- 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)
- Develop and contribute to department processes and procedures
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.
