What an Analyst does at Visa:
The Asia Pacific (AP) Client Success Management Shared Services team provide knowledge and expertise on market technology and infrastructure for Visa issuers, acquirers, processors, fintech and merchants.
The Client Success Management Shared Services Analyst is responsible to manage post-sale and operational relationships for a significant group of Visa’s growth clients by overseeing onboarding and implementation processes, maximizing adoption of deployed products, driving Client Success outcomes, and optimizing client performance. This position is at an intermediate level and requires execution, analytical skills, and solid client relationship abilities.
In this role, you are expected to:
Manage operational support and fulfilling service needs of moderate complexity for Tier 3 clients. This includes respond to inbound client queries as well as outbound proactive client engagement.
Play a critical role in working with the client to identify operational efficiencies, manage assignments such as client initiative or change requests that are diverse in scope, and search out appropriate courses of action.
Act as liaison for the client to provide technical expertise to structure effective program or solutions, service change support and system enhancement support.
Develop communications for clients outlining initiatives and mandates (and the required client changes), and providing compelling rationale for the need for such change.
Manage these communications end-to-end, distributing to clients and governing responses and subsequent delivery of change.
Deliver and support biannual business enhancements and all Visa mandates.
Manage incident management - identify and analyze processing problems and identify customer impacts to provide report as appropriate
Be accountable and serve as an escalation point for high impact or complex issues encountered by L1, L2, and L3 support team or country team.
Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
Partner with Account Executives to identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality and revenue.
Provide handholding to clients on VisaNet operations and technical matters utilizing self-paced online course or webinars.
Ability to upsell value-added services to bring revenue and optimize business.
Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
Identify and implement opportunities to improve the client experience by streamlining operational processes. Collaborate with key stakeholders to drive ‘first-contact resolution by achieving scale, consistency, and automation for clients.
Why this is important to Visa
Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity to shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficiency and consultative support aligned to business objectives and critically, establishes and fosters working relationships with Visa’s clients as well as internal stakeholders across all levels of staff and management, ensuring the Client Services team are regarded as operational partners and able to effectively represent client needs.
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.
