The Senior Manager, Implementations has a versatile role, combining the duties of an Sr Implementation Consultant and a People Manager. This position involves leading a dedicated team of Implementation Specialists as well as consultants and ensuring the delivery of exceptional technical project support.
The role will require you to work with senior leadership and cross-functional teams to implement changes that drive improvements to the customer experience. The position supports the team and enterprise clients, interacting directly with new and existing customers, business and technology partners and multifunctional Visa and Cybersource internal stakeholders. The Implementation Senior Manager will also be responsible for supporting high profile customers to ensure they receive the most comprehensive support possible.
In this role, you are expected to:
Facilitate strategic development and thought leadership for the Cybersource Implementation Services team.
Lead, coach and review a team responsible for assigned projects for our clients
Develop and deploy, with managers, peers and Product offices, the technical implementation strategy for assigned Asia Pacific clients.
Support clients to deliver award winning customer satisfaction.
Develop talent within the team to provide world-class Implementation Support for Cybersource Accounts.
Manage the team to follow consistent processes and use tools to meet the organization’s goals.
Ensure timely and effective resolution of merchant projects, collaborating with other functional groups as needed and consistent with enterprise technical support metrics.
Establish and maintain strong relationship with global Visa staff in Client Services, Product, Technology or Operations and Sales.
Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams.
Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
Be the main point of contact for complex escalations and provide resolutions independently. influences wider market function regarding Client Services practices, procedure and policies
Why this is important to Visa:
The Senior Manager, Implementations is the cluster lead for Implementation Consultants and Analysts. They are also the central operators of Value-Added Services business teams across Asia Pacific market teams and clients. To be successful as a Senior Manager, you will need to become a strong leader, a subject matter expert, a great coordinator of programs and thrive in a strong teamworking culture. Your ability to support the Value-Added Services business will directly impact our clients' trust in our brand and technology in the payment industry and money movement ecosystem.
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.
