Total 158 job vacancies by Visa

• 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.

The Dispute & Support Operations Team Lead will lead a team of Dispute and Support Operations (DSO) team members of different levels, completing dispute work on behalf of DPS and VDMS clients.  They are subject matter experts in their field and as such will be a point of contact and escalation within the department for complex dispute matters.  Candidate will establish processes for efficient completion of Prepaid, Debit, and Regionals disputes in order to maximize resource utilization rates and Client recoveries.

Essential Functions

• Oversight and development of a team, coaching and mentoring team to maximize performance
• Manage methods of delivery through the optimization of established workflows, ensuring that all cases are worked within set timeframes and in accordance with local, federal, and Visa regulations
• Monitor the daily workload and allocate or assign cases based on priority, work type, and available resources
• Strengthen relationships with key Clients and internal business partners including Global Arbitration and Compliance, Processing Sales, Client Support, and various Product organizations 
• Follow established operating guidelines for the delivery of support and standards of performance
• Provide escalation support for complex internal and external dispute related issues
• Provide information and direction to external and internal clients regarding Visa, Plus, and Interlink operating rules and regulations as it applies to disputes, re-presentments, pre-arbitration, pre-compliance, and case filing
• Provide career advancement opportunities (when applicable), timely coaching and performance evaluations and management when necessary
• Open tickets and communicate system or settlement issues to leadership or internal partners
• Communicate via email and phone to Visa DPS Clients and Network associates as necessary
• Work in a matrixed environment
• Potential domestic and international travel may be required
• Work off business hours as required
• A proven track record for identifying and proactively sharing dispute processes that maximize productivity and 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.

We are the Employee Enablement Solutions Team (EES) in Corporate IT, where we champion the technology needs of our Visa staff. Our mission is to drive exceptional quality, effectiveness, and efficiency of services to our users and business functions. Our vision is to evolve faster than the challenges, fill gaps that are yet unknown, and not only see around walls but knock them down. We have an exciting new position for an Instructional Designer.  

We are looking for a hardworking professional who will be responsible for designing, developing and delivering compelling and innovative learning products and experiences for Visa employees. In this role, you will apply your expertise in instructional design and demonstrate excellence in crafting modern learning solutions that drive business impact and performance. 

Essential Functions: 

• Build engaging, informational, and visually compelling learning experiences 
• Use appropriate software and systems to create user instructions and guides (e.g., Adobe Acrobat, Abode Illustrator, Microsoft PowerPoint, Microsoft Word, Camtasia etc.) 
• Create immersive, engaging, and effective learning experiences for classroom, video, online delivery, self-study, performance support, etc. 
• Adapt instructional materials to meet multiple channel requirements (e.g., workshop, video, webinar, eLearning, and toolkit 
• Draw on a variety of instructional design methodologies and technologies to innovate new learning solutions 
• Demonstrate proficiency in multiple learning formats, including layouts, templates, animations, and a diverse array of assets, to support our global audience 
• Work closely with subject matter experts, trainers, and other stakeholders to develop and refine the training programs 
• Identify potential learning gaps and/or needs of employees  

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 Consultant, Technical Solutions - Acceptance does at Visa:

The Consultant, 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 is a customer facing role and this person 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 Consultant, 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.

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.

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify solutions for new and existing Visa digital initiatives. This role serves as a technical/functional consultant 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

• Lead and execute high quality implementation support to Visa clients and processors to ensure client expectations are exceeded.
• Provide project support for Content Services (email collaterals, image assets, etc.) and digital product implementations.
• Coordinate with internal partners to understand the requirements and manage project requests while meeting client expectations.
• Drive the project completion to success from requirements gathering, build, testing and deployment to Production.
• Manage routine and non-routine 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 key Visa client institutions, processors, and internal stakeholders.
• Communicate complex, technical concepts in a focused and well-organized manner.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet delivery 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 and efficiency.
• Establish great collaboration with business partners by being able to speak confidently and professionally.
• Assume appropriate decision-making authorities to ensure flawless execution of project 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.

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.

Acceptance Solutions Service Enablement 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 Service Enablement team is the liaison between Client Services and internal teams. This role is recognized as a thought leader and authority on client enablement functions and needs. This role 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.

What You’ll Do, Day To Day.

• Hold teams accountable to improve the client experience through data driven projects that tie to OKRs and goals

• 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

• Continuous improvement to existing services and processes

• Maintain a continuous path of global CS communication to provide timely feedback to Product 

• Identify/prioritize key product needs, dependencies with regions, define success measures and track status with internal teams

• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens 

• Support Client Services as an escalation contact for improving the client experience

• Responsible for workflow assignments and maintain commitments toward taking initiative to resolve problems and meet deadlines

• Provide governance to meet target milestones

• Streamline internal processes to enhance effectiveness

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 the Employee Enablement Solutions Team (EES) in Corporate IT, where we champion the technology needs of our Visa staff. Our mission is to drive exceptional quality, effectiveness, and efficiency of services to our users and business functions. Our vision is to evolve faster than the challenges, fill gaps that are yet unknown, and not only see around walls but knock them down. We have an exciting new position for an Instructional Designer.  

We are looking for a hardworking professional who will be responsible for designing, developing and delivering compelling and innovative learning products and experiences for Visa employees. In this role, you will apply your expertise in instructional design and demonstrate excellence in crafting modern learning solutions that drive business impact and performance. 

Essential Functions: 

• Build engaging, informational, and visually compelling learning experiences 
• Use appropriate software and systems to create user instructions and guides (e.g., Adobe Acrobat, Abode Illustrator, Microsoft PowerPoint, Microsoft Word, Camtasia etc.) 
• Create immersive, engaging, and effective learning experiences for classroom, video, online delivery, self-study, performance support, etc. 
• Adapt instructional materials to meet multiple channel requirements (e.g., workshop, video, webinar, eLearning, and toolkit)
• Draw on a variety of instructional design methodologies and technologies to innovate new learning solutions 
• Demonstrate proficiency in multiple learning formats, including layouts, templates, animations, and a diverse array of assets, to support our global audience 
• Work closely with subject matter experts, trainers, and other stakeholders to develop and refine the training programs 
• Identify potential learning gaps and/or needs of employees  

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 the Employee Enablement Solutions Team (EES) in Corporate IT, where we champion the technology needs of our Visa staff. Our mission is to drive exceptional quality, effectiveness, and efficiency of services to our users and business functions. Our vision is to evolve faster than the challenges, fill gaps that are yet unknown, and not only see around walls but knock them down. We have an exciting new position for a Technology Training Facilitator.  

We are looking for a hardworking professional who will be responsible for developing, managing and implementing training programs on various technologies for Visa employees. As a key part of our Organizational Change Management team within EES, the Technology Training Facilitator will play a pivotal role in ensuring that our employees are well-equipped with the necessary skills and knowledge to adapt to new technologies and systems. This will involve working closely with other departments to understand the impact of technological changes on various roles and designing training programs that help employees transition smoothly. 

The ideal candidate for this role is someone who is passionate about technology and education, and has a proven track record in managing and implementing successful technical training programs. They should have excellent communication and leadership skills, and the ability to work collaboratively with a diverse team. 

Essential Functions: 

• Build engaging, informational, and visually compelling learning experiences 
• Deliver technology training, both in person and virtually, with a schedule that will meet learner demands and support organizational goals and priorities across time zones 
• Provide timely pre-class and follow-up support for learner queries as needed 
• Ensure all necessary training materials are prepared and available prior to the training 
• Support relevant online forums, communities and social media platforms that maximize learner engagement and connection 
• Stay up to date with the latest technology trends and tools by establishing positive relationships with SMEs and other partners to ensure training materials stay current 
• Actively review the effectiveness and efficiency of training deliveries for continuous improvement  
• Identify potential learning gaps and/or needs of employees  
• Find new ways to produce content that scales and resonates with Visa audiences globally  

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. 

• 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.

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.

• Daily reconciliation of all Network Partner and house bank account statements and VPL’s Admin systems and to ensure the integrity and accuracy of the upload – All items to be cleared same day

• Reconciliation of transactions in Seg Liquidity/EP Central 250+ accounts – Ensuring no items age without clear resolution plan

•  Ensure all reconciliations have been consolidated each day into Summary document.

• Log all non-reconciling items to ensure they are communicated via Email/Saleforce to the relevant department for investigation or correction whilst remaining responsible for effective resolution.

• Ensure all unapplied debits are applied daily and ones that cannot are investigated and escalated.

• Overdue debit reporting actioned daily to support Payment Operation with potential delayed payments.

• Support the evolution of tools and processes to ensure that an integrated service is provided.

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 candidate will manage a myriad of organizational change initiatives for Visa. The candidate will focus on the people side of change, including changes to business processes, systems, tools, and technology. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage of new tools and business processes and minimize resistance to changes. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact Visa’s employees. The candidate will support project teams in integrating change management activities into their project plans and apply a structured methodology while leading change management activities. Responsibilities also include:

• Design, develop, execute and manage organizational change management strategies and plan

• Design, develop, deliver, and manage communications strategies, plans and deliverables to communicate about changes to tools and processes across the CIT organization and Visa

• Evaluate and ensure user readiness

• Conduct impact analysis and change management assessment, including change readiness

• Provide input, document requirements and support the design and delivery of end user training

• Define and measure success metrics and monitor change progress

• Identify, analyze and prepare risk mitigation tactics

• Identify and manage anticipated resistance

• Identify and manage relationships with key stakeholders

• Identify and manage relationships with executive sponsors

• Consult and coach project teams

• Support and engage senior leaders

• Coordinate efforts with other subject matter experts

• Integrate change management activities into project plans

• Track and report issues and action items

• Work with virtual teams located in different time zones and with differing cultures

• Represent the EES team and be a strong, vocal customer/user advocate

• Be a change agent

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.

The Team

Global Client Resolution (GCR) works with issuers, acquirers, processors, merchants, fintechs, and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information, and operations. This includes day-to-day operations and product support, internal client support, and customer performance reporting using Visa tools.

The Role

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations. 

Responsibilities

• This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.

• Manage activities, requests, and inquiries for support and information thru various case management tools which includes but is not limited to emails, chat, calls, etc.

• Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Visa Account Executives, and other internal organization as needed.

• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)

• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.

• Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.

• Build and enhance positive working relationships with internal and external stakeholders.

Tools Used

• Outlook365 and Shared Mailbox
• MS Office (SharePoint, MS Teams, Excel, Word, Powerpoint)
• Microsoft Dynamics/OneCRM
• Genesys/IWS
• Visa Online and other internal tools 

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 Team

Global Client Resolution works with issuers, acquirers, processors, merchants, fintechs and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information and operations. This includes day-to-day operations and product support, back-office support and customer performance reporting using Visa tools.

The Role

This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical chat and call specialist for the Global Client Resolution Team and will be working independently with guidance provided in complex and unconventional situations.

Responsibilities

This role administers the chat and call facility to handle client inquiry related to their day-to-day operation related to Visa.

• Chat and call specialist to handle all client inquiries related to their day-to-day operation concerning Visa.

• Manage activities and requests for support and information in Microsoft Dynamics.

• Provide chat and call support with adherence to best practice and support to business KPIs.

• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.

• Build and enhance positive working relationships with internal and external stakeholders.

Tools Used

• IWS – Genesys

• MS Office (SharePoint, MS Teams, Office)

• Microsoft Dynamics

• Sharepoint

• Visa Online and other internal tools

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 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.

The Quality Specialist, Risk and Control is an individual contributor role responsible for performing activities related to internal control testing witin the First Line of Defense across mutiple services, service tiers and languages following documented guidelines and procedures for Client Care groups. This includes evaluation of the adequacy, effectiveness and efficiency of internal controls and documentation of test results.

This includes collaboration and communication within the department for process improvement and internal control testing reviews,  engaging with managers and cross-functional support teams, and meeting performance targets which include accuracy and 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.

The Team

Global Client Resolution works with issuers, acquirers, processors, merchants, fintechs and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information and operations. This includes day-to-day operations and product support, back-office support and customer performance reporting using Visa tools.

The Role

This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical chat and call specialist for the Global Client Resolution Team and will be working independently with guidance provided in complex and unconventional situations.

Responsibilities

This role administers the chat and call facility to handle client inquiry related to their day to day operation related to Visa.

• Chat and call specialist to handle all client inquiries related to their day to day operation concerning Visa.

• Manage activities and requests for support and information in Microsoft Dynamics.

• Provide chat and call support with adherence to best practice and support to business KPIs.

• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.

• Build and enhance positive working relationships with internal and external stakeholders.

Tools Used

• IWS – Genesys

• MS Office (SharePoint, MS Teams, Office)

• Microsoft Dynamics

• Sharepoint

• Visa Online and other internal tools

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.