Total 169 job vacancies by Visa

Position Description:

The Client Care Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Commercial Solutions and Visa Direct products. As a Client Care Associate, you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services.

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.

Specific Responsibilities will include:

* Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

* Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

* Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

* Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

* Partner across teams and departments for process improvement initiatives

* Assist/train clients to address questions that may come up regarding the funds movement

* Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

* Perform all related duties and special projects as assigned

* Participate in all required training sessions for compliance (OFAC, AML, etc.)

* Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

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 an Analyst in Loyalty Technical Solutions does at Visa:

As an Analyst, you will be a member of a team of highly motivated experts who specialize in Visa’s loyalty systems and solutions. You will leverage our capability to deliver strategic and innovative solutions for new campaign offerings and provide superior post-launch account management activities for our AP clients.

In this role, you are expected to:

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

Why this is important to Visa:

As an Analyst, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.

This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients, and delivering and optimizing services that will help grow their business.

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:

As a member of the EUS Workstation Vulnerability Remediation team, the Sr. Operation Analyst will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day-to-day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment. This role will extensively support the U.S during business hours. This is a critical role that will work with cross functional teams on improving process, finding automation opportunities, working on exceptions with cybersecurity and other project-based requirements, in addition to the operational body of work.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM

• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.

• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.

• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.

• Improve processes and support methodologies by assessing need and requirements.

• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.

•  Act as the point person for Exception Management/requests

• Willing to cover and support U.S. business timings extensively

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.

As a member of the EUS Workstation Vulnerability Remediation team, Sr. Systems Engineer will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day to day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM
• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.
• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.
• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.
• Improve processes and support methodologies by assessing need and requirements.
• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.
•  Act as the point person for Exception Management/requests
• Willing to cover and support U.S. business timings extensively

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. 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.

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What a Consultant, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are exceeded 
• Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 
• Confidently manage client in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Orientation towards quality enhancement and process improvement
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in the creation of a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments 
• Assume appropriate decision-making authorities to ensure flawless execution of project objectives 
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:    

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. 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.

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 
• Confidently manage client projects in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:    

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. 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.

The Infrastructure Implementation Services team is responsible for delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What a Consultant, Implementation Services does at Visa:

The Infrastructure Implementation Services team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are exceeded 
• Coordinate directly with clients to analyze endpoint / card program setup requirements to implement Visa products and services, facilitate endpoint connectivity / card program installations, conversions and maintenance requests to support the business and formulate implementation solutions 
• Confidently manage client in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Orientation towards quality enhancement and process improvement
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in the creation of a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments 
• Assume appropriate decision-making authorities to ensure flawless execution of project objectives 
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:     
 

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. 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.

The Infrastructure Implementation Services team is responsible for delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Implementation Services does at Visa:

The Infrastructure Implementation Services team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze endpoint / card program setup requirements to implement Visa products and services, facilitate endpoint connectivity / card program installations, conversions and maintenance requests to support the business and formulate implementation solutions 
• Confidently manage client projects in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:     
 

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. 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.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and 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. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

• Coordinate internal resources to accomplish client’s and Visa’s objectives

• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

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

• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

• Educate and train clients on best practices for CMS product suite

• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

• Negotiate and manage expectations of clients and internal stake holders

• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

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're looking for a proactive and strategic Channel Strategy Analyst to join our Visa Client Care Operations team. You'll develop and optimize channel strategies, ensuring they align with our clients' needs.

Key Responsibilities:

• Technical Skills:
  • Use data analysis tools like Excel, SQL, Python, R, or similar software.
  • Collect, clean, and manage large datasets to support business goals.
  • Apply statistical methods and create data visualizations to interpret trends.
• Analytical Thinking:
  • Spot patterns and trends in data to provide actionable insights.
  • Use critical thinking and problem-solving to draw meaningful conclusions.
  • Turn complex data into clear, actionable recommendations.
• Communication Skills:
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
• Business Acumen:
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
• Collaboration:
  • Work effectively within a team to gather requirements, analyze data, and deliver results.
  • Collaborate with different departments to understand business needs and provide insights.
• Benefits Reporting:
  • Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
  • Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
  • Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.

Additional Expectations:

• Industry Knowledge: Experience or expertise in the finance industry is a plus.
• Project Management: Manage the analysis process from data collection to report delivery.
• Attention to Detail: Ensure accuracy and consistency in data analysis.
• Adaptability: Stay current with evolving data analysis techniques and technologies.

Hybrid Position:
This is a hybrid position. You'll alternate between remote and office work, typically working from the office two days a week (usually Tuesdays and Wednesdays), aiming for 50% office time based on business needs.

We're looking for a Channel Strategy Consultant to join our Client Care Operations team. You'll develop and implement channel strategies tailored to our business needs, build strong business relationships, and lead projects to boost operational efficiency and client satisfaction.

Key Responsibilities:

• Channel Strategy:
  • Build and maintain strong relationships with Visa client care organizations.
  • Act as a trusted advisor, providing insights and recommendations to optimize channel strategies.
  • Design and implement effective channel strategies for client care organizations.
  • Analyze processes and suggest improvements to enhance client satisfaction and efficiency.
  • Monitor the performance of strategies to ensure they meet business/client expectations.
  • Adjust strategies based on performance metrics and feedback.
• Project Management:
  • Lead multiple projects simultaneously, ensuring timely delivery aligned with business goals.
  • Coordinate with internal teams and stakeholders for seamless project execution.
  • Chair and participate in meetings for new business requests related to channel opportunities.
  • Validate deployments to ensure releases meet business criteria.
  • Manage pre/post-project testing and coordinate agent-level testing with the contact center.
  • Conduct retrospective reviews for projects and implementations as needed.
• Collaboration:
  • Work closely with cross-functional teams, including marketing, sales, and tech.
  • Communicate effectively with all levels of business/client and internal stakeholders.
  • Partner with Contact Center leaders and teams to identify risks and escalate issues with mitigation plans.
  • Provide thought leadership to managers, supervisors, stakeholders, and developers.
• Strategy:
  • Consider broad strategic issues and articulate their impacts.
  • Improve corporate knowledge and best practices by creating/enhancing documentation and processes.

This is a hybrid role, alternating between remote and office work. You'll be expected to work from the office two days a week, usually Tuesdays and Wednesdays, aiming for 50% office time based on business needs.

The Payment Operations Command Centre (POCC) team provides global 24x5 operational event and alert management for Visa Payments Limited. The POCC manages events relating to transaction acquisition, transaction processing and network partner processing. The focus is on fast response times and initial triage to mitigate service impacting events as soon as possible.

As a member of the POCC, the Operation Analyst is a subject matter expert within Payment and Service Operations, providing a high level of support to internal teams. They will monitor all aspects of the Visa Payments Limited service providing technical support to assist with the mitigation or elimination of issues which may be impacting the payment ecosystem.

• Monitor all critical events relating to transaction acquisition, transaction processing and network partner processing and resolve or manage the prompt resolution of all incidents.
• Proactively monitor, analyse, and resolve events utilizing a variety of application tools and techniques.
• Take ownership of events and drive them to resolution in a timely manner as dictated by the impact and severity.
• Provide 24 x 7 on-call support as part of a Rota.
• Provide support for mission critical applications and execute procedures to resolve incidents, ensuring that the incident management process is followed, and all communication requirements are met.
• Follow documented support procedures, managing each event through to resolution or escalation to maintain established service levels.
• Correlate critical alerts on monitoring platform with actual system outages.
• Manipulate basic SQL queries and shell scripts to provide impact analysis. Work with the team to improve existing queries and scripts.
• Demonstrate an ability to investigate incidents and provide root because analysis based on application behaviour and log data.
• Interact with second level teams to ensure incidents are closed out and impact is clearly communicated per the process in place.
• Track update and resolve all assigned events in the event management system, ensuring that documentation is thorough, accurate and of a high quality.
• Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
• Identify gaps or improvement opportunities in the end-to-end monitoring of the service and develop/implement plans to remediate.
• Continually assess and refine monitoring thresholds and prioritisation to deliver a more effective monitoring capability.
• Propose and participate in the implementation of process/procedure improvements to better the department and services provided.
• Work with Problem Management to identify and fix the root causes of events.
• Conduct trend analysis to identify focus areas for continual service improvement.
• Maintain technical skills through participation in ongoing training.

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

• 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.

What we expect of you, day to day.

• Coordinate the recovery of incidents by assembling a recovery team and/or collaborating with relevant SMEs and technical resources

• Personal adherence and adoption evangelism of the Incident Management Process

• Assist with process development/refinement initiatives, socialize and train colleagues (on the process) and fulfil any related internal audit obligations

• Be the co-custodian of all incident related data. Ensure data is accurately recorded to aid in the recovery efforts and for the purposes of historical analysis/MI

• Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios

• Respond to reported incidents from various channels (voice, email, ITSM/alerting toolsets)

• Ensuring the impact of a given incident is fully understood as swiftly as possible and that cases are prioritized/categorized correctly and assigned to the appropriate group(s) for resolution

• Manage all (P1-P4) incidents throughout their Lifecyle and ensue they are progressed/recovered in line with any applicable SLA/OLA

• Create internal / external Incident Reports for all P1 Major Incidents

• Issue internal / external Incident communications

• Ensure Incidents are escalated into the Crisis Management function/team inline with the documented process

• Work with VOCC & POCC teams to enhance our monitoring capabilities and our triage processes with the aim of eliminating or mitigating the impact of future incident

• Assist with creating and distributing an Incident Management Performance Dashboard/Report (volume, cause, method of identification, recovery time, impact, etc.)

• Work within and contribute to the CSI (Continuous Service Improvement) framework to improve the service and/or client experience and streamline the delivery of support services

• Work closely with the problem management function to ensure our Problem resolution efforts are prioritized appropriately

• Deliver on other Incident Management related tasks and actions as stipulated by the Senior Incident Manager and the Head of Service Management

• Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments

• To join the 24/7 on call Major incident team on a rota basis (on completion of probation and relevant training)

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 requests for support and information, and operational issues for Visa’s Global Dispute clients in a 24x7 support model.
• Process client inquiries using case management tool, email, live chat and/or voice support service.
• Efficiently work several case types such as but not limited to New, Pending, Follow-ups & Email activities for both fraud and non-fraud case types for all line of business services.
• 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.
• Identify key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning through training sessions and mentoring to new hires and peers.
• Participate in periodic 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.

This is an Individual Contributor role, primarily to derive analytic insights into client and team performance, prepare regular reporting, and deliver process and tool improvements. This role will formulate and source the necessary datasets from internal tools and platforms to render insights in compelling presentations and visualizations. This role is also responsible for setting and executing regular reporting, solving complex problems, and taking a broad perspective to identify innovative solutions.

The role will be responsible for:

• Master internal tools, systems and processes and formalize new and revised data requirements for various types of analyses
• Collect, manipulate, and analyze data to identify growth opportunities, potential issues in existing business, or insights that impact business decisions
• Gain an understanding of root problems and manage and implement data quality solutions to enhance operational efficiency
• Collaborate with stakeholders to gather key requirements and decide on prioritization of feature change requests for the creation of dashboards, management reports, and enterprise systems
• Responsible for regular reporting for Leadership and broader RCS team
• Communicate progress and accomplishment of project milestones and always ensure alignment between stakeholders
• Proactively facilitate and investigate and resolve data anomalies and data quality issues

• Develop presentations of complex data and content for Leadership, internal stakeholders and broader RCS team in an accurate, understandable, and engaging manner
• Perform program and project management for effective delivery of projects and insights

• Responsibility and accountability for the execution of the RCS team procedures, as developed and updated over time as the function progresses
• Must manage independently to liaise with business functions as required based on Visa strategy and key business drivers to ensure revenue is maximized

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

The North America Digital Implementations team provides content services and implementations support to the overall NA Implementations group for products and services such as DPS Mobile, Visa Campaign Solutions (VCS), Visa In-app Provisioning for SDK & API, and other digital initiatives and offerings.

What the Implementation Consultant for Digital Implementations will do

The Implementation Consultant is responsible for solving moderate to complex problems and taking a broad perspective to identify solutions for new and existing Visa digital initiatives. This role requires strong communication, organizational, analytical and execution skills as well as working independently with guidance only in the most complex situations.

Key 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 (HTML coding, image assets, etc.) and non-Content Services projects for 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.

Projects you will be a part of:

The Implementation Consultant will work on projects such as SDK Enablement and BIN Adds, VCS Campaign Operations, VCS Content Services, Transaction Alerts configuration and other digital implementations projects. You will get the opportunity to partner with the Global Implementation teams in understanding the project requirements and work with other internal partners to implement them successfully. You will also have to work closely with Product, Client Readiness and Tech teams as we continue to expand our businesses and resolve issues.

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

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 Defence (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 Manager 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 organisation

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’s it all about?
We are looking for a Compliance individual who is passionate about taking on a new challenge within the payments, financial services and FX industry.
As a Compliance Analyst you will form a critical part of our day-to-day Transaction Monitoring controls.

You’ll use our systems to ensure that Compliance risks are adequately identified, assessed, monitored, controlled and reported as required. 
This role is on a 24/7 shift-based rota and will require the candidate to commit to rotating shift patterns.

What we expect of you, day to day:

• Responsible for day-to-day transaction monitoring of real-time transactions, identifying any potentially fraudulent or suspicious activity
• Analyse payment and compliance data from multiple sources to identify trends and patterns
• Proactively escalate urgent cases to the MLRO/DMLRO for further review
• Conduct screening on PEPs and sanctioned entities and investigate potential hits
• Support data protection compliance.
• Work across teams and departments to proactively identify and resolve operational compliance queries.
• Complete Compliance administration (such as keeping client records up to date) as required
• Review effectiveness of current monitoring rules and settings - and provide feedback on ways to we can optimise them
• Continuously review current processes and systems - and suggest improvements
• Keep up to date with current and future regulatory changes that affect the business - and use this knowledge to proactively suggest improvements to Compliance policies and procedures
• Have a working knowledge of Anti-Money Laundering (AML) & Counter-Terrorist Financing (CTF), Economic or Financial Sanctions and payment services, including the E-Money Directive

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 Support Analyst will be a primary point of contact who ensures that requests are expedited quickly and updated accurately in the Visa HRIS Workday. Our Support Analysts work closely with internal Centers of Excellence, managers, employees, and vendors to resolve & understand the nature of request, identify opportunities for process improvement and addressing a wide variety of system questions. The Analyst will also work closely with our operational teams both in the Manila and other regions to ensure the successful execution of our back-office data management goals.  We are focused on building a culture of continuous improvement while guaranteeing an efficient and consistent employee experience. The primary focus of our Support Analyst is to ensure data accuracy and integrity within the enterprise HRIS.

Key areas of responsibility

• Will handle a team who provides operational support to the region/market that’s supported by this People Shared Services team
• Primarily support the triaging, assignment, and completion of queries in the case management tool ServiceNow, ensuring employee and organizational data housed in the global HRIS Workday is updated in a timely and accurate fashion
• Will work closely with the team to maintain the accuracy and relevance of team and employee knowledge bases
• Coordinate closely with internal stakeholders to understand and resolve complex data errors and inconsistencies that negatively impact data integrity and reporting. 
• Responsible for making mass data updates within the HRIS Workday by utilizing EIB Enterprise Interface Builder loads
• Make recommendations for process improvements, assisting in the design and documentation of system requirements
• Supporting the creation of reports and dashboards in the case management tool, PowerPoint and excel to assist in identify important metrics and trends
• Perform system Workday user-acceptance testing
• Will assist in training new team members, acting as a mentor in operational procedures and task
• Handle local Onboarding tasks like arranging NEO (New Employee Orientation), triggering emails for obtaining various documents prior to employee joining, and any other related tasks.
• Administration of local Benefits:
  • Administer the locally-mandated Benefits like SSS, PhilHealth etc
  • Administer Visa Benefits eg. Gym subsidy, Education Assistance program etc

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and 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. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

•               Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

•               Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

•               Coordinate internal resources to accomplish client’s and Visa’s objectives

•               Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

•               Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

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

•               Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

•               Educate and train clients on best practices for CMS product suite

•               Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

•               Negotiate and manage expectations of clients and internal stake holders

•               Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

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 an Implementation Specialist does at Visa:

The Implementation Specialist (IS) is responsible for providing excellent technical project support. Project support is defined by a Statement of Work (SOW), which would be pre-agreed between Cybersource CS Management and the Customer. 

In this role, you are expected to:

• Provide Implementation project support to Cybersource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings

• Liaise with clients, representing Cybersource’s products and services from both a technical and software integration perspective

• Manage technical project communications with client’s technical team, project team, customer services team and senior executives

• Proactively resolve business & technical problems encountered during projects

• Work collaboratively with the designated project team to ensure excellent customer service is offered consistently

• Work with Sales team to identify new strategic opportunities within existing relationships, either due to white space or new product/service offerings

• Act as the Cybersource lead in customer projects, effectively and efficiently deliver SOW agreed outcomes

• Work with clients to achieve an understanding of their core business and vertical and where Cybersource can add value

• Project-manage customer engagements involving internal development teams or third party developers

• Maintain expert knowledge of Cybersource products and services through training and self-study

• Create and own project documentation including SOW and Solution Designs

• Feed implementation and product knowledge and requirements to internal teams

• Manage critical path escalations with a focus on the relationship management and merchant expectations

Why this is important to Visa

The Implementation Specialists are experts in our connection methods, our Products and Services, and our on-boarding processes. They are experienced project managers and are comfortable managing technical and business relationships. The role would facilitate short-term client engagements to generate Visa revenue while assisting Cybersource clients in their project delivery. The IS will work with internal and external project teams, technical and business contacts to achieve the project goals and will provide expert implementation support, payments consulting, and project management, understanding all points along the Service Lifecycle.

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.

Position Description

The Client Care Support Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Direct Products. As a Client Care Support Associate you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services.

Specific Responsibilities will include

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

• Partner across teams and departments for process improvement initiatives

• Assist/train clients to address questions that may come up regarding the funds movement

• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

• Perform all related duties and special projects as assigned

• Participate in all required training sessions for compliance (OFAC, AML, etc.)

• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

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

The North America Digital Implementations team provides content services and implementations support to the overall NA Implementations group for products and services such as DPS Mobile, Visa Campaign Solutions, Visa In-app Provisioning for SDK & API, and other digital initiatives and offerings.

Key Responsibilities

• Lead the strategy and operations for the Content Services and Implementations Support processes of NA Digital Implementations.
• Cultivate relationship with other Visa teams such as Product, Technology and Client Readiness and work effectively with them to bring a holistic solution to our clients’ needs.
• Develop and implement business strategies and plans for the team in alignment to the project objectives and business goals.
• Partner closely with the team members to develop and enhance business processes.
• Manage/balance team schedule and capacity to support Implementations.
• Lead, coach, and develop each team member and provide them with guidance and feedback.
• Collaborate and coordinate with other implementers and key stakeholders to ensure alignment and integration of all related project activities.
• Prepare and maintain project tracking and team status reports.
• Assume appropriate decision-making authorities to ensure flawless execution of project and team objectives.
• Serve as the overflow for VCS campaign build/Ops projects.
• Provide flexibility for management coverage of a team that works on different time zones.
• Embody the Visa Leadership Principles.

Essential Skills

• People Management
• Project Management
• Technical Aptitude
• Strong Analytical skills
• Strategic thinking
• Strong decision-making skills
• Excellent communication skills
• Conflict Management

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.

• Conducting research on industry trends, target audience, and competitors
• Brainstorming ideas for content and campaigns with the marketing team to create Marketing content calendars
• Writing and editing copy for a variety of mediums, such as social media posts, blog articles, product descriptions, website, and email marketing
• Manages photography projects
• Collaborating with graphic designer and other team members to ensure that the content aligns with the brand's voice and aesthetic
• Keep up with current trends, news, and events relevant to the industry
• Collaborate with cross-functional teams, such as sales & admin, to understand project objectives and deliver video content that aligns with brand guidelines and strategies