Senior Consultant - Visa Direct Service Experience

Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Visa Direct is a payment service that Visa provides to clients (sending and receiving financial institutions, processors, merchants and service providers) to facilitate fund transfers/disbursements to accounts around the world using push payment technology. Visa Direct consumer and business applications include person-to-person (P2P) transfer, person to micro-business transfer (e.g. payouts to shared economy providers), funds disbursement (e.g. insurance claim disbursements), and more. The push payments market is estimated to be more than 80 Trillion dollars of payment volume globally.

Visa Direct Client Services sits within our New Payment Flows organization. With our deep knowledge and expertise, we bring the voice of the customer into the design, development, deployment, and successful operation of Visa products and services, while enabling our client facing teams to deliver and scale Visa Direct across the globe. We are seeking an experienced leader to help deliver our strategy and ensure Visa Direct product success.

As part of the Service Experience team, the Sr. Consultant will be responsible for helping a tailored service experience to maximize value to clients. Through close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders, the Sr. Consultant will look at the end-to-end client journey to ensure meaningful and positive client experiences. This person will also partner with data and client-facing teams to segment clients and implement scalable strategies that enable unique and innovative solutions. It is critical that this person cultivate a customer-first and experience-centric mindset across Client Services and the Visa Direct Service Model.

This is an exciting individual contributor role for a candidate skilled at critical thinking and solving complex problems, who excels at driving projects forward, gaining consensus, and has a passion for working with internal stakeholders on initiatives that provide clients with an excellent service experience.

KEY RESPONSIBILITIES:

• Deliver across the various stages of the Visa Direct Service Model from Pre-Launch through Ongoing Support
• Proactively identify and execute opportunities to improve the Service Model and supporting Operating Models, and to objectively measure the effects of these efforts over time
• Be comfortable refining the Service Model to make processes repeatable and scalable by collaborating with other teams across CS, such as Implementations, Client Configuration, and Global Client Testing
• Drive both Client Solutioning and Client Implementation for Beta Implementations & New Builds by directing cross-functional teams to successfully implement strategic clients and partners with Visa Direct in the largest Visa Direct market this includes being able to develop, own, and drive project management, onboarding, and integration support for client implementations aimed at adding new Visa Direct client, products, and services
• Own and drive follow ups related to client awareness of platform releases, key Visa Direct services, products, regulatory mandates, and pricing to ensure client enablement and readiness
• Collaborate with colleagues in Visa Direct Client Services and the wider Client Services organization to identify opportunities to improve both intra and inter-regional processes and procedures
• As the region with the most Visa Direct transaction volume, provide consulting and support for global and other regional Client Services teams as markets mature to support and share best practices across regions also, manage successful transitions to the local US and Canada implementation teams
• Maintain a communication plan and associated repository of artifacts, such as FAQs and talking points

This position is open to the following locations: Ashburn VA, Miami FL, Austin TX, Atlanta GA, Bay Area CA, Denver CO.

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.

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Experience with cross-functional, globally dispersed teams through strategic, high-impact, complex business issues where there is no blueprint available
• Strong collaborator with the ability to deliver complex projects and initiatives
• Proven track record of handling numerous projects concurrently, with strong time management, organization, communication, and planning skills
• Track record of building and maintaining strong business relationships with internal and external stakeholders at senior levels
• Excellent problem-solving skills with a strong focus on clients/customers Technical acumen to capture, communicate and drive issues/blockers/risks to resolution
• Self-starter with high EQ & interpersonal skills, including ability to establish productive working relationships and influence internal employees and client executives in a dynamic and fast paced environment
• Ability to work independently, with limited supervision
• Excellent communication skills, including verbal, written, and presentation
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.) and aptitude to learn Visa API and transaction research tools
• Knowledge of web-based technologies, including APIs, and knowledge of VisaNet Payments processing a plus
• Knowledge of/experience in remittances, international payments, money movement, and payment networks is general a strong plus

COLORADO APPLICANTS ONLY: The estimated salary range for a new hire into this position in Colorado is 100,100 USD to 130,100 USD. Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for annual bonus and equity.
Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.