Senior Consultant, Client Success

4 tygodni temu

Warsaw, Polska Visa Pełny etat
Job Description

Client Services (CS) provides industry-leading 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. In addition to supporting client implementation of Visa products and services globally, CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
The Senior Consultant Client Success – Shared Service Hub is an individual contributor role responsible for the day-to-day operational needs for multiple clients within a newly established shared service support model.

This role serves as a technical/functional specialist and works with limited guidance and support on more complex situations.


Responsibilities

  • Provide high value service support on day-to-day items to Visa Clients (Issuers, Acquirers, Partners, Fintechs etc) to ensure customer expectations are exceeded, advocate on behalf of the clients

  • Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines

  • Support inquiries related to Visa products and services – that come via Client Resolution to the Shared Service Hub

  • Provide predefined/ templated operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing) – as defined as areas of focus and prioritization for the CSM Shared Services Hub by management and named accounts

  • Coordinate, communicate and govern all activities for client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Visa bi-annual Business Enhancements. Support the development of central assets to refine the daily activities of the CSMs to reduce operational debt– includes, analytics, dashboards, templates etc.

  • Support client implementation projects and liaise with other teams to ensure requirements are understood, alongside the direction of the client implementation consultants/ managers leveraging implementation guides and readiness checklists

  • Support the templating and preparation of regular operational reviews to be conducted with named clients from CSM Shared Service Hub.

  • Increase client’s adoption to Visa Self Service tools and ensure client’s compliance with Operational Resilience, based on prioritized and targeted clients

  • Provide information to clients of upcoming product/ service changes that require client planning based on webinar and enablement plans defined by management

  • Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution from CSM Shared Service Hub

  • Considered the operational liaison for client’s processing, operational business and escalation needs, coordinating internal stakeholders as needed

  • Build and enhance positive working relationships with clients (and internal stakeholders to accomplish Visa and client objectives

  • Stay current with industry trends and maintain a strong knowledge of Visa products and services

  • Review cases raised alongside client feedback to make recommendations within Visa for improvement

  • Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels

  • Develop and provide presentations to internal and external stakeholders as needed

  • Present regular customer and departmental reporting for tracking customer or service issues, as required and against agreed routines and cadences

  • Present client analysis to peers and leadership, upon request

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. ​


Qualifications

  • The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team
  • Significant experience in a client support role in financial services, payment card, software or information services
  • Excellent verbal, written, presentation and interpersonal skills are required
  • Good knowledge of Authorizations, Clearing & Settlement & back-office processing
  • Good working knowledge of payments network and processing service
  • Working knowledge of payments network and processing services.
  • Self-starter with proven abilities in organizational, conceptual, and logical problem solving
  • Client focus with proven ability to establish productive working relationships with staff and management at all levels
  • Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. Work both as part of a team and independently
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions
  • Proficiency providing technical and consultative support to external customers and identify business needs
  • Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
  • Fully computer literate in MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.)
  • Preferably experience working with CRM product/s
  • Good time management, holistic process-thinking and planning skills are essential. Related certifications are a plus, for example:
    - Project management certification
    - Lean Six Sigma
  • Ability to set priorities independently (as far as possible), and work collaborative to influence stakeholders and colleagues drive the outcomes expected from the role
  • Fluent in local language and English required. Additional other European languages are a plus.


Additional Information

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.

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