Posted in Other 30+ days ago.
Type: Full Time
Company Description
About Visa:
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the Common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.
We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa s sponsorships, including the Olympics and FIFA World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an Uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
Position Summary
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business. This role provides tactical support to financial institutions and partners for Visa B2B Connect product. Candidate is responsible to be a subject matter expert and consultant to financial institution clients, ensuring clients objectives are achieved. Job Description
Position Summary
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business. This role provides tactical support to financial institutions and partners for Visa B2B Connect product. Candidate is responsible to be a subject matter expert and consultant to financial institution clients, ensuring clients objectives are achieved.
Job Scope
B2B Connect is Visa s high-value, cross-border payments solution which is designed to give financial institutions a simple, fast and secure way to process cross-border business-to-business payments globally. This role has responsibility for end-to-end client delivery and operations. This role requires knowledge of bank international payment operations, international wire payments and interbank correspondent bank operations. The role calls collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology. The candidate should understand industry best practices and have client-facing technical consulting experience, and demonstrate breadth of knowledge in transaction banking and treasury management solutions. Requires client-focused mindset.
Responsibilities
* The Sr. Account Manager serves as primary contact and initial escalation point (available 24x7) for clients for all day-to-day support of all B2B Connect product, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.
* Provides high value customer service support on day-to-day items to financial institutions and internal staff to ensure customer expectations are exceeded; advocate on behalf of the clients
* Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
* Considered the functional expert for their client's operational treasury business.
* Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact clients
* Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
* Act as liaison for the clients; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
* Represent client perspective within Visa organization to ensure enhancements are prioritized
* Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system/platform performance standards are met and that the client perspective is represented within the organization.
* Provide proactive planning and 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 performance
* Stay current with industry and client trends and maintain a strong knowledge of the B2B Connect product and service.
* Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
* Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
* Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
* Support business enhancements and mandates.
* Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation meeting required deadlines
* Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
* Report customer project accomplishments and deliverables to senior management
* Educate and train clients on best practices for all supported services
* Perform ongoing proactive operational reviews
* Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client s operational support closer to a strategic level.
* Bridge the knowledge gap between the business personnel at the bank and their technology counterparts
* Need for SME who can develop closer relationships with Product & Sales teams.
* Coach all new staff and recognize training opportunities for all staff
* Provide leadership and communication; responsible for escalating to department management when issues arise that might jeopardize problem resolution
* Available to travel 10-20% of the time or as needed to support business, based on assigned clients.
Qualifications
Basic Qualifications:
* 4 years of work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degre
* Experience in bank international payment operations with in-depth knowledge of international wire payment operations, cash management operations and interbank correspondent bank operations
Preferred Qualifications:
* 7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD.
Visa is an Equal Opportunity Employer
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