Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

• Manages strategic business relationships with clients and partners to accelerate speed to revenue for products and services across CEMEA.
• Collaborate with Product to review and drive adoption of new payment flow solutions and translate the Visa technical requirements for our clients. 
• Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams.
• Proactively resolve, own and manage stakeholder communication on all business & technical problems on all payment flow products and services.
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams 
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
• Promote and deliver consultancy and bespoke training to clients
• Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working 
• Lead client discussions, representing products and services from both a technical and business perspective.
• Manage technical communications with client’s technical team, project team, customer services team and senior executives
• Identify, troubleshoot, and resolve queries relating to the Application Programming interfaces (APIs), XML files, SOAP REST and JSON messages.
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
• Maintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology).
• Train and coach team members on products and services essential for day-to-day operations to ensure customer expectations are exceeded
• Manage high priority incidents by taking full ownership, engaging with senior management for escalations and the ability to provide an Executive Summary to senior management.
• Designing and implementing tools, processes and procedures (e.g. macros, database queries, reporting) to improve the team’s productivity and efficiency in handling client queries.
• Minimal travel may be required

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

• Ideally educated to degree level, or equivalent in Computing or business-related subjects would be an advantage
• Ideally a minimum of 3 years’ experience of processing/ecommerce systems and services, and their practical application
• Minimum of 3 years’ experience in a customer support /Account Management role in financial services, software or information services
• Experience with API integration, JSON feed, error/exception handling
• Functional Project Management experience
• Demonstrated success in customer relationship management
• Able to convey technical and business issues and to solutions to various internal and external audiences effectively to support organizational plans.
• Understanding of key business metrics and how to use data to inform business decisions
• languages preferred but not required
• Proven ability to manage complex technical systems across a number of products, platforms and services
• Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
• Familiar with Payment Industry Standards and their application
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
• Enjoys learning about complex concepts and finding effective ways to communicate them in a clear, concise manner.
• Willingness to travel
• Comfortable using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)

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.