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 \xe2\x80\x93 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 \xe2\x80\x93 helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.



Team Summary

Client Services provides industry-leading operational support to Visa\xe2\x80\x99s 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\xe2\x80\x99s clients, providing expertise to support and successfully grow their business.

We are trusted partners to Visa\xe2\x80\x99s clients, providing expertise to support and successfully grow their business.

What a Consultant, Technical Solutions does at Visa:

Commercial and Money Movement Solutions (CMS) provides industry-leading implementation and operational support to Visa\xe2\x80\x99s 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. The team provides implementation support to financial institutions and their corporate clients who utilize a suite of CMS products and capabilities to simplify critical processes that businesses perform daily.

Technical Solutions Consultants are the face of Visa\xe2\x80\x99s support organization to Visa\xe2\x80\x99s clients and represent these clients internally to business, product and technology teams. You will need to have a strong collaborative mindset, strong technical aptitude along with executive level written and oral communications skills. In addition to these skills, the Consultant will need to have strong analytical skills and is required to become technical knowledge expert to multi-functional business teams around them.

This role will handle difficult and complex product issues and be responsible for the resolution of issues that are escalated into the Technology organization. This position is an individual contributor role, which forms a part of a larger team.

You will be accountable for supporting clients in Asia Pacific for all CMS solutions and be the authoritative subject matter expert based in Singapore. This includes managing the operational side of the client relationship and identifying and enabling the right services and capabilities to drive growth and optimize the client relationship.

In this role, you are expected to:

Provide high value customer service support to clients, internally and externally, 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\xe2\x80\x99s and Visa\xe2\x80\x99s 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 the application, as well as scheduled periodic maintenance outages

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

Report customer project accomplishments and deliverables to internal stakeholders

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

Educate and train clients on best practices for CMS products

Represent difficult and mildly complex customer change requests, system or operational requirements. Negotiate and manage expectations internally and externally

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

On call support and possible weekend or holiday hours. May expect some calls on early morning hours

Why this is important to Visa:

The Consultant is vital in helping Visa to deliver against the operational needs of a key market, allowing us to provide the right support and partnership that recognizes client specific requirements. This role provides an excellent opportunity to grow Visa\xe2\x80\x99s business in Asia Pacific by driving value to our clients through effective, customer centric support.

Projects you will be a part of:

As part of the team, you will get opportunity to work on strategically important projects for Visa and our clients.

Working with the in-country team to expand the business in Asia Pacific

Working with regional and global client services counterparts deliver a seamless client experience

Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives

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

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

Bachelor\xe2\x80\x99s Degree in Information Technology or equivalent qualification

A minimum of 8 - 10 years of experience in an external facing role as technical support in the financial services, payment industry, software or information services

Experience working with API, file based batching processing

Previous experience with SAP BTP system is a plus

Previous technical support experience with Credit Card solutions like Central Travel Account, Virtual Cards or Expense Management solutions is strongly preferred

Able to effectively communicate at all levels, and be comfortable interacting with Senior Executives &/or other Senior level client and internal contacts

Demonstrated ability to articulate technical terms or processes into business language

Strong interpersonal skills. Proven abilities in negotiating with and influencing clients and peers at the working level

Demonstrate success in client relationship management

Effective time management, organization, and planning skills

Effective communication skills, both verbal and written

What will also help:

A preferred candidate would have a broad operational experience relating to credit card solutions (travel, virtual and expense management) and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client\xe2\x80\x99s needs. The ideal candidate would lead by example, taking accountability to organize across the company deliver at the highest standard

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.

Visa