In this role, you are expected to:
- Provide dedicated implementation and configuration support to assigned Visa clients within a market and/or support to assigned countries/markets.
- Manage multiple types of configuration requests in support of client and Visa initiatives. Such as the addition of new system parameters to rollout a new service. This involves the coordination and prioritization of resources and tasks based on committed deliverable dates.
- Meet all milestones and deliverables in a timely manner.
- Coordinate directly with clients to understand program set up requirements and manage steps required to support all new card program installations, processor conversions and updates to existing programs without customer impact. This includes the setup of new products and services.
- Provide initial consultation and guidance on clients requests and needs, which also includes discussion of processing implications and completing questionnaires.
- Review, research, and analyze each client configuration request (i.e. Client Information Questionnaire) in detail to ensure completeness and accuracy. This includes highlighting discrepancies, inconsistences and incomplete information.
- Ability to translate technical information to business language in order for clients to gain a better understanding of the changes.
- Participate and/or Lead conference calls associated with client configurations – this may include internal and/or external clients.
- Ensure execution of all deliverables including ownership of implementation and packet management.
- Prepare accurate estimation and processing of billable tasks.
- Attends project kick off meetings with client and Visa project team.
- Prepare and maintain configuration checklists/profiles associated to assigned clients and/or markets.
- Provide problem resolution support for production and testing configuration changes.
- Report client incidents and manage to resolution.
- Provide support for escalated inquires related to client configuration changes (i.e. cardholder declines from a new card program set up or testing interruptions).
- Responsible for the review and approval of other team members implementation work packets. These work packets represent the Visa system table changes involved within a client's request and requires a review in multiple Visa applications.
- Provide responsive, accurate, and timely communications to internal and external stakeholders.
- Negotiate amongst various Visa teams and coordinate resources to ensure delivery on commitments.
- Facilitate any emergency requests and coordinate internal resources (i.e. real time changes with network operations).
- Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e. Account Management, Project Management, & Testing).
- Represent customer system and operational requirements to internal Visa organizations.
- Provide training (and share knowledge) to internal and/or cross-functional teams and external clients, as applicable.
- Contribute to department processes and procedures.
- Provide support to Visa Secure changes in the region
- Implement Visa Token enrollments requested by CEMEA clients
- Support CEMEA clients close to regional operating hours (12pm-9pm)
Basic Qualifications
- The Implementation Analyst (individual contributor) develops configuration expertise in the overall set up of client programs from a business, client and technical perspective within Visa. Clients include financial institutions, third party processors and non-traditional Fintech clients. This role is responsible for providing functional and technical consultative support to internal and external stakeholders for low to mid complexity programs, projects and other implementation activities for clients.
- We are looking for an individual who is analytical and has a curiosity about payments, is results-driven and client-focused. As a candidate, you should
have:
- Bachelor's Degree in Business, Finance, Computer Science, Information Technology or equivalent qualification
- A minimum of 5+ years equivalent experience in a customer support role in software, financial or information services
- Experience using standard MS Office tools (e.g. Outlook, Teams, Excel, PowerPoint, Word, etc.)
- Excellent time management, organisation, and planning skills are essential
- Excellent verbal, written, presentation and interpersonal skills are required
- Demonstrate ability to articulate technical terms or processes into business language
- Able to set priorities, influence others, and manage customer expectations
- Self-starter with a demonstrated ability to achieve results as part of an
- effective team, and ability to prioritise effectively and multi-task under deadlines
- Working knowledge of client business drivers as it relates to their operations and processing services
- Able to remain calm and professional in high stress situations
- Ability to follow processes, procedures and adjust to a continuously changing environment
- Ability to speak/write English fluently
- Occasional travel to other Visa offices and/or onsite client visits (0% to 5%)
Preferred Qualifications
- 2 to 4 years of direct Visa experience is preferred
- Working knowledge and functional experience in bankcard operations, preferably Visa, supporting complex clients and/or services
- Working knowledge of payments network and transaction processing message routing, stand-in processing, clearing and settlement
Projects you will be a part of:
- As part of the team, you will get opportunity to work on projects to support the deployment of new issuer and acquirer programmes for clients in Visa's global network. Additionally, you will support updates to existing configurations requested by our clients to optimize their processing.
