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

This is a client-facing, seasoned professional individual contributor role responsible for managing both routine and non-routine activities, with a focus on identifying and resolving high-complexity issues and delivering optimal results for clients.

Operates independently with minimal guidance, demonstrating strong initiative and accountability.

Acts as a trusted advisor to clients, providing consultative support throughout the implementation lifecycle, from needs assessment through to post-launch optimization.

Delivers project management, implementation, and configuration support for a wide range of complex projects, partnering with assigned Visa clients and/or specific markets.

Serves as a Subject Matter Expert (SME) in designated areas, products, and Visa services, providing expertise and leadership in both internal and client-facing settings.

Leads client engagements by understanding card program objectives, recommending best-fit solutions, documenting requirements, and facilitating seamless implementations with minimal customer impact.

Manages client consultations, offering strategic guidance and tailored recommendations to address specific business needs.

Identifies and presents opportunities to enhance client performance, foster adoption of Visa products/services, and educate clients on industry best practices.

Prepares and maintains comprehensive project documentation (project plans, status reports, meeting minutes, issues logs), ensuring clear communication and alignment with Visa standards and client expectations.

Coordinates technical resources, oversees certification testing, and negotiates with department and division leaders to secure necessary project resources.

Builds and maintains strong, collaborative relationships with both external clients and internal stakeholders.

Regularly reports project milestones, risks, and accomplishments to management and relevant stakeholders.

Proactively identifies opportunities for process improvement, recommending and implementing changes to enhance efficiency, effectiveness, and client satisfaction.

Supports change management efforts, partnering with clients to ensure successful adoption of new solutions and smooth transitions to Business As Usual (BAU) operations.

Provides guidance and mentorship to junior team members, sharing expertise and best practices.

Cultivates a robust cross-functional support network across Client Support Services, Product, Risk, and Business Development, driving superior client experience.

Leads process improvement projects within Client Support (CS) Implementations.

Stays current with Visa products, services, and industry trends, continuously enhancing skills and knowledge.

Demonstrates strong time management, prioritization, and multi-tasking abilities, consistently operating effectively under deadlines.

Supports operational and strategic decision-making processes as required.

Incumbents must make themselves available during core business hours.

This position does not require travel for training or team meetings.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications
-5 or more years of relevant work experience with a Bachelor's 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

Preferred Qualifications
-7+ years of relevant experience in Customer Support, Financial Services, Electronic Payments, or Project Management with Bachelor’s degree or 5+ years with a Master’s degree or advanced degree (e.g., MBA)
-Proven experience implementing complex projects in the electronic payments or financial services industry.
-Proficiency with standard MS Office tools, including MS Project, Excel, PowerPoint, Word, Visio, MS Teams, Dynamics, Power BI, and related applications.
-Professional project management certification is highly desirable (e.g., PMP, PMI-ACP, Prince2), or equivalent project management education.
-Fluency in English and Spanish (verbal and written) required. Proficiency in Portuguese is a plus.
-Exceptional time management, organizational, and planning skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
-Demonstrated ability to set priorities, manage customer expectations, and influence internal and external stakeholders.
-Outstanding verbal, written, and presentation skills, with the ability to communicate complex concepts to technical and non-technical audiences.
-Comfortable with public speaking and presenting to large groups, both in-person and virtually.
-Strong interpersonal skills, with a collaborative, team-oriented approach and a demonstrated ability to build positive working relationships.
-Proven ability to analyze, comprehend, and translate complex technical issues into actionable business solutions.
-In-depth knowledge of payment industry standards, products, and best practices.
-Experience with incident management and post-implementation support is required.
-Demonstrated ability to adapt to change, remain flexible, and learn new products and technologies quickly.
-Experience working in cross-functional, multicultural teams is 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.