This is a client facing and an individual contributor role responsible for managing configuration activities with mid to high complexity along with identifying and resolving issues of moderate complexity and taking a broad perspective to identify innovative solutions. This position is at a professional level and requires strong execution and analytical abilities.
This role works independently and receives minimal guidance, with guidance only in the most complex situations. Responsibilities also include proactively looking for opportunities to improve processes to further increase teams efficiency and effectiveness.
Responsibilities
- Provide dedicated implementation and configuration support to assigned strategic Visa clients and/or countries/markets.
- Manage multiple types of complex configuration requests in support of client and Visa initiatives. This involves the coordination and prioritization of resources from various teams, and new processes to be developed based on committed and tight 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 ongoing 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.
- Provide 24 x 7 support for escalated inquiries related to client configuration changes (i.e. cardholder declines from a new card program set up or testing interruptions).
- Act as on-call point of contact for activities that require CCMs assistance outside of business hours. This may be in support of an external client or internal issue. Example: Be available after business hours in the event a system or edit job fails and requires changes to avoid client impact on the committed date.
- Participates in on-call rotation for event management serving as escalation and resolution contact point for both internal and external clients.
- Responsible for the review and approval of other team members implementation work packets. These work packets represent the changes made within the Visa system tables and other application changes. As a best practice, the Senior Implementation Analyst provides the second review/approval for complex and large project initiatives (i.e. major client brand conversion).
- Partner and present opportunities to clients with the objective of increasing performance and further educating clients on their specific configurations.
- Ensure execution of all deliverables including ownership of implementation and packet management.
- Prepare accurate estimation and processing of billable tasks.
- Acts as an subject matter expertise (SME) within CCM and within company as it relates to client configuration set ups.
- Complete project reporting including the use of all department standard tools.
- Attends project kick off meetings with clients and Visa project team.
- Evaluate incidents and document/share lessons learned with teams.
- Shares knowledge with other analysts in learning of new products, services, and processes.
- Manages complex requests and delicate client issues.
- Facilitate and lead internal meetings, as applicable.
- Ability to demonstrate subject matter expertise and knowledge specific to clients system and processing set up from a technical and/or operational perspective.
- Act as lead for corporate and/or client initiatives both internal and external using best practices, lessons learned, and technical/analytical skills.
- Assess operational opportunities to increase service quality or efficiency within department.
- Build and enhance positive working relationships with Visa clients and internal stakeholders.
- Represent customer system and operational requirements to internal Visa organizations.
- Develop and contribute to department processes and procedures.
- Prepare and Lead training to internal and/or cross-functional teams and external clients, as applicable.
- Proactively identify, recommend and execute on agreed opportunities for process improvement resulting in improved efficiency and effectiveness, and increased customer satisfaction.
Qualifications & Skills
- Bachelors degree in Business, Finance, Computer Science, or Information Technology, or a minimum of 5-7 years equivalent work experience in a customer support role in software, financial or information services. 3-5 years of direct Visa experience is preferred.
- Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
- Experience using CCM applications and tools (e.g. CORE, CONFIG, VbVCIS, RDMS) is preferred
- Excellent time management, organization, and planning skills are essential.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Ability to comprehend and translate complex technical issues and apply to business solutions.
- Demonstrates strong consultative skills within areas of expertise.
- Shows strong expertise and specialized knowledge in areas of responsibility and tools required to support client configurations.
- Demonstrate ability to articulate complex technical terms or processes into business language.
- Proactively expanding industry knowledge.
- Requires ability to train others effectively.
- Able to remain calm and professional in high stress situations.
- Ability to follow complex processes, procedures and adjust to a continuously changing environment.
- Occasional travel to other Visa offices and/or onsite client visits. (0% to 5%)
- Able to set priorities, influence others, and manage customer expectations
- Demonstrate success in customer relationship management.
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritize effectively and multi-task under deadlines.
- Working knowledge of client business drivers as it relates to their operations and processing services.
Εταιρεία: VISA