Total 172 job vacancies by Visa

• Review alerts related to sanctions, customer due diligence, or transaction monitoring within a given timeframe.
• Review and disposition alerts according to prescribed standards.
• Identify patterns and trends consistent with money laundering and terrorist financing, and flag any suspicious activities detected.
• Document and report the investigation findings and prepare case files with required supporting documentation
• Document all research and analysis conducted in the Case Management System
• Demonstrates a thorough understanding of policies and procedures pertaining to the role
• Prepare Enhanced Due Diligence (EDD) reports and other analytic reports as necessary
• Perform other duties and responsibilities as assigned
• Strong attention to details
• 1 position open
• Shifting schedule: Morning, Mid, and Night

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.

The Customer Experience Researcher is a role focused on improving the experience of our colleagues through deep analysis of employees’ behaviors, identification of meaningful insights, and the realization of viable improvement opportunities using critical thinking, collaboration, and effective storytelling skills. The role will support the mission of the Workplace Experience (WE) team, who is part of the Employee Enablement Solutions (EES) team within Corporate IT (CIT). Employee Enablement Solutions supports the success of our technology and business partners as a champion of the user experience.

The WE team is focused on improving the productivity, satisfaction, and engagement of Visa employees by reimaging their work tool experience. The WE team gains an emphatic understanding of the employees’ tool experience by analyzing employees’ behaviors. They leverage industry knowledge and keen understanding of technology to identify meaningful insights from employees’ current work tool experiences. Finally, the WE team effectively communicates viable improvement solutions through impactful storytelling and oversees the execution of these solutions by effectively collaborating with Technology and other key business partners.

The WE team is driven by imagination, creativity, and powerful storytelling. They are emphatic about the tool experience of their colleagues and are highly solutions oriented to foster a more inclusive and engaging work environment. The WE team is looking for an equally passionate individual, ready to approach the role with empathy, enthusiasm, and critical thinking.

The individual that assumes this role will work heavily with the Reporting & Analytics team, who also operates under the Employee Enablement Solutions (EES) function. Together you will evaluate current methods for monitoring customer experience, as well as propose new methods for more effective monitoring.

This position requires Human-Centered Design expertise with relative examples of implementing solutions that have measurably improved the productivity, usability, and overall satisfaction of fellow colleagues. The ideal candidate must also possess excellent leadership and interpersonal skills that are anchored by the convictions of empathy, influence, and courage. The candidate must have experience influencing individuals spanning across numerous business functions, and in a fast-paced and dynamic environment.

Essential Functions:

1. Conduct quantitative and qualitative studies to understand employee’s behaviors, needs, and motivations when leveraging corporate tools using surveys, interviews, telemetry data, usage testing, observations, and other analysis methods.
2. Illustrate the needs and desires of employees through compelling written and oral reports using graphs, diagrams, verbatims, and other effective impact methods.
3. Facilitate collaborative sessions with designers, developers, product managers, engineers, and users to generate a wealth of viable solutions envisioned with zero constraints.
4. Support the design and communication of new solutions that foster increased productivity, usability, usefulness, and greater employee satisfaction using techniques such as user personas, empathy mapping, user requirements, and other human-centered design methods.
5. Oversee the implementation of experience changes through continued engagement with users and advocation for a superior customer experience.
6. Educate the organization on human-centered design principles and practices by developing learning content, hosting workshops, and participating in virtual roadshows.

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.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support and customer performance reporting. Client Services includes the Rules and Compliance function, which supports the structural foundation of the Visa Payments network. 

Rules and Compliance ensures the safety, security and integrity of the payment system and supports Visa clients in the development of their electronic payments business. 

Specifically, the Rules and Compliance team establishes and enforces common interoperable rules and standards for our products and services by which clients must operate their Visa programs. 

Role:

This is an individual contributor operational role, to provide support with respect to creating and implementing compliance solutions that meet the regulatory and strategic compliance objectives of Visa. The jobholder will help coordinate important programs promoting the integrity of Visa transactions. The position will be primarily accountable for investigating Visa Rule violations in relation to Marketplace, Cross Border Acceptance, Digital Wallet, Merchant Category Code, Crypto, Merchant Data Quality, Dynamic Currency Conversion, Minimum Approval Rate, Fraud Reporting, Visa Direct and / or various other new or existing compliance programs, as well as developing detailed data analyses to support these programs. Programs managed by this role may change over time based on Visa’s Compliance needs. The role will manage internal and external relations within the context of compliance negotiations and enforcement (non-compliance assessments) and process escalation where appropriate to the Rules and Compliance senior management with the intention of ensuring minimal brand and reputational risk exposure to the Visa Inc. enterprise.

The role works independently under limited supervision. The compliance issues are often difficult and mildly complex in nature. The role may help coordinate wider projects, delegate tasks and review other staff work within the function.

Essential Functions:

The role will ensure that clients are compliant to the rules; monitor, investigate and validate the compliance status of Clients and, where necessary, pursue corrective and negotiated action.  The primary focus is to bring Clients into compliance with proactive compliance program rules. The role is also responsible for negotiating compliance action plans with Clients, using discretion within the regulatory framework, while assessing the impact on the Visa brand, the integrity of the network, the client’s businesses and the feasibility of suggested remedial action.

The role is responsible and accountable for:

• Ensuring Clients are compliant with the rules and monitoring, investigating and validating the compliance status of Clients and, where necessary, pursuing corrective and negotiated action with the Clients to bring them into compliance. 
• Creating analysis of transaction data and various research to identify non-compliant activity or trends.
• Tracking and control of Compliance actions plans as submitted by Clients and ensuring they are tracked to resolution.
• Managing internal and external relations within the context of compliance enforcement (non-compliance assessments) and processes escalating where appropriate to the Rules and Compliance senior management with the intention of ensuring minimal brand and reputational risk exposure to the Visa Inc. enterprise.
• Providing prompt, accurate responses to questions about proactive compliance program rules.
• Ensuring all management information statistics and performance criteria and trends relating to Compliance processing are collated, analyzed, published and fed back to team members to help define the compliance strategy for Visa Inc. globally and regionally.
• Participating in the development and execution of activities and programs aimed at improving Client and/or internal satisfaction.
• Establishing and maintaining relationships with Clients and other entities as it relates to the responsibilities of the Rules and Compliance team; participating in activities in relation to inquiries or action plans as required.
• Interacting with Clients and Visa Inc. Sales Account Executives / CS Account Managers to ensure Client understanding and compliance with the Visa Rules
• Execution of Rules and Compliance procedures, as developed and updated over time as the function progresses.
• Management of multiple compliance actions with Business Function owners at any one time and prioritizing as appropriate.
• Assisting in the definition and creation of yearly strategy and plans to support the relevant compliance programs.
• Provide Clients and staff with accurate interpretation and analysis of the Visa Rules in response to telephone or written inquiries and / or proposed Client or Third Party Administrator activities, and as a full project team member for assigned projects as 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.

· Serve as a departmental trainer for Client Care Organization, delivering courses as per defined schedule. Incumbent is responsible for ensuring that contact center agents are fully prepared to perform their job in accordance with company and departmental policies and procedures.

· Train new hires and up-skilling Customer Service Representatives in all skill sets associated with the position, including PC and telephone usage, peripheral application training, as well as Client Support Services (CSS) departmental policies and procedures and Customer Service Excellence training.

· Schedule training rooms and facilities, ensuring that all necessary equipment is in place prior to training.

· Ensure that training materials are prepared, updated and available on the first day of training.

· Maintain updated records of training curricula and materials in knowledge management tool.

· Administer tests and provide written feedback to the Nesting/Transition Team Lead/Manager.

· Maintain a high personal skill level for each service taught so that the incumbent's judgment is founded on current job knowledge. This includes partnering with Quality team to understand and address performance gaps.

· Partner with Production teams in support of Nesting/Transition Team to ensure transfer of knowledge and appropriate job performance.

· Support train-the-trainer efforts across sites as needed.

· Adhere to established Client Care procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

· Must be flexible to workdays, evenings, weekends, and holidays, adjusting work shifts according to business needs

· Liaise with stakeholders to determine training needs and negotiate training timelines based on priorities, trainers’ availability and resources

· Identify and solve training and learning gaps by partnering with Quality team

· Assess the impact of each training course on trainee performance and client satisfaction

· Provide recommendations for training enhancements, process improvements and contribute to design/re-design or building of training materials, including job aids and eLearning development projects.

· Apply technical or learning theories through various training activities as a form of retention strategy

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.

We are looking for an organized and detail-oriented Associate Legal Assistant to join our team in Pasay City, Philippines. The successful candidate will play a key role in providing high-quality services to our business clients. The work will focus primarily on contract management operations, such as archiving contracts in Microsoft Dynamics, responding to requests for copies of contracts from lawyers and other stakeholders, and working with members of the legal and account teams to ensure the contracts being archived have all the required documents and profile information.

Responsibilities:

• Assist with maintaining an organized and up-to-date contract database using Microsoft Dynamics.

• Assist with extraction of attributes from intake forms and contracts, and performing basic administrative tasks including data entry.

• Work closely with legal teams, client contract management (CCM), and account teams to ensure all contracts being archived are complete.

• Respond promptly to requests for copies of contracts from lawyers and other stakeholders.

• Utilize available approved tools, such as Copilot & Visa secure ChatGPT to extract attributes from contracts for proper archiving.

• Support cross-functional teams to improve and streamline the contract archiving process.

• Perform other related duties as assigned.

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.

We are looking for an organized and detail-oriented Legal Assistant to join our team in Pasay City, Philippines. The successful candidate will play a key role in providing high-quality services to our business clients. The work will focus primarily on contract management operations, such as archiving contracts in Microsoft Dynamics, responding to requests for copies of contracts from lawyers and other stakeholders, and working with members of the legal and account teams to ensure the contracts being archived have all the required documents and profile information.

Responsibilities:

• Maintain an organized and up-to-date contract database using Microsoft Dynamics.

• Work closely with legal teams, client contract management (CCM), and account teams to ensure all contracts being archived are complete and attributes being tracked are accurately entered.

• Respond promptly to requests for copies of contracts from lawyers and other stakeholders.

• Utilize available approved tools, such as Copilot & Visa secure ChatGPT to extract attributes from contracts for proper archiving.

• Collaborate with other team members to improve and streamline the contract archiving process.

• Report metrics such as volumes monthly or as requested.

• Assist with tracking variances and/or exceptions and reporting such variances and/or exceptions monthly or as requested.

• Provide guidance and support to junior legal assistant.

• Perform other related duties as assigned.

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.

Team Summary

The Asia Pacific Employee Relations team at Visa serves as trusted partners to effectively manage simple to complex employee relations cases across the region. The role reports to the Employee Relations Manager, also based in the Philippines and is part of a wider team who are located in Singapore and India.

What an Employee Relations Analyst does at Visa:

• Conduct workplace investigations in simple to complex situations demonstrating effective listening, probing and investigatory skills with the ability to synthesize data, identify root problems/causes, and recommend actions to resolve in partnership with the Employee Relations Manager, Legal team, and Business Conduct Office.
• Provide expertise and case management of ER issues, including performance management, from initial intake to resolution, received from managers, People Business Partners (PBPs), and employees.
• Provide consultation, guidance and coaching to senior leaders, managers and PBPs to address employee behavior and performance concerns, provide guidance and assist with the development and delivery of appropriate feedback or corrective/disciplinary actions which align with Visa’s policies, approach, practices, and processes.
• Track, report, and analyze ER data and trends to proactively create a positive organizational culture that builds manager capabilities, including external trends and best practices.
• Provide interpretation of HR policies, practices and procedures to employees and managers.
• Recommend and drive employee handbooks and HR policies updates.
• Provide consultative support for the resolution of a variety of matters including addressing challenging employee situations, incidents, and threats.
• Partner with ER Manager and PBPs to address gaps in performance including drafting and reviewing performance improvement plans, written warnings, and facilitating the necessary communications to drive an effective outcome.
• Maintenance and update of the existing templates, documents, and relevant policies/processes
• Foster a client-focused environment and mindset to ensure delivery of an exceptional employee experience.
• Work with leaders and employees to establish and maintain a positive work environment, which encourages the full use of diverse talents and abilities, act as an employee advocate, help drive various corporate and division business initiatives.
• Provide coaching to department leaders, offering feedback and advice on employee and organizational issues in a proactive, empathetic, and compassionate manner.
• Uncover, assess opportunities, and propose solutions for HR process improvements.
• Lead and support cross functional ER and People Team projects, regional and global initiatives as needed.

Why this is important to Visa:

The ER Analyst will assist the ER manager in working closely with global and regional ER counterparts, support the ER Director providing employee and management coaching, facilitate performance improvement plans, manage sensitive matters and investigations primarily for the Philippine based employees. In addition, this role will also help with any global and regional ER needs as necessary and assist the ER Manager and ER Director in leading specific ER projects in Asia Pacific and globally. 

The Process Improvement Specialist is a business process improvement role. It is part of the Operational Excellence & Execution (OE&E) team that is part of the Employee Enablement Solutions (EES) team within Corporate IT (CIT). This group champions the technology needs of Visa staff.

This team works with technology and other business partners to provide a center of excellence within the organization to drive efficiency, effectiveness, and an exceptional user experience. 

We are passionate about empowering our business users and supporting their success. We are looking for equally passionate people to lead a continuing journey of delivering world class technology, processes, services, support, and experience to our colleagues. 

Reporting to the Operational Excellence & Execution Director, this role will work with diverse teams across the Corporate IT Integration Management Office landscape to identify and implement process efficiencies, while contributing to efficient and successful integration of an acquired entities data and end users by driving process automation, improvement, and standardization across all functional areas and across all project lifecycle stages from inception to end-of-life. 

This position requires extensive Lean Six Sigma (DMAIC) experience analyzing and creating process flows within the context of cross-functional programs.  The successful applicant will also possess excellent leadership and interpersonal skills necessary to influence teams to deliver in a fast-paced and dynamic environment.  This position plays a pivotal role to ensure end users can conveniently and effectively execute their responsibilities in the Visa environment. 

In addition, this role requires demonstrated experience with process analysis, process design, process flow documentation, process improvement and target operating models. As the Business Process Improvement Analyst, you will actively lead continuous improvement projects using Lean Six Sigma (DMAIC) process improvement methodologies with the output being an optimal future state process and/or target operating model. 

We are seeking an experienced Process Improvement Specialist who has a mind for creating metrics, the ability to formulate strategy, and can lead critical continuous process improvement efforts, with the goal of improving both operating and financial performance.  This role requires the ability to understand an acquired entities processes and ways of working, operational and technical, to drive an optimal future state, that results in enhanced experiences during and post-acquisition integration. 

Essential Functions

Leverage Lean Six Sigma (DMAIC) and other process improvement methodologies to drive process improvement, transformation, and automation through cross-functional collaboration across all areas of the organization.

Cultivate trusted advisor relationships across the Corporate IT Integration Management Office organization and with their stakeholders and customers through demonstrated expertise and action-based leadership. 

Prepare and deliver status updates and presentations to internal stakeholders and executive leadership team. 

Conduct interviews and facilitate workshops with business stakeholders and acquired entities to formulate strategy, define customer needs, validate requirements and proposed changes to business processes and operating models. 

Develop process improvement procedures and monitoring and reporting on process performance and adoption across the organization. 

Formulate strategic objectives and appropriate key measurements for initiatives. 

Analyze current process standards and metrics to provide solutions for improvements, updating and maintaining documentation on process improvements and performance. 

Perform data gathering, root cause analysis, demand analysis, and performance trending to develop appropriate process control changes.  Analyze and document dependencies between new and existing processes and identify opportunities for improvements. 

Serve as a change agent for transitioning business stakeholders to new ways of working. 

Provide education and training on changes, updates, and improvements for guidelines, processes, and procedures to stakeholders and management.  Serve as a contributor and advocate for global Lean Six Sigma initiatives and the fostering of a Lean Six Sigma culture. 

Identify potential roadblocks/obstacles and escalate issues as needed.  Serves as a catalyst for continuous business process improvement, transformation, and innovation. 

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.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it,  you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

Operational Excellence & Client Experience is an innovative team that is constantly seeking transformative opportunities for Visa Client Care. With transformation comes change across the people, process, and technology spectrum. We must stay diligent in our transformation approach from concept to sustaining operations. Our Senior Program Managers drive all aspects of that lifecycle, from strategic planning to agile and tactical execution to sustaining and continuous improvement. We constantly strive to provide a world class Client Experience that helps our business to differentiate itself from our competition.

Our goal is to quickly drive process improvements to achieve better Client Experience,  enhance the team member engagement, enable OKR achievement, and ensure regulatory compliance. We are seeking highly motivated, data driven, independent thought leaders, with a passion for global operations transformation.

Key Responsibilities:

• Perform all duties associated with managing Lean, Agile and Client Experience transformation programs
• Analyze customer and client surveys as well as team member feedback to drive efficiencies in processes and improvements in client experiences
• Connect with key stakeholders, understanding their drivers and stressors, ensuring the programs improve internal as well as external performance
• Work with the Business Owner to understand priorities, risks and timelines and establish and manage the plan to achieve program milestones
• Drive the establishment of documented processes and procedures within an easily accessible Knowledge Management framework utilizing formal change management
• Foster team cohesion and morale, constantly acknowledging other’s contributions and celebrating team wins
• Continuously strive to be the best through retrospectives and continuous improvement
• Manage projects to achieve OKR objectives

About You:

• You have passion and ownership for everything you do. You act on behalf of the whole company, as if it were your own, and never say 'that’s not my job'.
• You are an expert in 'Maximizing the amount of work not done', you enjoy simplifying workflows, eliminating waste and minimizing re-work.
• You are extremely curious, and dive deep into the data to understand the customer journey and the team member pain points, before ever recommending a solution.
• You feel proud of yourself for getting things done quickly. You have a sense of urgency and a bias for action. You understand that the fastest way to get things done is to utilize a structured, documented, and unambiguous approach, often relying on proven frameworks and published standards to kickstart initiatives.
• You are an excellent and direct communicator. You listen attentively, speak candidly and treat others respectfully. You are a thought leader and are bold in your approach to bring forth fresh ideas and innovative solutions. You have excellent writing skills and understand that taking notes and documenting details is a leadership skill that enables alignment and sets team direction.
• You are a motivated self-starter with the ability to work independently while driving projects and programs with cross-divisional teams to achieve desired outcomes, effectively prioritize and multi-task under tight deadlines
• You love people, whether they are our team members or our clients, and you are passionate about making their lives better every day.

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

• The Sales Consultants are responsible for selling the company's products (various immigration/migration/ visa services) by identifying potential clients, educating prospects on products through calls, and online presentations through webinars, and providing existing customers with exceptional support.

Responsibilities

• Provide general sales support (needs analysis, data review, and product demonstrations)

• Serve as the customer advocate and liaison for product management and development.

• Prepare periodic forecasts and progress updates toward sales goals

• Assess client's profile on what services they are best qualified to sign up

• Schedule meetings and presentations with prospected clients

• Communicate with clients through phone call, email, or chat to offer or explain the services the company offers

• Build rapport with clients and manage negotiations

• Assist clients in securing personal documents needed

• Ensure to hit monthly sales target

• Build and promote strong and long-lasting professional relationships with the clients

• Perform other duties as assigned

• The Sales Consultants are responsible for selling the company's products (various immigration/migration/ visa services) by identifying potential clients, educating prospects on products through calls, and online presentations through webinars, and providing existing customers with exceptional support.

Responsibilities

• Provide general sales support (needs analysis, data review, and product demonstrations)

• Serve as the customer advocate and liaison for product management and development.

• Prepare periodic forecasts and progress updates toward sales goals

• Assess client's profile on what services they are best qualified to sign up

• Schedule meetings and presentations with prospected clients

• Communicate with clients through phone call, email, or chat to offer or explain the services the company offers

• Build rapport with clients and manage negotiations

• Assist clients in securing personal documents needed

• Ensure to hit monthly sales target

• Build and promote strong and long-lasting professional relationships with the clients

• Perform other duties as assigned

The candidate will support large, complex organizational change initiatives and lead small to medium-sized change initiatives at Visa, such as business process and technology modifications, concentrating on the people side of change. This role provides vital project support to the lead change manager in developing and implementing plans to increase employee adoption of new tools and processes and reduce resistance to changes.

• Provide tactical support for change management projects
• Coordinate change management project and sponsor meetings, presentations, training sessions, office hours, and other meetings and events
• Gather data for impact analyses and readiness assessments
• Develop communications materials
• Track and report on change management activities
• Lead small to medium-sized change initiatives and develop change management plans for successful adoption.

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.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it,  you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

The candidate will manage a myriad of organizational change initiatives for Visa. The candidate will focus on the people side of change, including changes to business processes, systems, tools, and technology. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage of new tools and business processes and minimize resistance to changes. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact Visa’s employees. The candidate will support project teams in integrating change management activities into their project plans and apply a structured methodology while leading change management activities. Responsibilities also include: 

- Design, develop, execute and manage organizational change management strategies and plan
- Design, develop, deliver, and manage communications strategies, plans and deliverables to communicate about changes to tools and processes across the Corporate IT organization and Visa
- Evaluate and ensure user readiness
- Conduct impact analysis and change management assessment, including change readiness
- Provide input, document requirements and support the design and delivery of end user training
- Define and measure success metrics and monitor change progress
- Identify, analyze and prepare risk mitigation tactics
- Identify and manage anticipated resistance
- Identify and manage relationships with key stakeholders
- Identify and manage relationships with executive sponsors
- Consult and coach project teams
- Support and engage senior leaders
- Coordinate efforts with other subject matter experts
- Integrate change management activities into project plans
- Track and report issues and action items
- Work with virtual teams located in different time zones and with differing cultures
- Represent the Employee Enablement Solutions team and be a strong, vocal customer and user advocate
- Be a change agent

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.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

• Provide quality project management and implementation support to Visa client institutions, processors and third-party platforms in assigned region to ensure client expectations are exceeded.

• Create and maintain implementation best practices for money movement and commercial card products using project management methodology and payments industry knowledge.

• Coordinate directly with clients to understand product setup requirements and facilitate product installations, conversions and maintenance requests without client impact.

• As a subject matter expert, acquire and maintain a deep understanding of supported services to train and consult customers and internal stakeholders on optimum delivery and adoption of our products.

• Be the voice of the customer - Represent clients’ feedback, enhancement requests, system or operational requirements as well as negotiate and manage expectations internally and externally.

• Prepare and maintain detailed project scope documents, project plans, status reports, and issue log.

• Report client project accomplishments and deliverables to management on weekly or monthly basis and consistently log project progress on Microsoft Dynamics, Teams and SharePoint.

• Build and enhance positive working relationships with key Visa client institutions, technology providers and internal stakeholders.

• Manage alignment with client tactical and strategic initiatives while balancing against Visa deliverables and commitments.

• Proactively identify opportunities and implement recommendations to increase service quality and efficiency. 

• Work independently with minimal supervision for own assignments and must be able to take the initiative to resolve challenging and complex problems within the established deadlines.

• Stay current with industry and client trends and maintain a strong knowledge of Visa payment products and services.

• While the role is based in Pasay, you will be providing services to clients across the Asia Pacific region.

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.

Commercial and Money Movement Solutions (CMS) provides industry-leading implementation and operational support to Visa’s 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’s support organization to Visa’s 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, including Japan, for all CMS solutions and be the authoritative subject matter expert. 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’s and Visa’s 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 

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.