Company Description|Job Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Considered the operational expert for Hong Kong & Macau clients processing & operational business.
Provide insight & input within cross functional Visa organizations for new or changing products & services which may impact clients.
Act as liaison for the client & provide problem management, proactive identification of processing efficiencies, service change support & system enhancement support. You will be required to act as the CS liaison to coordinate internal CS resources to accomplish Visa & client objectives.
Provide proactive planning & operational support to ensure that both the client & Visa are operating in the most effective & cost efficient manner while managing costs & increasing overall transaction performance (including authorization, clearing & settlement, back office processing)
Stay current with industry & client trends & maintain a strong knowledge of Visa products & VisaNet services.
Coordinate internal resources to accomplish Visa & client objectives, & ensure processing system performance standards are met & that the client perspective is represented within the organization.
Represent complex customer change requests, system or operational requirements; negotiate & manage expectations internally & externally.
Develop & manage strategic planning, operational initiatives, special projects & client-driven continuous improvement plans.
Identify & analyze processing issues with client impacts; consistently communicate situational status & resolution; advise on SLA performance both internally & externally & develop improvement plans to address chronic client problems.
Support biannual business enhancements & all Visa mandates.
Partner with assigned Account Executives to identify additional business opportunities.
Perform ongoing proactive operational reviews to include billing & transaction processing.
Align global CS support strategies & apply working knowledge of Visa & Visa product, systems & procedures & market dynamics to ensure effective resolution of processing & business issues that may represent significant financial implications.
Advocate on behalf of assigned clients to internal stakeholder organizations including BD, CS, MS&S, Product, Network, Risk & Fraud to expedite the resolution & implementation of solutions in order to achieve the highest possible degree of client satisfaction with a view to enhancing the client's Visa experience.
Bachelors/Degree or equivalent experience. Typically requires a minimum of 7-8 years' experience in a customer support role in software, financial or information services OR Professionally qualified or equivalent with professional experience or equivalent combination of education & experience.
Must be a self-starter with proven abilities in organizational, conceptual, & logical problem solving.
Customer focus with proven ability to establish productive working relationships with staff & management at all levels.
Ability to set priorities & manage customer expectations, & work both as part of a team & independently.
Strong technical aptitude with the ability to absorb technical information & apply to business solutions.
Proficiency providing technical & consultative support to external customers & identify business needs.
Demonstrate ability to work in a complex organization to determine business & customer needs, providing the best solution to meet those needs.
Working knowledge of Microsoft Office. Excellent verbal, written, presentation & interpersonal skills are required.
The function that this individual performs is key to delivering on Visa's Expand Access strategic pillar. It forms a part of Visa's Acceptance development, merchant relations, interchange management & industry stakeholder management team. Failure to deliver on those commitments can have a visible & pronounced impact on Visa's revenues, reputation & brand image, & in some cases, can expose the company to financial liability. Hard work, high integrity & honesty are non-negotiables.
All your information will be kept confidential according to EEO guidelines.