Service Experience Consultant

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.

Team Summary

Client Services provides industry-leading operational support to Visa's clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa's clients, providing expertise to support and successfully grow their business.

Position Summary

This position serves as an Implementation and Support Consultant for services provided to Visa clients, with a specific focus on new Solutions provided by Visa. This is an individual contributor role, responsible for solving complex problems and taking a broad view to identify innovative ways of working and providing value to clients.  This role serves to gather and document solution requirements, coordinating the work of various teams and workstreams involved in the delivery and support of the solution to clients, at the same time providing clients with consultative guidance on Visa regulations, fees, product features, and functionality.

The position sits within the Service Experience team under the Client Services function. The Service Experience team supports the rollout of new Products across Consumer Payments, Platforms, Value-Added Services, and Commercial & Money Movement Solutions. In addition to managing enterprise initiatives to deliver service excellence for our clients, Service Experience acts as the liaison between Product and Client Services functions to engage early and provide input during the design and development stages, building requirements, processes, documentation, and tools for client onboarding and support. This role requires partnering cross-functionally and leading new solution pilot implementation projects with external Visa banks, partners, processors, and service providers.

Responsibilities

• Execute Visa new solution initiatives that impact clients' business and operations including changes to current products and onboarding new products.
• Work closely with Visa Solutions teams to represent the needs of the clients and facilitate faster transition of new products and services into mainstream implementation and support within the organization by ensuring the right tools, documents and processes are developed and operationalized.
• Coordinate with internal Visa teams to ensure delivery on commitments.
• Incubate new Solutions and Enhancements to develop, refine and test-run implementation and support documents and tools to create stable, repeatable, and scalable processes.
• Communicate complex technical concepts in a focused and well-organized manner.
• Deliver comprehensive trainings, develop and handover relevant artefacts such as implementation processes, guides, presentations, forms, project plans, support FAQs, support tools to Client Services Implementation and Support delivery teams.
• Offer subject matter expertise within Client Services in areas such as knowledge of APIs, SDKs, systems integrations, deployment and post-production support.
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Provide project management and technical support services to Visa clients and processors to ensure client expectations are exceeded.
• Learn and acquire knowledge in new technologies in keeping step with market and industry developments.
• Set priorities, influence client and Visa teams involved in various workstreams to multi-task under tight deadlines and ensure that client and/or processor efforts, and 3rd party software providers are managed towards achieving customer and key stakeholder acceptance of deliverables.
• Identify opportunities for operational improvements, new methodologies, revenue generation to improve departmental efficiencies and service delivery to clients.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

We are looking for a client-focused, results-driven individual who brings a wealth of experience in payment systems and software technology and is curious about ongoing developments in the sector.

An Ideal candidate must have:

• A Bachelor's degree in Computer science, Information Technology or equivalent work experience in a business analyst role in software or financial services
• A minimum of 7+ years' experience of Information Technology systems integration and technical support with good understanding of software applications, systems architecture and connectivity options, cryptography concepts (encryption, hashing, digital signature etc.), mobile payments technologies such as NFC, online/remote payments, and in app payments
• Good working knowledge of payment processing systems including transaction switching, clearing & settlement, EMV contact and contactless technologies, card payment systems, digital products and services, and API / SDK technologies
• Experience building and maintaining relationships at an operational and executive levels in different functions within an organization
• Proven success in client relationship management
• Expert knowledge of standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, etc.)
• Excellent project management, time management, organization, and planning skills
• Good analytical skills, problem analysis and technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions
• Excellent verbal, written, presentation and interpersonal skills are required
• Must be able to take the initiative to resolve problems and ensure delivery on commitments
• Can facilitate good functional collaboration with internal and external stakeholders by being able to speak confidently and with a professional demeanor
• Must be oriented towards quality enhancement and process improvement
• Must be based in Cairo, Egypt and is required to speak/write English fluently

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.