Job Description And Responsibilities
The LAC CS trainee program is a fast pace 24-month program that encompasses two rotations in Client services operations.
As Client Success and Implementations Management Associate.
The CS Trainee will own a set of Implementation projects or Client portfolio to manage and tend to. At the same time the trainee will be responsible for completing specific Client Services technical, as well as process improvement methodologies trainings and certifications, that will enable them to participate -after the 2-year program- of the open opportunities within the Client services areas across LAC.
In turn creating a talent pool that will release senior hi potential elements within the CS Teams in LAC to take on new challenging positions that will round their career profiles and add capabilities that will open doors beyond Client Services, to positions of professional growth within.
The program will develop the trainees with high on the job technical expertise and market exposure.
Within the Implementations rotation, the trainee will manage and execute new Visa projects (payment products / services) with clients (financial institution and processor) in key markets of the Latin America and the Caribbean region.
This role coordinates Visa internal resources (CSI, Products, Infrastructure, etc.) for Client projects, serving as focal point for new Products & Services Implementation related activities.
This individual contributor serves as a functional specialist who coordinates / leads cross-functional teams, defining project related activities, tools, processes, and procedures required to successfully complete new Visa Products / Services Implementations as well as enterprise projects.
In the Client Success rotation, the trainee will be part of a pool of professionals that will respond to internal and external Clients for operational issues.
They will support business growth by building and optimizing operational relationships with Issuers, Acquirers, Processors and Merchants and Fintech / Digital partners, and by working proactively with these clients to advance Visa’s strategic initiatives.
They’ll be accountable for driving operational Visa disciplines with new and existing Clients, optimizing performance, identifying opportunities for enabling services and capabilities and articulating the operational voice of the customer within Visa.
They will partner to other business functions, supporting the execution of Visa strategy and applying our operational and product knowledge to support Sales teams in winning or protecting business.
Responsibilities in the Implementation rotation
Specific IM onboarding technical training (Project Mgmt. basics, policy, artifacts, best practices)
Administer internal and external project communications (meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
Driving Project execution of activities against the plan to ensure key milestones / timelines are achieved
Create Report customer project accomplishments and deliverables to Visa CS management and different stakeholders
Monitor activation of product / service (end of project)
Coordinate project closure and turnover to Visa Client Success for ongoing support and communications
Develop customized project plans / Implementation task list, according to the project at hand.
Provide Expert implementation project support to Visa clients (financial institutions and processors) operating in the LAC region, ensuring delivery on implementation plan requirements and exceeding customer expectations.
Ensure delivery of clients’ operational requirements
Coordinate directly with Visa Clients to understand their Bankcard program setup requirements and facilitate new implementations, conversions, and maintenance requests without operational impact.
Understanding the scope of the project on a technical basis and adjustments needed on Visa and the Client's side + impacts
Manage non-routine, complex processing and change requests, as well as short term tactical and strategic customer initiatives.
Must be able to take the initiative to resolve problems and meet deadlines, THROUGH solving project bottlenecks and resistance by becoming a change agent.
Explain issue / misses (irregularities) in report customer project accomplishments and deliverables to Visa CS management and different stakeholders
Responsibilities in the Client Success rotation
Specific CS onboarding technical training (MS Dynamics, BI-, Explain client profile type, best practices, Client SuccessTech onboarding, BID, PCR, CIB, VROL ID, RID)
Obtain Access to all systems required for Client SuccessFunction (16)
Participate project scoping calls to determine project requirements, timelines, and cost for various initiatives (CIQ)
Generate Data Mining to Provide insights and guidance on in-market operational conditions through a deep understanding of local payment systems
Work across Client Services and other teams to ensure prompt and comprehensive resolution of client support requests and delivery of desired client outcomes, updating support documentation in the process
Lead planning and execution of operational initiatives, special projects, and client-driven continuous improvement plans (Support senior client success managers in updating Account Plan milestones)
Disseminate important operational information to clients that could affect their business (e.g., mandates, Business Enhancements, Numeric initiatives, Visa Business News articles and other ad-hoc communications)
Monitor Client analytics and reporting (e.g., analyzing approval or disputes management data) to identify opportunities for improvement (e.
g., analyzing STIP performance and determining whether a change to a client’s STIP parameters is appropriate, working with the client to implement any agreed changes on host level).
Work closely with the GBO team to execute identified opportunities or campaigns and collaborate with clients to implement Visa’s best practices recommendations
Discuss and resolve other Client performance management issues
Manage client concerns and escalations
Coordinate, communicate and assess client readiness for mandates and other enterprise and market initiatives such as Business Enhancements releases
Coordinate the preparation and implementation of any agreed Visa Business Enhancements by raising Global Client Testing cases in Microsoft Dynamics, as well as for Client Configuration Management cases in Microsoft Dynamics for VCMS and Production
Coordinate the preparation and implementation of agreed readiness activities (e.g. programs or products) by meeting with the client and their Account Executive, creating / maintaining a case in Microsoft Dynamics to report and track on the project and monitoring Client performance after implementation
Provide support to the delivery of Client Implementation projects by working with the client and Client Implementation team to agree the scope and timing of projects.
The Client success associate acts as escalation point if project concerns or issues need to be resolved during execution
Incident Alert : In the event of an incident, Client success associates receive an Incident Alert to notify them of a disruption.
External Communication : Client success associates are then responsible for managing external communication with their client throughout the duration of the disruption, providing communications to the client through established channels (e.
g. sending email updates or joining bridge calls)
Internal Communication and Escalation : If the Client success associate identifies a further impact through conversations with the client not already known to Visa, they will communicate and escalate this information to the Client Services Incident Manager
Executive Summary : Following the resolution of an incident, Client success associates distribute the client-facing executive summary prepared by the Global Service Excellence team
Feedback : Any feedback or suggested improvements received concerning Visa’s response to the incident is shared with the Director of Incident Management and channeled through the post-incident reviews
During a crisis, Client success associates across Visa assume the following responsibilities :
Distribute approved corporate messaging to clients
Own the response to operational or technical queries.
Communicate and escalate client feedback internally & Support client crisis response activities, as required.
Basic Qualifications :
Bachelor’s Degree and at most 2 years of work experience
Strong oral and written communications skills in English / Spanish
Project development and management experience is required
Backoffice and Client resolution areas experience
Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
Preferred Qualifications :
Must have strong interpersonal skills (must project credibility and integrity) and a proven ability to build and maintain highly satisfied customer relationships
Able to set priorities, influence others, and manage customer expectations
Ability to comprehend and translate complex technical issues and apply to business solutions
Demonstrated ability to articulate complex technical terms or processes into business language
Demonstrated success in customer relationship management
Self-starter and result oriented individual, with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
Organized, detailed oriented and strong task management skills
Strong oral and written communications skills in Portuguese a plus
PMP Certified or Six Sigma Certifications is a PLUS
Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.
S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.
Work Hours : Varies upon the needs of the department.
Travel Requirements : This position requires travel 0% of the time.
Mental / Physical Requirements : This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.