Client Experience Business Process Senior Consultant

at  visa

Company Description
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.
Job Description

TEAM SUMMARY

The Client Services Team 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.
An exciting opportunity to join the newly established Global Acceptance Client Services team, supporting key Global Acceptance Partners. Visa has the opportunity to improve the client experience, depth of relationships and deliver mutual revenue growth for its key global Merchant and acquirer partners. These clients want to enhance their global relationships with Visa, leverage our insights, data, relationships and talent to help grow and enhance our mutual business interests.
This role will therefore play a critical role in supporting the design and leading the documentation of the unique and differentiating aspects of the Visa Client Experience within MS&A, at global, regional and local levels and fully integrating seller side support into our support service model.

POSITION SUMMARY

We are seeking a highly skilled and experienced Senior Consultant to join our team. The successful candidate will play a pivotal role in working across the business to document and design processes for acceptance clients across Visa.
Your key responsibility will be to document the end-to-end processes supporting global, regional and local acceptance partners, while contributing to the thought leadership to ensure a strong client centric and consistent global operating model. This will include both existing (done in pockets locally & regionally) processes and Target Operating Models (TOM) for global acceptance clients and a scalable model for collaborating with other regionally managed acceptance clients along with the ecosystem long tail acceptance clients. Therefore, client types in scope will include acquirers, acquirer processors, merchants, enablers and other ecosystem partners.
This role will be key to establishing effective pro-active support for our top global Merchant, Acquirer and Tech partners, while ensuring a consistent experience across the globe for acceptance clients. The key objective will be documenting, aligning, and socializing at multiple levels (internally and externally) how support operates today, will operate in the future and the process to get there.
This role is a direct report to the Senior Director, Customer Experience Design and will collaborate closely with the senior director along with a range of colleagues across Client Services, MS&A and the wider business.

Main Job Responsibilities

• Work with Client Services, MS&A and functional, regional and business teams to document key user journeys and process maps, with a focus on activities supporting global and acceptance ecosystem system partners including but not limited to acquirers, merchants, acquirer processors and others. Mapping and documenting these processes, including the as is state, identifying gaps and opportunities and then documenting the target operating state.
• Proactively identify process gaps, roadblocks, bottlenecks and inefficiencies that will negatively impact the client experience, while also being on the lookout for best practices that should be adopted globally.
• Collaborate with a diverse set of stakeholders across all parts of Visa and within our client organisations. The senior consultant will also be accountable for communicating and socializing at multiple levels (internally and externally) how support operates today, how it will operate in the future and the process to get there.
• Finally, the senior consultant will be accountable for continuous improvement to optimise processes, identify where gaps are occurring and refining the process, aligning and supporting communication of such.

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.
Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 5 yrs+ experience in the payments (or related) industry
• Advanced skills in MS Word, PowerPoint and Visio.
• Relevant experience with acceptance side clients (acquiring, acquirer processor, merchants, etc)
• Ideally, experience in process documentation and design or can demonstrate strong interest and skill in such.
• Exceptional attention to detail with strong applied thinking and an ability to ‘connect the dots’ – understating how activities are linked.
• Ability to clearly, concisely, and effectively organize and present information to stakeholders to engage and bring them along.
• Detailed oriented and a self-starter with proven ability to manage multiple, cross-functional initiatives with overlapping timelines and deliverables.
• Strong project management skills and ability to execute against plan.
• Excellent interpersonal and communication skills. The ability to collaborate across peers, functions, geographies and influence key stakeholders up to executive level.
• Willingness to establish and foster relationships at all levels (staff and management) both internally and externally.
• Bachelor’s degree or equivalent experience.

The ideal candidate is a team player who is able to build strong relationships with stakeholders, has a keen eye for detail, and can work independently to drive process improvement initiatives. If you are a problem solver with strong negotiation skills, we would like to meet you.
Additional Information
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

• Work with Client Services, MS&A and functional, regional and business teams to document key user journeys and process maps, with a focus on activities supporting global and acceptance ecosystem system partners including but not limited to acquirers, merchants, acquirer processors and others. Mapping and documenting these processes, including the as is state, identifying gaps and opportunities and then documenting the target operating state.
• Proactively identify process gaps, roadblocks, bottlenecks and inefficiencies that will negatively impact the client experience, while also being on the lookout for best practices that should be adopted globally.
• Collaborate with a diverse set of stakeholders across all parts of Visa and within our client organisations. The senior consultant will also be accountable for communicating and socializing at multiple levels (internally and externally) how support operates today, how it will operate in the future and the process to get there.
• Finally, the senior consultant will be accountable for continuous improvement to optimise processes, identify where gaps are occurring and refining the process, aligning and supporting communication of such