Client Experience Enablement Lead at Member Access Processing

, , United States -

Full Time

Start Date

Immediate

Expiry Date

29 Dec, 25

Salary

0.0

Posted On

30 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Onboarding, Training Coordination, Operations, Communication, Project Management, Analytical Skills, Cross-Functional Collaboration, Issue Management, Impact Analysis, Subject Matter Expertise, Dispute Resolution, Reporting, Client Communication, Problem Solving, Process Improvement, Configuration Management

Industry

Financial Services

Description

OVERVIEW The Client Experience & Enablement Lead plays a critical role across Training and Client Services ensuring seamless client onboarding, readiness, and impact resolution. This role bridges functional teams, monitors client-impacting events, and coordinates cross-functional efforts to deliver consistent and high-quality external and internal client experience. KEY RESPONSIBILITIES CLIENT IMPACT MONITORING & ANALYSIS Monitor Visa DPS and Visa Business News for client-impacting updates Assess and document impacts, identifying affected clients and internal stakeholders Act as an internal cross-functional communication and escalation coordinator for Visa and Visa DPS Client impact events; ensuring accountability and resolution CROSS FUNCTIONAL COORDINATION Lead coordination efforts across teams during the onboarding phase into Training and Client Services by scheduling meetings, recommending action steps, and tracking progress Support Client Services in crafting client communications without requiring full ownership of impact management CLIENT ONBOARDING & READINESS Partner with Project Managers on readiness reviews with internal stakeholders and clients to ensure clients/projects are fully prepared for training activities Once in Production, review and validate client configuration forms for accuracy and alignment; maintain visibility as any discrepancies are remediated with appropriate teams Review clients’ onboarding products and processes, consulting with them to ensure operational effectiveness with their systems/processes and MAP/Visa DPS products. SUBJECT MATTER EXPERTISE (SME) SUPPORT & ENGAGEMENT Combines deep expertise with the ability to identify and mobilize the right resources to drive impact Disputes: Provide onboarding support and guidance VDM Reporting: Assist operations and clients with VDM reporting requests, including training clients in report generation and supporting new hire onboarding with VDM tools ISSUE MANAGEMENT & RESOLUTION Identify and track onboarding system issues post Go Live in Production, follow up with appropriate teams and ensure timely resolution Maintain a client issue log, root cause analysis repository and escalate items to appropriate personnel SKILLS & QUALIFICATIONS EDUCATION Bachelors degree in Business, Finance, or related field preferred. QUALIFICATIONS Proven experience in client onboarding, training coordination, and operations Strong understanding of Visa DPS systems and MAP products Excellent communication, project management, and analytical skills Ability to work cross-functionally and manage multiple priorities PHYSICAL REQUIREMENTS Sit and work for prolonged periods of time (75-100%). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Read documents necessary for the daily performance of essential functions (75-100%). Competently operate standard office equipment: personal computer, telephone, and printer (75-100%). View a computer terminal for extended periods of time while producing documents, conducting research and collaborating with clients (75-100%). Lift boxes and equipment weighing up to 30 pounds (15-30%). Travel offsite and operate a motor vehicle for moderate periods of time (15-30%).

Responsibilities

The Client Experience & Enablement Lead is responsible for ensuring seamless client onboarding and readiness while monitoring client-impacting events. This role involves coordinating cross-functional efforts to deliver a consistent and high-quality client experience.