Job Description and Responsibilities The Client Success Shared Services team is responsible for providing operational assistance to Clients that manage a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues and opportunities through to completion. Job Scope The Client Success Shared Services team provides knowledge and expertise to assist our Issuers and Acquirers in the Latin America and Caribbean Region. The Client Services team plays a critical role in ensuring the delivery and service of Visa products and solutions to our clients. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the development, deployment and enabling our clients to deliver and scale new products, services, and initiatives into the market. Position Overview The Client Success Management Shared Service Analyst will be responsible for managing the operational relationships for Tier 3 clients in the region by providing operational support and assisting in growing their business. This role will also provide the opportunity to shape how we lead the management of our clients through support and input into the tools, capabilities, and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa's strategy. Responsibilities • Manage operational support and fulfill service needs of moderate complexity for Tier 3 clients. This includes responding to inbound client queries as well as outbound proactive client engagement. • Develop strong partnerships with cross-functional teams to be recognized as a key contributor to their success. • Build a successful engagement model with core teams focused on Client outreach support for key initiatives, allowing for shared knowledge and improved efficiencies. • Engage with cross-functional teams to enhance performance and influence product enhancements. • Create a feedback forum with core teams to define standards and improvements, creating efficiencies and eliminating duplicative efforts. • Coordinate with internal resources to accomplish Visa and client objectives, ensuring processing system performance standards are met and that the client perspective is represented. • Assist in creating the team's repository of process checklists for client implementation of new products and services. • Assist in developing client-based webinars to provide updates on VisaNet operations, technical matters, and upcoming mandates. • Develop communications for clients outlining initiatives and mandates, providing compelling rationale for necessary changes. • Manage these communications end-to-end, distributing to clients and governing responses. • Act as a liaison for the client, providing technical expertise to structure effective programs/solutions and service change support. • Deliver and support biannual business enhancements and all Visa mandates. • Manage incident management - identify and analyze processing problems and customer impacts to provide reports as appropriate. • Serve as an escalation point for high-impact/complex issues encountered by L1, L2, & L3 support teams or country teams. • Work closely with Technical Account Managers, Account Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and seek solutions. • Advocate for all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk, and Legal. • Partner with Sales to identify additional business opportunities for clients, driving value-added services and new payment flows to increase service quality & revenue. • Stay current with industry and client trends, maintaining a working knowledge of Visa products and services. • Identify and implement opportunities to improve the client experience by streamlining operational processes. Minimum Requirements • Bachelor's degree and seven or more years of experience in the financial services, payments, software, or information services industry. • Working knowledge of Visa's systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred. • Expertise in requirements documenting, program development, and project management methodology. • Strong relationship management, strategic thinking, and problem-solving skills. • Strong technical aptitude with the ability to absorb technical information and apply it to business solutions. • Familiarity with automation and process improvement methodologies. • Strong understanding of the industry and our Clients' processing and operational businesses. • Proven track record for making sound business decisions and achieving high-quality operational results. • Proficient in performing analysis and drawing conclusions from written or computer-generated material. • Ability to set priorities and manage customer expectations, working both as part of a team and independently. • Excellent interpersonal skills and a proven ability to build and maintain highly satisfied customer relationships. • Proven abilities in organizational, conceptual, and logical problem solving. • Excellent verbal, written, and interpersonal skills are required. Mastery of the English language required. • Fluency in Spanish is required. 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, with a general guidepost of being in the office 50% or more of the time based on business needs. 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. #J-18808-Ljbffr