Consultant, AP Service Experience

Client Services at Visa provides industry-leading operational support globally, focusing on customer experience in product design and deployment. The AP Service Experience team designs client service for new solutions and manages end-to-end implementations. This Consultant role involves leading the design and delivery of scalable client service experiences for new payment solutions like Visa Flexible Credential, Visa Accept, Visa Pay, Visa Recurrent, and Stablecoins. The role holder will deploy new capabilities for Issuers, Acquirers, Merchants, and Merchant Partners, and become a subject matter expert in client services and APIs.

Must Have

• Design and enable delivery of a scalable and repeatable and effective client service experience from implementation to support for new solutions
• Lead client technical solutioning discussions with a client centric mindset
• Lead client pilots of new solutions
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization
• Lead initiatives that impact clients from a business operations perspective
• Become subject matter expert in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
• Use technical expertise blended with business acumen to solve complex problems independently
• Be accountable for delivering agreed objectives
• Be a fast responder and proactive in resolving problems and meeting deadlines
• Embrace and implement new methodologies on an ongoing basis
• Bachelor’s Degree in Computer Science, Technology or equivalent
• Minimum 8+ years’ experience in product/project management or product development in the payments industry
• Functional Project management experience in a client facing role
• Understanding of digital payments and web-based technology including HTML, web-based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Strong technical aptitude
• Excellent verbal and written communication skills
• Problem solving skills
• Attention to detail
• Interpersonal skills in negotiating and influencing internal and external stakeholders
• Organized self-starter, result oriented, and a passion for scaling new products
• Excellent client engagement and relationship management skills with collaborative approach to stakeholder management
• Ability to learn and acquire knowledge in new solutions and technologies

Good to Have

• Subject Matter Expertise in multiple areas such as card payments, payment technologies, loyalty services
• Experience of working with Issuers, Acquirers, Merchants & Merchant Partners in the Asia Pacific region
• Team collaboration demonstrated by desire and willingness to share knowledge with a broader team

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

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.

The AP Service Experience team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What a Consultant, AP Service Experience does at Visa:

AP Service Experience team is part of Client Services organization that designs and manages a highly tailored service experience to maximize value to clients. We look across the end-to-end client service journey to design meaningful and positive client experiences at every significant moment. We partner with Product, Technology & other client-facing teams to segment our Asia Pacific clients and implement scalable strategies that enable unique and innovative solutions.

This role will focus on new payment solutions such as Visa Flexible Credential, Visa Accept, Visa Pay, Visa Recurrent, and Stablecoins. The role holder has the unique and exciting opportunity of leading and deploying new capabilities for Issuers, Acquirers, Merchants and Merchant Partners. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments’ ecosystem. This is a senior level individual contributor role reporting into Director, AP Service Experience.

In this role, you are expected to:

• Design and enable delivery of a scalable and repeatable and effective client service experience from implementation to support for new solutions, while anticipating and planning for deviations to intended experience
• Lead client technical solutioning discussions with a client centric mindset
• Lead client pilots of new solutions
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization
• Lead initiatives that impact clients from a business operations perspective including changes to current products, implementations of new products and the business and digital release cycle
• Become subject matter expert in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
• Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, API field data, and leveraging Visa tools
• Be accountable for delivering agreed objectives. Responsible for own workflow assignments and must be able to be a fast responder and be proactive in resolving problems and meeting deadlines
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

Why this is important to Visa:

AP Service Experience is an important element of Visa Inc.’s vision of digitizing payments through additional channels. This role is key to execute Visa’s strategy for Consumer & Value-Added Services (VAS) to achieve the targeted goals for the company.

Qualifications

What you will need:

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Bachelor’s Degree in Computer Science, Technology or equivalent
• A minimum of 8+ years’ experience in product/project management or product development in the payments industry
• Functional Project management experience in a client facing role
• Understanding of digital payments and web-based technology including HTML, web-based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Organized self-starter, result oriented, and a passion for scaling new products
• Excellent client engagement and relationship management skills with collaborative approach to stakeholder management
• Be able to learn and acquire knowledge in new solutions and technologies

What will also help:

• Subject Matter Expertise in multiple areas such as card payments, payment technologies, loyalty services gained through years of experience supporting clients and new product initiatives within a payment-processing environment
• Experience of working with Issuers, Acquirers, Merchants & Merchant Partners in the Asia Pacific region
• Team collaboration demonstrated by desire and willingness to share knowledge with a broader team, be receptive to new ideas and changes to the standard operational procedures

Projects you will be a part of:

This is an incredibly exciting time to join the AP Service Experience team. You will be operating in a fast paced, unstructured environment to contribute establishing new product lines. You will work with Visa clients to deploy and operationalize new solutions by collaborating with a high performing team.

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.