Implementation Analyst

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 endpoints, products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What the Implementation Analyst does at Visa:

This position serves as Visa Project Manager for endpoint implementation services provided to Clients (Banks). This is an individual contributor responsible for solving complex problems and taking a broad perspective to identify innovation solutions. This role serves to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features and functionality.

In this role, you are expected to:

• Provide project management support to Visa client institutions and processors in assigned region to ensure customer expectations are exceeded.
• Coordinate directly with customers to understand endpoint / card program set up requirements and facilitate endpoint connectivity / card program installations, conversions and maintenance requests without customer impact.
• Report customer project accomplishments and deliverables to management on weekly or monthly basis.
• Manage non-routine, complex processing and change requests, as well as short-term tactical and strategic customer initiatives.
• Build and enhance positive working relationships with key Visa client institutions, processors and internal stakeholders.
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Represent customer system and processing requirements to internal Visa organizations.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Coordinate internal resources to ensure delivery on commitments.
• This position requires off scheduled work including late evenings / weekends / Public Holidays in support of client and company configuration changes and associated post-production validation

Why this is important to Visa:

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. 

Projects that you will be a part of:

This role manages the efforts of Visa technical and business resources, leads project discussions with Visa Clients (banks) to achieve a timely and error free implementation of new Visa endpoints, products and services and/or add-on of Visa programs.

Additional information

Working Hours: Incumbent must make themselves available during core business hours. May require occasional meetings outside of core business hours to connect with global partners and clients.

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

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, Information Technology or equivalent work experience in a business analyst role in software or financial services
• 5 years of experience in project management or customer support role in software, financial or information services
• Candidate is required to interact with stakeholders in US / India / Singapore, hence the ability to speak/write English fluently is a must
• Working knowledge of Visa’s payment processing systems including message routing, authorization, clearing & settlement and client connectivity a plus
What will also help:
• Excellent time management, organization, and planning skills are essential.
• Able to set priorities, influence others, and manage customer expectations.
• Ability to synthesize and translate technical information and apply to business solutions.
• Demonstrated success in customer relationship management.
• Self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team.
• Able to effectively prioritize and multi-task under tight deadlines.
• Strong verbal, written, presentation and interpersonal skills are required.
• Candidate may be required to help support the Asia market hence the ability to speak/write other Asian language is an added advantage.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).

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.