Implementation Analyst - Client Configuration Management

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 are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

The Client Configuration Management (CCM) team provides client configuration and implementation expertise involving a unique set of skills with highly specialized knowledge of complex systems and applications as it relates to Client programs, transaction processing/routing and its implications to clients and cardholders. Clients include financial institutions, third party processors and non-traditional Fintech clients.

What an Implementation Analyst does at Visa:

An Implementation Analyst is a client facing and an individual contributor role responsible for managing configuration activities along with identifying and resolving issues of low-to-mid complexity. This position is at a professional level and requires an individual to work independently while receiving moderate guidance.

In this role, you are expected to:

• Manage multiple types of configuration and digital enrollment requests in support of client and Visa initiatives. This involves the coordination and prioritization of tasks based on committed deliverable dates.
• Review, research, and analyze each client configuration request in detail to ensure completeness and accuracy. This includes highlighting discrepancies, inconsistences, and incomplete information.
• Ensure execution of all deliverables including ownership of implementation and packet management, accurate estimation and processing of billable tasks.
• Provide monitoring and operations support for the Client Configuration mailbox.  This includes responding to or routing incoming enquiries for resolution and internally distributing notifications as applicable.
• Extract required data, prepare and deliver query outputs/reports to support the team’s operations (for example, open and past due packets, packet pre-edit processing errors, data discrepancies across various systems).
• Highly flexible in terms of working hour schedule and availability to support exception implementation requests.
• Provide ongoing consultation and guidance on clients’ requests and needs, which also includes discussion of processing implications and completing questionnaires.
• Translate technical information into business language for clients to gain a better understanding of the changes.
• Coordinate directly with clients to understand configuration requirements and manage steps required to support updates to existing programs without customer impact.
• Attend project kick off meetings or conference calls associated with client configurations – this may include internal project team and/or external clients
• Report client incidents and provide problem resolution support for configuration issues with moderate guidance.
• Provide 24/7 on-call support for escalated inquiries or issues, both external and internal. Facilitate any emergency requests and coordinate internal resources (i.e., real-time changes with network operations) to avoid client impact.
• Contribute to identify areas for re-evaluation and provide suggestions for process improvement.
• Provide responsive, accurate, and timely communications to internal and external stakeholders.
• Meet all milestones and deliverables in a timely manner.
• Build and enhance positive working relationships with clients and internal stakeholders.

Why this is important to Visa:

The Implementation Analyst (individual contributor) develops configuration expertise in the overall set up of client programs from a business, client and technical perspective within Visa. Clients include financial institutions, third party processors and non-traditional Fintech clients. This role is responsible for providing functional and technical consultative support to internal and external stakeholders for low-to-mid complexity programs, projects and other implementation activities for clients.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

What you will need:

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

• Bachelor’s Degree in Business, Finance, Computer Science, Information Technology or equivalent qualification.
• A minimum of 5 or more years equivalent experience in a customer support role in software, financial or information services.
• Experience using standard MS Office tools (e.g. Outlook, Teams, Excel, PowerPoint, Word, etc.).
• Excellent time management, organisation, and planning skills are essential.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Demonstrate ability to articulate technical terms or processes into business language.
• Able to set priorities, influence others, and manage customer expectations.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritise effectively and multi-task under deadlines.
• Ability to follow processes, procedures and adjust to a continuously changing environment.
• Able to remain calm and professional in high stress situations.

What will also help:

• 2 to 4 years of direct Visa experience is preferred
• Working knowledge of the payment industry and Visa’s business.
• Working knowledge of payments network and transaction processing – message routing, stand-in processing, clearing and settlement

 
Projects you will be a part of:

As part of the team, you will get the opportunity to work on projects to update existing configurations for our clients in Visa’s global network to optimize their processing or enroll in new products/services. Additionally, you will support internal initiatives for analyzing data, identifying discrepancies in ensuring the integrity across various system tables

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.