Service Experience Consultant, AP Go-To-Market Services (Product Delivery, API integration, implementation consultant) (8+years)

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

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 Go-To-Market Services team shapes transformative client service experiences for new product solutions and leads the charge in delivering seamless, end-to-end implementations of Value-Added offerings to ensure clients’ success.

What a Consultant, GTMS Service Experience does at Visa:

AP Go-To-Market Services team is a dedicated team partners with Product and Technology to support client focused product and solution development while advocating for the Client and Client Services team. We enable Client and Client Services teams to successfully deploy and support products solutions in a consistent, scalable as well as repeatable way across Asia Pacific (AP) region.

This role is responsible for delivering services and enabling complex initiatives that lack predefined instructions, through individual contributions and matrix management. It includes partnering with Product teams to understand the strategic roadmap and interpreting and communicating both Client Services priorities and client needs. This role holder will be defining the support and implementation plan, executing initial pilot clients or use cases and defining a plan to migrate support to core Client Services teams with a focus on operational efficiency and scaling to support the product pipeline.

In this role, you are expected to:

• Design and enable delivery of a scalable, repeatable and effective client service experience from implementation to support for new products and solutions, while anticipating and planning for deviations to intended experience
• Define transition plans to migrate support to wider Client Services teams with a focus on operational efficiency and optimization
• Partner with Product and Technology teams to develop artifacts, training materials and presentations for the Client Services team
• Be the primary liaison with various Product and Technology team to identify client impacts, support and implementation gaps, assist in resolution of gaps prior to product rollouts
• Manage and execute new product and solutions pilot deployment, lead as Project manager to coordinate directly with pilot clients to analyze services and platform requirements to support the business and formulate implementation solutions
• Act as the “voice of the customer” internally to continually enhance the service experience
• Execute key initiatives that may impact clients from a business operations perspective including changes to current products, business and digital release cycle
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Responsible for own workflow assignments and must be able to be a fast responder and be proactive in resolving problems and meeting deadlines
• Constantly create good functional collaboration with internal and external stakeholders
• Be an active contributor in the creation of a high-performing, supportive, and inclusive team culture.

Why this is important to Visa:

The Visa Acceptance Platform, also known as Cybersource, is an important part of Visa’s Value-Added Services and broader payments ecosystem. This role supports Visa’s strategy by helping clients successfully implement and adopt Cybersource solutions, while designing consistent and scalable service experiences from implementation through post-launch support. By partnering with Product, Technology, Client Services, and clients, the role helps strengthen implementation readiness, improve the client experience, and support Visa’s continued growth in digital payments and acceptance solutions.

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 with at least 8+ years of experience in product or project management or product development in the payments industry

• Functional project management experience in a client facing role

• Working knowledge of core transaction processing (message routing, authorization, clearing and 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.

• 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, client-centric, analytic, collaborative, understands and can translate complex issues and speaking to impact and priority

• Excellent client engagement and relationship management skills with collaborative approach to stakeholder management

• Be able to learn and acquire knowledge in new technologies in keeping step with market developments

What will also help:

• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment

• Experience of working with Issuers, Acquirers, and Processors 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 Go-To-Market Services team. You will be operating in a fast paced, unstructured setting to support new Visa Net Infrastructure, VAS products, solutions and be part of the bi-annual Business Enhancement Release working team. You will work with Client Services team and Visa clients to deploy new product solutions or  use cases, system enhancements and future strategic product launches by collaborating with a high performing team.

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.