Client Services Implementation Project Manager

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

Visa France has developed over time a specific capability to develop locally products that respond to specific market demand or facilitate adoption of global products. Those products are called transactional Value-Added Services (VAS) as they bring value to clients and Visa and are related to securing and facilitating Visa payment transactions. As part of these Transactional VAS, Visa provides to their clients Digital & E-Commerce solutions (Virtual Card for e-Commerce, VTSI, ACS).

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This role is focused on managing the delivery, implementation and support of transactional Value-added Services for all French clients consuming these VAS. You will partners with Product and T&O, deploy and improve process and procedures that align to the global and regional strategies, and apply working knowledge of Visa, Visa platform and Visa products to successful service management.

• Responsible for onboarding projects related to innovative Digital & e-com solutions within Clients Services team.
• Responsible for the client high-level business requirements gathering (Technical, Business, Regulatory) for the transactional VAS.
• Responsible for sharing and aligning client demands with Product and Technology & Operation Partners (such as Service Design and Production Operation).
• Responsible for leading projects, ensuring that clients projects are delivered in time, on budget and with quality leads in a customer facing environment.
• Perform the Client’s Service Review for the concerned services, monitor, report the activity and the quality of the service and identify potential Service improvement.

1) Project Management

• Drive the relationship with the Client for the transactional VAS (commercial proposal, be the point of contact once the services has been launched)
• Day-to-day, leading all the project management tasks
  • Manage the clients’ requests / needs
  • Scope the project (business requirements, delivery plan, costs)
  • Organize and lead workshops, projects committees, Steering committees with the clients
  • Write the commercial proposal
  • Coordinates the client changes internally with the other services and with the suppliers
  • Follow the projects milestones to deploy evolutions in time and follow the delivery of the security assessment
  • Ensure that client questions, requests, issues are addressed and processed internally
  • Report (projects status, updates and warning) to the Client Services Senior Project Manager
  • Manage all the client facing project documents (planning, actions follow up, reporting)
  • Provide support and information on the VAS (Roadmap, Workshop, User Guide, FAQ) to the banks
• Anticipating trends and developments in the external environment and recommends innovative and creative solutions to Customer Services issues: identification of new opportunities, documents of clients’ needs and business case developments
• Anticipate customer needs and find new opportunities to propose Visa services in collaboration with the Products and Sales team

2) Service Management

• Drive the relationship with the Client for the Virtual Card for e-Commerce for quality of service and metrics related purposes 
• Day-to-day, lead all Service management tasks for Virtual Card for e-Commerce
  • Set reportable metrics to measure and maintain performance and health of the service
  • Prepare the Monthly Service Review to provide a service performance review to each client to monitor the KPI, SLA and Penalties defined in the agreements between Visa and the clients
  • For each client, lead a quarterly Service Review presentation
  • Ensure that all client questions, requests, issues related to the quality of the service are processed internally
  • Report Client’s requests of modification, deletion of existing SLAs and addition of new SLAs. These requests will be addressed by the Client ‘s Steering committee for approval and for contract amendment by the contract manager
  • Regarding quality, define and implement action plan to resolve issues and improve the service delivery
  • Report to the Client Services Senior Project Manager
  • Manage all the client facing service quality management documents (reporting, actions follow up)
• Contribute to the development and management of the service contracts, in the context of relations with clients if needed

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 3 set days a week (determined by leadership/site)

Qualifications

• Project Management supporting complex clients and / or services
• Experience working in the bankcard operation or in a financial service environment
• Good knowledge of card payment transactions (authentication, authorization, clearing and settlement, fraud management)
• Knowledge & deep insights across the French payment industry and technical environment (domestic scheme and processing CB/Stet, bank connectivity is a plus
• Coordination, planning and organizational skills
• Ability to shift priorities and demonstrate proactive willingness to help others
• Understanding of how decision may affect other teams and contribute to broader success
• Strong team player, highly collaborative, ability to work across multiple teams in a matrix organization
• Must be an excellent communicator and speaker both online in written interactions and face-to-face customer service interaction
• A can do mentality – demonstrating a real passion for making things happen and for achieving stretch targets
• Good problem-solving skills and ability to develop creative solutions
• Analytical skills - with strong experience managing and manipulating datasets
• Be at ease with technology – proficiency in MS excel and MS PowerPoint
• Attention to detail related to numbers, format and writing style
• Sense of synthesis, rigour and autonomy
• French native speaker with excellent command of both written and spoken English

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.