Job Description
Provide insight, consultancy and operational development plans to both internal and external stakeholders. Perform post-implementation monitoring and report violations which require invoking the Compliance Programme.
Develop and manage short term operational initiatives and client-driven continuous improvement plans.
Provide proactive operational support to ensure that both the client and Visa are operating in the most effective and cost efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing).
Identify and analyse processing problem with customer impacts; communicates ongoing situation status; Reports SLA performance and develops improvement plans to address chronic customer problems.
Identify operational process improvements, whilst spotting out revenue-generating and/or cost-saving opportunities
Proactively identify and seek client buy in for processing improvement opportunities
Building relationships with clients and acting as a liaison between them and Visa groups to develop their operational business
Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
Building client relationships and act as reference point on operational issues related to new and non-traditional products and services and make decisions to implement resolutions to time critical situations.
Considered the functional expert for processing and operational business, providing operational and product based expertise and guidance with a view to client operational readiness and effective implementation
Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
To brief and train key clients in aspects of compliance programs that will impact clients businesses
Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.
Qualifications
Bachelors/Degree or equivalent work experience. Typically requires a minimum of 5-7 years progressively responsible experience in customer service, project management and technical support role in the financial or information technology industry.
Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
High Knowledge of VisaNet Integrated Payment (VIP) and Base II systems, EMV and Visa Integrated Circuit (VIS) technical specifications so that second level technical support can be provided to clients and internal teams.
High knowledge of the electronic payments landscape including mobile and internet payments is a plus.
Exhibit advanced planning, organizational and problem solving skills.
Excellent verbal, written, presentation and interpersonal skills are required.
Demonstrated strong leadership capabilities and project management skills.
Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative team work spirit
Fluency in French and English languages is a must.
Candidate must have the ability to travel.
Additional Information
Exposure to East Africa Region is preferred
Good command of English language
Client/Customer ServicesKenyaVisa
