Technical Solutions Manager, VCS

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

Job Scope

Owns the strategic and ongoing operational support of the Partners’, Fleet solutions and clients. This role is an individual contributor and is responsible for applying independent judgment in managing clients’ expectations, resolving issues, making recommendations, and overseeing the Fleet issuing, acquiring, and Fleet Management Platform. Identifies opportunities and risks, engages Sales, Product, Client Service teams, and Technology to proactively address in partnership. The individual will provide subject matter expertise on fleet and fuel merchant, fleet product and solutions, and for other VCS products and solutions when required, meetings management, product training, and ongoing support.

Essential Functions

• Manage and own all facets of operational relationship and service supports with our Fleet/VCS processing partners and clients.
• Provide insight and input within cross-functional Visa organizations for Fleet/VCS products and processing.
• Consult and collaborate with clients and partners and provide technical expertise on Fleet/VCS products, processes, payment cards, systems.
• Coordinate directly with clients on various topics (business requests, issues, etc.) without client impact.
• Serve as an escalation point for complex service issues and project implementation issues.
• Build and enhance positive working relationships with key Visa clients, partners, and internal stakeholders.
• Act as liaison for the client, provide problem management, proactive identification and resolution of issues, service change support, and system/platform enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives.
• Represent complex customer enhancement requests, system or operational requirements, negotiate and manage expectations internally and externally.
• Identify and analyze processing issues and trends with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally, and develop improvement plans to address problems.
• Responsible for own projects and work-flow assignments and must be able to take the initiative to resolve problems and meet deadlines for own and cross-functional projects.
• Responsible for escalating to department management when issues arise that might jeopardize problem resolution.
• As a subject matter expert, acquire and maintain a deep understanding and technical expertise of Fleet processing services to train internal and external stakeholders.
• Lead cross-regional or cross-functional customer service & support delivery and initiatives.
• Liaise with the implementation team of Fleet product when required.
• Report accomplishments, deliverables, and service success and issues to management.
• Continuously monitor progress, customer feedback, and provide status updates to senior management, clients, and partners, via regular reporting and status meetings.
• Coordinate when required to assist with SOW discussions, sourcing, and controllership discussions ensuring compliance with vendor management.

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

• 5 years of work experience with a bachelor’s degree or at least 3 years of work experience with an Advanced Degree e.g. Masters, MBA, JD, MD. Work experience in a customer support role in financial services, payment card, commercial fleet card, software or information services experience is required.

Preferred Qualifications

• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Commercial Fleet systems and/or Fleet payment card experience.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic plans.
• Knowledge of Software as a service and API integration.
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.). Advance PowerPoint for professional presentations.
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to set priorities and influence others.
• Ability to manage customer expectations internally and externally, and work both as part of a team and independently.
• Demonstrate success in customer service and relationship management.
• Excellent verbal, written, presentation, and interpersonal skills.
• Strong project management skills.
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Superb proficiency with troubleshooting and resolving complex issues.
• Ability to travel for work 10% of the time or as needed to support business, based on assigned clients.

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.