Client Configuration Management Professional (Analyst to Sr. Consultant)

Visa Philippines Business Processing Center, Corp.; Pasay; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

Visa Philippines Business Processing Center, Corp. is seeking a skilled Consultant to provide dedicated implementation and configuration support to Visa clients across markets.

You will coordinate multi-team resources, lead client onboarding, and ensure timely, accurate communications and delivery of complex configuration changes. You will participate in on-call rotations, manage project kick-offs, and act as a subject matter expert on CCM-related client setups.

Qualifications

• Bachelor’s Degree in Business, Finance, Computer Science, or Information Technology, or equivalent qualification
• A minimum of 5 to 10+ years in a customer support role in software, financial or information services; Visa experience preferred
• Experience using MS Office tools (Outlook, Teams, Excel, PowerPoint, Word, etc.)
• Excellent time management, organisation, and planning skills
• Excellent verbal, written, presentation and interpersonal skills
• Ability to translate technical terms into business language
• Ability to set priorities, influence others, and manage customer expectations
• Self-starter with the ability to deliver results in a team
• Knowledge of client business drivers related to operations and processing services
• Ability to remain calm in high-stress situations
• Ability to follow processes and adapt to change

Responsibilities

• Provide dedicated implementation and configuration support to Visa clients within a market or countries/markets
• Coordinate resources across teams to meet tight deliverables
• Provide initial consultation and guidance on client requests and needs
• Manage client program installations, processor conversions and updates with minimal customer impact
• Participate in on-call rotation for escalation and problem resolution
• Attend project kick-off meetings with client and Visa project team
• Provide timely and accurate communications to stakeholders
• Review client configuration requests for completeness and accuracy
• Ensure execution of deliverables including ownership of requests
• Prepare accurate estimation and processing of billable tasks
• Provide 24x7 support for escalated inquiries related to client configuration changes
• Evaluate incidents and share lessons learned with teams
• Act as SME within CCM and related to client configuration setups
• Lead internal meetings and coordinate with cross-functional teams
• Negotiate with Visa teams to ensure delivery commitments
• Coordinate emergency requests and internal resources
• Develop and contribute to department processes and procedures
• Lead training to internal and external teams as applicable
• Review and approve team members’ implementation work packets
• Be a point of contact outside business hours for critical issues
• Drive process improvements to increase service quality and customer satisfaction
• Project work includes strategic client initiatives and cross-functional collaboration

Skills

Client engagement

Time management

Communication

Problem solving

Prioritization

Education

Bachelor’s Degree in Business/Finance/CS/IT

Tools

MS Office (Outlook, Teams, Excel, PowerPoint, Word)

Job description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

• Provide dedicated implementation and configuration support to assigned Visa clients within a market and/or support to assigned countries/markets

• Manage multiple types of complex configuration requests in support of client and Visa initiatives.This involves the coordination and prioritization of resources from various teams, and new processes to be developed based on committed and tight deliverable dates

Client Engagement & Support

• Provide initial consultation and guidance on clients’ requests and needs

• Coordinate directly with clients to understand program set up requirements and manage steps required to support all new card program installations, processor conversions and updates to existing programs without customer impact

• Participates in on-call rotation for event management serving as escalation and resolution contact point for both internal and external clients

• Attends project kick off meetings with client and Visa project team

• Provide responsive, accurate, and timely communications to internal and external stakeholders

Systems Management

• Review, research, and analyse each client configuration request in detail to ensure completeness and accuracy

• Ensure execution of all deliverables including ownership of implementation requests

• Prepare accurate estimation and processing of billable tasks

• Provide problem resolution support for production and testing configuration changes

• Provide 24 x 7 support for escalated inquires related to client configuration changes

• Evaluate incidents and document/share lessons learned with teams

Team Support

• Act as lead for corporate and/or client initiatives – both internal and external – using best practices, lessons learned, and technical/analytical skills

• Assess operational opportunities to increase service quality or efficiency within department

• Proactively identify, recommend and execute on agreed opportunities for process improvement resulting in improved efficiency and effectiveness, and increased customer satisfaction

• Acts as a subject matter expertise (SME) within CCM and within company as it relates to client configuration set ups

• Ability to demonstrate subject matter expertise and knowledge specific to clients’ system and processing set up from a technical and/or operational perspective

• Act as on-call point of contact for activities that require CCM’s assistance outside of business hours.This may be in support of an external client or internal issue. For example, be available after business hours in the event a system or edit job fails and requires changes to avoid client impact on the committed date

• Facilitate and lead internal meetings, as applicable

General

• Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e. Account Management, Project Management, & Testing)

• Prepare and lead training to internal and/or cross-functional teams and external clients, as applicable

• Responsible for the review and approval of other team members’ implementation work packets. These work packets represent the Visa system table changes involved within a client’s request and requires a review in multiple Visa applications. The Consultant provides the second review/approval for complex and large project initiatives (i.e. major client brand conversion)

• Negotiate amongst various Visa teams and coordinate resources to ensure delivery on commitments

• Facilitate any emergency requests and coordinate internal resources (i.e. real time changes with network operations)

• Develop and contribute to department processes and procedures

Qualifications

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 in Business, Finance, Computer Science, or Information Technology, or equivalent qualification

• A minimum of 5 to 10+ years equivalent experience in a customer support role in software, financial or information services. Direct Visa experience is preferred

• 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

• Working knowledge of client business drivers as it relates to their operations and processing services

• Able to remain calm and professional in high stress situations

• Ability to follow processes, procedures and adjust to a continuously changing environment
  

What will also help:

• Demonstrate success in customer relationship management
  Working knowledge and functional experience in bankcard operations, preferably Visa, supporting complex clients and/or services

• Working knowledge of Visa systems including VisaNet systems tables, authorization & clearing systems, client connectivity, and other related Visa applications supporting client programs

• 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 opportunity to work on strategically important projects for clients and Visa.

• Working with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients

• Understanding the new products and services requirements and coordinate internal resources to accomplish

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 days a week.