Client Experience Enablement Lead

Member Access Processing; Poland; Remote; PLN 308,000 - 334,000; Full time

Job summary

A leading payment processing firm in Poland is seeking a Client Experience & Enablement Lead to manage client onboarding and ensure operational effectiveness. This role requires expertise in Visa DPS systems and strong project management skills. Candidates should have a bachelor's degree in Business or Finance and proven experience in client services. The position offers a salary ranging from $85,000 to $92,000 per year.

Qualifications

• Proven experience in client onboarding and training coordination.
• Strong understanding of Visa DPS systems and MAP products.
• Ability to manage multiple priorities effectively.

Responsibilities

• Monitor client-impacting updates from Visa DPS.
• Lead coordination efforts during the onboarding phase.
• Ensure clients are prepared for training activities.

Skills

Client onboarding

Communication

Project management

Analytical skills

Cross-functional collaboration

Education

Bachelor's degree in Business or Finance

Job description

Member Access Processing (MAP) is a trusted leader in payment processing solutions. We provide secure, efficient, and tailored services to financial institutions and businesses, enabling seamless transactions for their customers. With a focus on innovation, reliability, and customer satisfaction, MAP is committed to delivering cutting-edge technology and exceptional service in the ever-evolving world of payments. We pride ourselves on creating a positive, collaborative work environment where our employees can grow and make a meaningful impact.

Overview

The Client Experience & Enablement Lead plays a critical role across Training and Client Services ensuring seamless client onboarding, readiness, and impact resolution. This role bridges functional teams, monitors client-impacting events, and coordinates cross-functional efforts to deliver consistent and high-quality external and internal client experience.

Key Responsibilities

CLIENT IMPACT MONITORING & ANALYSIS

• Monitor Visa DPS and Visa Business News for client-impacting updates
• Assess and document impacts, identifying affected clients and internal stakeholders
• Act as an internal cross-functional communication and escalation coordinator for Visa and Visa DPS Client impact events; ensuring accountability and resolution

CROSS FUNCTIONAL COORDINATION

• Lead coordination efforts across teams during the onboarding phase into Training and Client Services by scheduling meetings, recommending action steps, and tracking progress
• Support Client Services in crafting client communications without requiring full ownership of impact management

CLIENT ONBOARDING & READINESS

• Partner with Project Managers on readiness reviews with internal stakeholders and clients to ensure clients/projects are fully prepared for training activities
• Once in Production, review and validate client configuration forms for accuracy and alignment; maintain visibility as any discrepancies are remediated with appropriate teams
• Review clients’ onboarding products and processes, consulting with them to ensure operational effectiveness with their systems/processes and MAP/Visa DPS products.

SUBJECT MATTER EXPERTISE (SME) SUPPORT & ENGAGEMENT

• Combines deep expertise with the ability to identify and mobilize the right resources to drive impact
• Disputes: Provide onboarding support and guidance
• VDM Reporting: Assist operations and clients with VDM reporting requests, including training clients in report generation and supporting new hire onboarding with VDM tools
• ISSUE MANAGEMENT & RESOLUTION
• Identify and track onboarding system issues post Go Live in Production, follow up with appropriate teams and ensure timely resolution
• Maintain a client issue log, root cause analysis repository and escalate items to appropriate personnel

Skills & Qualifications

EDUCATION

• Bachelors degree in Business, Finance, or related field preferred.

QUALIFICATIONS

• Proven experience in client onboarding, training coordination, and operations
• Strong understanding of Visa DPS systems and MAP products
• Excellent communication, project management, and analytical skills
• Ability to work cross-functionally and manage multiple priorities

PHYSICAL REQUIREMENTS

• Sit and work for prolonged periods of time (75-100%). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Read documents necessary for the daily performance of essential functions (75-100%).
• Competently operate standard office equipment: personal computer, telephone, and printer (75-100%).
• View a computer terminal for extended periods of time while producing documents, conducting research and collaborating with clients (75-100%).
• Lift boxes and equipment weighing up to 30 pounds (15-30%).
• Travel offsite and operate a motor vehicle for moderate periods of time (15-30%).

The pay range for this role is:

85,000 - 92,000 USD per year (Remote (United States))