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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.
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Job Description
Fleet and Travel Sr. Implementation Manager
Visa Business Solutions provides issuers and their corporate clients a suite of value added services, products and capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors and reporting. They also provide analysis for corporates in order to make informed business and financial decisions about employee and company spend. Business Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Senior Manager Implementations and Account Management provides strategic support to CEMEA financial institutions and partners regarding Visa suite of Fleet product and payment support. This role will be a subject matter expert on Fleet and will function as consultant to very large strategic clients and internal stakeholders and x-functional teams, ensuring clients and Visa objectives are achieved.
Job Scope
Owns the implementation of the Partner and Fleet solution and ongoing operational support needs and overall client operational relationship. This role is an individual contributor with indirect management of x-functional teams and partners at an advanced staff level is responsible for applying independent judgment in managing projects, resolving issues, making recommendations and oversee the implementation projects on 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 provide detailed project management, meetings management, product training and ongoing support.
Essential Functions
- Lead cross regional or cross-functional customer service & implementation delivery and initiatives.
- Manage and own all facets of operational relationship with our Fleet processing partners.
- Provide insight and input within cross-functional Visa organizations for Fleet product and processing.
- Consult and collaborate with financial institution clients and partner institutions and provide technical expertise to structure effective programs.
- Coordinate directly with client to understand program set up requirements and facilitate new program installations, conversions and business requests without client impact.
- Report customer project accomplishments and deliverables and service success and issues to management.
- Serve as an escalation point for complex service issues and projects implementation issues.
- Build and enhances positive working relationships with key Visa client institutions, partners and internal stakeholders.
- Act as liaison for the client, provide problem management, proactive identification of issues and processing efficiencies, service change support and system and 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 chronic client 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 x-functional projects.
- Provide leadership and communication, 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 & external stakeholders.
- Lead and oversee the implementation of Fleet product using Project Management Methodology best practices and skills.
- Continuously monitor progress, customer feedback, and provide status updates and project milestones to the project team, senior management, the clients, and partners, via regular reporting and status meetings.
Qualifications
Basic Qualifications
- 8 years of work experience with a Bachelors Degree or at least 5 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.
- Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
- Commercial Fleet payment card experience.
- Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic plans.
- Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
- Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.). Advance Power point 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.
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
- 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.
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.
