The Senior Manager, Implementations has a versatile role, combining the duties of an Sr Implementation Consultant and a People Manager. This position involves leading a dedicated team of Implementation Specialists as well as consultants and ensuring the delivery of exceptional technical project support.
The role will require you to work with senior leadership and cross-functional teams to implement changes that drive improvements to the customer experience. The position supports the team and enterprise clients, interacting directly with new and existing customers, business and technology partners and multifunctional Visa and Cybersource internal stakeholders. The Implementation Senior Manager will also be responsible for supporting high profile customers to ensure they receive the most comprehensive support possible.
In this role, you are expected to:
Facilitate strategic development and thought leadership for the Cybersource Implementation Services team.
Lead, coach and review a team responsible for assigned projects for our clients
Develop and deploy, with managers, peers and Product offices, the technical implementation strategy for assigned Asia Pacific clients.
Support clients to deliver award winning customer satisfaction.
Develop talent within the team to provide world-class Implementation Support for Cybersource Accounts.
Manage the team to follow consistent processes and use tools to meet the organization’s goals.
Ensure timely and effective resolution of merchant projects, collaborating with other functional groups as needed and consistent with enterprise technical support metrics.
Establish and maintain strong relationship with global Visa staff in Client Services, Product, Technology or Operations and Sales.
Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams.
Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
Be the main point of contact for complex escalations and provide resolutions independently. influences wider market function regarding Client Services practices, procedure and policies
Why this is important to Visa:
The Senior Manager, Implementations is the cluster lead for Implementation Consultants and Analysts. They are also the central operators of Value-Added Services business teams across Asia Pacific market teams and clients. To be successful as a Senior Manager, you will need to become a strong leader, a subject matter expert, a great coordinator of programs and thrive in a strong teamworking culture. Your ability to support the Value-Added Services business will directly impact our clients' trust in our brand and technology in the payment industry and money movement ecosystem.
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.
What you will need:
We are looking for an individual who brings a breadth of experience, a curiosity about payments, and is results-driven and client focused. As a candidate, you should have:
• A minimum 10 to 12 years’ work experience, with being in a Customer Support or Implementation Management role strongly preferred.
• Experience in managing a team with strong leadership, in ever changing environments
• Bachelor’s degree in computer science, Information Technology or equivalent or 5 years with an Advanced degree
• Excellent influencing and negotiation skills.
• Highly effective communicator
• Self-starter with proven abilities in organizational, conceptual, and logical resolution skills
• Ability to manage assignments of diverse scope and complexity requiring significant initiative and good judgment.
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent.
• Working knowledge in payments, fraud, digital security, operations, return on investment, cost and benefit assessment, or a combination of these.
• Excellent verbal, written, presentation and interpersonal skills required.
• Proven track record of a strong customer focus
• Comprehensive understanding of Cybersource Reseller Partner model required (can be learned)
• Strong understanding of technical concepts, programming languages (Java, C or C++, Perl, etc.), and markup languages (HTML, XML)
• Ability to manage multiple, concurrent priorities across merchant projects and production issues.
• Ability to articulate complex topics to both technical and business audiences.
• Ability to conduct hard negotiation with clients under stretched terms.
• Ability to learn complex concepts quickly.
What will also help:
• Minimum 5 years of payment industry experience
• Experience working with cross-functional or cross-department teams.
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment.
• Proficiency in Japanese, Cantonese, Thai, Korean or Mandarin would be considered a plus.
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.
