Senior Client Implementation Manager

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.

What’s it all about?

The Implementation Management Office (IMO) is responsible for managing end-to-end lifecycle of client or network partner implementations (onboarding, offboarding or remediation). This is an exciting time for the Account and Wallet teams as we expand to meet growing commercial demand. We have an opportunity for a Senior Manager of Implementation to lead the team across NA and LAC. You will provide expertise as an individual contributor on client implementations alongside leading the local team and driving the standards as we build for scale and acceleration whilst maintaining the regulatory requirements of the cross border VPL payments. This role may include:

• Serving as the SME on the Account and Wallet implementations within our regulated entity and framework.
• Contact point for in region escalations on client implementation activity.
• Provide project management expertise and conduct 4-eye checks for quality control within governance framework.
• Manage some of the client implementations as an individual contributor alongside the team
• Work with internal teams to build a robust reporting/governance mechanism for high priority changes affecting inflight implementations.
• Co-ordinate the lessons learned workshops and identify opportunities for improvement within the team and across all associated client onboarding workstreams.
• Deputy to the Implementation Director as required.

Essential Functions

What we expect of you, day to day.

This role will report to the Director, Client Implementation (Global) and shall:

• Manage key client implementations end to end, driving stakeholders forward to launch as efficiently as possible.
• Ensure risks are accounted for and that an appropriate risk management process is in place and followed appropriately by the regional implementation team as part of the IMO Governance model.
• Anticipate issues and delays that may occur and put contingency plans in place as appropriate.
• Respond to escalations and challenges that arise and represent the implementation team as required.
• Manage the relationship with both internal and external senior stakeholders, escalating to global leads where pan regions and global team can benefit.
• Work with others to utilize multiple information sources to resolve complex problems, identifying potential solutions and recommendations.
• Act as the Client Implementation SME for multiple initiatives and work closely with the Commercial, Compliance, Network, Product and Technology teams to ensure that we act as One Visa (both internally and externally) and can identify and assist in the resolution of obstacles that may arise.
• Engage and collaborate with internal stakeholders to identify Client impacts of any product or process changes and define required modifications to onboarding and support discussions to address enhancements.
• Responsible for the partnership with Service teams to ensure smooth transition of clients into business-as-usual (BAU) support model.
• Support the knowledge acquisition of the team with regular training and cross skill reviews.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications
• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications
• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Minimum 3 years’ experience in people leadership driving performance of a team and leading by example with a hands-on approach.
• Minimum 8 years of experience in project management or program management.
• Excellent skills in drafting presentations, reports, communications, to effectively convey critical needs.
• Knowledge of non-card payment processing preferable.
• Technical knowledge of digital solutions including APIs.
• Strong technical aptitude with the ability to absorb technical information, apply to business solutions, and convey to non-technical audience desirable.
• Able to set priorities, influence others, and manage client and stakeholder expectations.
• Demonstrated success in client facing role as a key point of contact.
• 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.
• Strong interpersonal skills and proven abilities in negotiating with and influencing clients and internal stakeholders at all levels.
• Analytical mindset with an ability to question status-quo and generate innovative solutions.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word) and preference for advanced tooling to drive AI and Automated solutions.
• Excellent time management, organization, and planning skills are essential.
• Hold relevant project management qualifications (e.g. Prince II, Agile)
• Business languages: English and Spanish

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $117,000 to $153,000 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.