Client Services Implementation Project Manager

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Visa France has developed over time a specific capability to develop locally products that respond to specific market demand or facilitate adoption of global products. Those products are called transactional Value-Added Services (VAS) as they bring value to clients and Visa and are related to securing and facilitating Visa payment transactions. As part of these Transactional VAS, Visa provides to their clients Digital & E-Commerce solutions (ACS, Virtual Card for e-Commerce).

This role is primarily focused on the delivery, project implementation, service management, and continuous improvement of the ACS Service for French clients. In addition, the role may lead or support projects, client engagements, and service evolution initiatives related to other local transactional Value-Added Services within Visa France.

Key accountabilities:

Service Management:

Drive the relationship with the Client for the ACS service for quality of service and metrics related purposes

Day-to-day, lead all Service management tasks for the ACS service

Set reportable metrics to measure and maintain performance and health of the service

Prepare the Monthly Service Review for each client to monitor the KPI, SLA and Penalties defined in the agreements between Visa and the clients

For each client, lead a quarterly Service Review presentation.

Work with all internal stakeholders in T&O and Product to be able to provide to clients a complete view of the service and to be able to present its activity with all the service indicators (including audit actions, security issues, BCP)

Organize and lead the Client’s Service Review committees on a regular basis for each client: organize all the meetings, prepare the Client’s Service Review Deck, lead the meetings and write the meeting minutes

Following these meetings, keep records of customer interactions with details of action to follow-up and action taken

Ensure that all client questions, requests, issues related to the quality of the service are processed internally

Report on Client’s requests for modification, deletion of existing SLAs and addition of new SLAs. These requests will be addressed by the Client ‘s Steering committee for approval and for contract amendment by the contract manager

Regarding quality, define and implement action plans to resolve issues and improve the service delivery

Report to the Client Services Senior Project Manager

Manage all the clients facing service quality management documents (reporting, actions follow up)

Contribute to the development and management of the service contracts, in the context of relations with clients if needed

Serve as the designated backup for other transactional VAS Service Management activities, including monthly and quarterly Service Reviews, client reporting, SLA tracking, and stakeholder coordination.

Project Management:

Driving the relationship with the Client for the transactional VAS (commercial proposal, be the point of contact once the services has been launched)

Day-to-day, leading all the project management tasks

Manage the clients’ requests / needs

Scope up the project (business requirements, delivery plan, costs)

Organize and lead workshops, projects committees, steering committees with the clients

Write the commercial proposal

Coordinates the client changes internally with the other services and with the suppliers

Follow the projects milestones to deploy evolutions in time and follow the delivery of the security assessment

Ensure that client questions, requests, issues are addressed and processed internally

Report (projects status, updates and warning) to the Client Services Senior Project Manager

Manage all the clients facing project documents (planning, actions follow up, reporting)

Provide support and information on the VAS (Roadmap, Workshop, User Guide, FAQ …) to the banks

Anticipating ecosystem trends & developments and recommending innovative and creative solutions to Client Services: identification of new opportunities, documents of clients’ needs and business case developments

Anticipate customer needs and find new opportunities to propose Visa services in collaboration with the Products and Sales team.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Good knowledge of card payment transactions (authentication, authorization, clearing and settlement, fraud)

Knowledge & deep insights across the French payment industry and technical environment (domestic scheme and processing CB/Stet, bank connectivity, ...) is a plus

Must be an excellent communicator and speaker both online in written interactions and face-to-face customer service interaction

Be at ease with technology – proficiency in MS excel and MS PowerPoint

Analytical skills - with strong experience managing and manipulating datasets

Attention to detail related to numbers, format and writing style

Good problem-solving skills and ability to develop creative solutions

Ability to shift priorities and demonstrate proactive willingness to help others

Strong team player, highly collaborative, ability to work across multiple teams in a matrix organization

Strong organizational skills and autonomy (delivery focus)

Sense of synthesis, rigor and autonomy

Good professional English level

French speaking (mother tongue or bilingual)