Acceptance Solutions Service Enablement the team responsible for the end-to-end user journey and support servicing model for clients: Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions. Acceptance Solutions is one pillar of the Value-Added Services global servicing and support team working with clients worldwide to develop and deliver the best servicing and support model for Visa.
The Service Enablement team is the liaison between Client Services and internal teams. This role is recognized as a thought leader and authority on client enablement functions and needs. This role prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements.
What You’ll Do, Day To Day.
Hold teams accountable to improve the client experience through data driven projects that tie to OKRs and goals
Maintenance and creation of all artifacts such as end to end journey maps
Visio mapping to document regional and functional processes to highlight where we have differences and inefficiencies, and leverage as a tool to identify areas of opportunity. This will also serve as a resource to share with stakeholders
Continuous improvement to existing services and processes
Maintain a continuous path of global CS communication to provide timely feedback to Product
Identify/prioritize key product needs, dependencies with regions, define success measures and track status with internal teams
Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
Support Client Services as an escalation contact for improving the client experience
Responsible for workflow assignments and maintain commitments toward taking initiative to resolve problems and meet deadlines
Provide governance to meet target milestones
Streamline internal processes to enhance effectiveness
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.
