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Company Description
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.
Job Description
Managed Services Business Program Analyst is principally responsible for change management, process improvement, data analytics, and project management. The role demands close collaboration with various teams including Contact Center Operations, the Change Management Excellence Team, Product, Contact Center Support Groups, and Customer Success Managers to ensure the timely delivery of projects. A high degree of initiative, cross-functional collaboration, and ownership is expected from the incumbent.
Key Responsibilities
Qualifications
Basic Qualifications:
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 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.
Job Description
Managed Services Business Program Analyst is principally responsible for change management, process improvement, data analytics, and project management. The role demands close collaboration with various teams including Contact Center Operations, the Change Management Excellence Team, Product, Contact Center Support Groups, and Customer Success Managers to ensure the timely delivery of projects. A high degree of initiative, cross-functional collaboration, and ownership is expected from the incumbent.
Key Responsibilities
- Collaborates with key individuals and stakeholders in the Managed Services teams to understand challenges and helps coordinate process improvement projects and activities that will result in faster speed, better quality, and improved customer and employee experience.
- Coordinates project activities to ensure alignment and transparency on progress, manages timelines and communicates effectively with stakeholders to escalate risks and issues.
- Deliver updates to senior stakeholders, translating complex problems into data and insights to facilitate informed business decisions.
- Implements best practices and drives a culture of continuous improvement within the Managed Services using a data driven approach.
- Supports the development and monitoring for key performance indicators (KPIs) to measure the effectiveness of service delivery and making data-driven decisions to enhance quality and efficiency.
- Efficiently prioritize tasks to ensure timely completion.
- Participate in ad-hoc projects as needed to support Managed Services team.
Qualifications
Basic Qualifications:
- 5 years of relevant work experience with a bachelor’s degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD)
- Strong working knowledge of Excel (ideally Power user)
- Lean Six Sigma, PMP Certified and/ or prior process improvement experience.
- Prior experience in data analysis and analytics using Tableau, Power BI or other similar data analytics tools.
- Excel Power user with experience in analyzing complex data sets, creating complex pivot tables, slicers, etc.
- Prior experience in process improvement and leading continuous improvement projects.
- Experience in collaborating with stakeholders from various functional areas and managing projects.
- Lean Six Sigma Certification (Green Belt or higher) strongly preferred.
- Prior project management experience.
- Familiarity with process mapping tools (e.g., Visio) preferred.
- Ability to work independently and be able to perform well in areas of ambiguity.
- Demonstrated ability to communicate effectively with internal and external stakeholders.
- Analytical mindset with a proactive problem-solving attitude
- Contact Center experience (Strongly Preferred)
- Experience with identify risks and establishing strong controls.
- Advanced knowledge of the payments business and Managed Services Product lines.
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.
Company Description
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.
Job Description
Managed Services Business Program Analyst is principally responsible for change management, process improvement, data analytics, and project management. The role demands close collaboration with various teams including Contact Center Operations, the Change Management Excellence Team, Product, Contact Center Support Groups, and Customer Success Managers to ensure the timely delivery of projects. A high degree of initiative, cross-functional collaboration, and ownership is expected from the incumbent.
Key Responsibilities
Qualifications
Basic Qualifications:
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 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.
Job Description
Managed Services Business Program Analyst is principally responsible for change management, process improvement, data analytics, and project management. The role demands close collaboration with various teams including Contact Center Operations, the Change Management Excellence Team, Product, Contact Center Support Groups, and Customer Success Managers to ensure the timely delivery of projects. A high degree of initiative, cross-functional collaboration, and ownership is expected from the incumbent.
Key Responsibilities
- Collaborates with key individuals and stakeholders in the Managed Services teams to understand challenges and helps coordinate process improvement projects and activities that will result in faster speed, better quality, and improved customer and employee experience.
- Coordinates project activities to ensure alignment and transparency on progress, manages timelines and communicates effectively with stakeholders to escalate risks and issues.
- Deliver updates to senior stakeholders, translating complex problems into data and insights to facilitate informed business decisions.
- Implements best practices and drives a culture of continuous improvement within the Managed Services using a data driven approach.
- Supports the development and monitoring for key performance indicators (KPIs) to measure the effectiveness of service delivery and making data-driven decisions to enhance quality and efficiency.
- Efficiently prioritize tasks to ensure timely completion.
- Participate in ad-hoc projects as needed to support Managed Services team.
Qualifications
Basic Qualifications:
- 5 years of relevant work experience with a bachelor’s degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD)
- Strong working knowledge of Excel (ideally Power user)
- Lean Six Sigma, PMP Certified and/ or prior process improvement experience.
- Prior experience in data analysis and analytics using Tableau, Power BI or other similar data analytics tools.
- Excel Power user with experience in analyzing complex data sets, creating complex pivot tables, slicers, etc.
- Prior experience in process improvement and leading continuous improvement projects.
- Experience in collaborating with stakeholders from various functional areas and managing projects.
- Lean Six Sigma Certification (Green Belt or higher) strongly preferred.
- Prior project management experience.
- Familiarity with process mapping tools (e.g., Visio) preferred.
- Ability to work independently and be able to perform well in areas of ambiguity.
- Demonstrated ability to communicate effectively with internal and external stakeholders.
- Analytical mindset with a proactive problem-solving attitude
- Contact Center experience (Strongly Preferred)
- Experience with identify risks and establishing strong controls.
- Advanced knowledge of the payments business and Managed Services Product lines.
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.