Visa Direct

2 weeks ago

Dubai, United Arab Emirates Visa Full time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
The role holder has the unique and exciting opportunity for scaling a relatively new payment capabilities and an impact of driving future market growth for Visa. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payment ecosystem. This is an individual contributor role working independently under limited supervision and requires technical API knowledge, strong execution, analytical skills, and relationship management with clients and key stakeholders.

**Key responsibilities include the following**:

- Become Subject Matter Expert for Visa Direct and VBS products within Client Services including knowledge of the APIs, VisaNet processing, settlement models, client integrations and post-production support model.
- Use technical expertise blended with business acumen to solve complex problems by analyzing transaction level detail, API field data, and leveraging Visa tools.
- Create and maintain updated support documentation.
- Ensure prompt and comprehensive resolution of client inquiries.
- Manage and troubleshoot escalated technical and operational issues for Visa Direct and VBS clients, interfacing with Product, Client Services, Technology teams, vendors, and partners.
- Identify and analyze processing and products issues with client impacts, consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Educate and train the clients on best practices for all supported services.
- Proactively resolve, own, and manage stakeholder communication on technical and operational issues.
- Maintain strong relationship with key stakeholders across Client Care, Client Success, Technical Solutions, Product, Technology teams, vendors, and partners.
- Continuously look for process improvement and provide API & other technology and product technical consultations and training to broader CS teams and other teams as appropriate.
- Execute initiatives that may impact clients from a business operations perspective including changes to current products, business, and digital release cycle.
- Act as the voice of the customer internally to enhance Visa products and services.
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

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.

**Qualifications**:

- Bachelor degree in Computer Science, Technology or equivalent
- 8+ years of experience in technology, or product/project management or product development in the payments industry, or in a client facing role.
- Strong knowledge of Application Programming Interfaces (APIs) gateways.
- Knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS.
- Knowledge in web-based technology including HTML, web-based service APIs, JSON, XML, ISO message format, SPLUNK.
- Working knowledge of core cards transaction processing (message routing, authorization, clearing & settlement)
- Be able to communicate complex, technical concepts in a focused and organized manner
- Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities.
- Self-motivated with the ability to work under pressure
- Team collaboration demonstrated by desire and willingness to share knowledge with the broader team, being receptive to new ideas
- Excellent verbal and written communication skills (in English language), problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
- Organized self-starter, result oriented, and a pa

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