Partner Service Analyst

5 days ago

dubai, United Arab Emirates Jobted AE C2 Full time

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

The Network Partner Service & Performance Management function is a crucial component of the Visa Payment Limited’s service group, tasked with monitoring, analysing, and improving the technical and operational performance of our global network of payment settlement partners (Financial Institutions and Payment Service Providers (PSP)).

The team’s primary objective is to develop the most reliable and efficient technical/operational interfaces with our partners as possible. This will be achieved through detailed analysis of service/partner performance (SLAs, KPIs and other indicators), acting on feedback from clients & internal stakeholders and attaining “expert level” knowledge of the capabilities of our Network Partners and the underlying domestic payment schemes (RTP, ACH, RTGS, Wallet etc).

You will be assigned several Network Partners and work in close collaboration with the Partner Relationship Management team in managing those relationships. Your efforts and priorities will be aligned with the objectives of the commercial and operational teams who will be your primary stakeholders.

What we expect of you, day to day, you will:

- use the case management tool to manage the Network Partner case queue to ensure prioritisation of urgent cases, assigning the cases to the team for investigation.

- support the Partner Service Managers with their investigations, running reports, collating documentation and supporting material to assist with complex investigations.

- assess the impact and manage the onward communication / request for Network Partner maintenance and change notifications.

- prepare the month Network Partner report for the GOPN board meetings.

- Assist with automation and tool utilisation improvements.

- identify opportunities for technical, operational and process change and acting as the sponsor, documenting the business requirements and/or high-level technical requirements and feed into the relevant change process/programmes.

- assist with our drive for operational efficiency and scalability, seeking the optimal % of payments settled successfully without manual intervention or query.

- build and maintain a strong relationship with internal stakeholders and Network Partners, fostering a culture of mutual operational benefit, trust and growth.

- Have an active awareness of forthcoming Visa Payments Limited, Network Partner or scheme driven system changes, releases, route changes, client launches, documentation changes and support your assigned Network Partners through transitions.

- be available to your internal stakeholders as an escalation point for operational issues/incidents/improvement opportunities pertaining to your assigned Network Partners.

- maintain a catalogue of technical & operational capabilities pertaining to Network Partners (Route Rating Matrix).

- contribute to a framework for measuring and reporting on Network Partner service performance.

- work in unison with the respective Partner Relationship Managers (accountable for our Partners commercial relationships) to ensure our reach and escalation paths into our partner’s operations remains optimal and maintain commercial/operational alignment as we develop the partnership.

- support regular service review meetings with Network Partners

- Review and chase up actions for the Continuous Service Improvement Register for each Network Partner and present a consolidated report to internal stakeholders each month.

- promote a culture of service excellence with our Network Partners.

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

Qualifications

• Ideally have Vendor Management / Service Management experience within the financial services industry.
• Ideally have a detailed knowledge of cross-border and/or local ACH / Wallet payment principles / rules / operating practices / industry.
• Must have excellent analytical skills and be highly proficient manipulating large data sets in excel or other business intelligence like toolsets.
• Must be detail oriented with a proven ability to analyse service performance and suggest/drive forward practical and sustainable solutions .that reduce operational overhead and/or enhance the client experience.
• Must be a natural relationship builder and an effective communicator (written and verbal) and comfortable working with counterparts for whom English may not be their first language with differing business/service cultures.
• Must be able to work cross-functionally to deliver operational improvement and comfortable managing and influencing internal/external stakeholders at all levels.
• Ideally and understanding of Incident / Problem / Change Management principles.
• Ideally have some pervious exposure to FX (Foreign Exchange) concepts and processes.
• Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages.
• Enjoy solving problems.
• Adaptable and calm in a high pressure problem solving situation.
• Degree educated – desirable, but not essential

Additional Information

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.

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