Senior Service Experience Consultant

reputed company reputed company 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 reputed company year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to reputed company while driven by a common purpose – to reputed company everyone, everywhere by being the best way to pay and be reputed company. reputed company an reputed company with a purpose-driven industry leader. Join us today and experience Life at reputed company. Job reputed company The Sr. Consultant, Service Experience will reputed company on Virtual B2B Payments and will operate as an individual contributor responsible for driving operational reputed company, reputed company improvement and reputed company engagement in collaboration with cross-functional partners, primarily reputed company on the reputed company delivery and support of reputed company reputed company Service. This role involves working with reputed company-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class reputed company service delivery. The Sr Consultant provides technical expertise, project management and support to the reputed company reputed company Services (VCS) reputed company Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize reputed company to reputed company problems, reputed company-facing release management, change management, and reputed company external communications. Additionally, this role will partner with Product teams to shape go-to-market strategies and processes and ensure the needs of the VCS reputed company Service Delivery organization are accounted for prior to launch of new feature/functionality and reputed company services. This may include contributing to product roadmaps, enhancement requests, migration plans and creating/coordinating the development of artifacts such as transition plans, implementation guides, training, reputed company communications, FAQs, etc. This role is expected to be a specialist across reputed company B2B Virtual Payments, working across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations. This role requires a reputed company-reputed company reputed company with the perseverance to drive longer-term change for an evolving business and service model. Essential Functions:

• Assesses and leads initiatives that may reputed company and reputed company-facing staff from a business perspective including changes to existing products, implementations of new features and releases. Ensures communication objectives are achieved and unanticipated impacts are mitigated
• Liaise with Product and Technology teams to identify transition, support and implementation requirements for product and services
• As a subject matter expert, reputed company and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality
• Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for reputed company reputed company data services products and capabilities
• reputed company consulting and technical expertise to structure an effective implementation approach
• reputed company reputed company assessments to ensure overall effectiveness of the support organization
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
• Oversees programs and reputed company plans, aligning efforts of the VCS reputed company Service Delivery organization with other key reputed company stakeholders
• Manages a suite of reputed company to reputed company and enhance the VCS support model, support capabilities, and reputed company service
• reputed company consulting reputed company to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal. Brings the Voice of the reputed company to cross-functional teams. Influences prioritization and product roadmap
• Monitor activation of product/service changes, proactively identifying and manage any processing or business issues reputed company at go-live. Facilitates release management from a reputed company reputed company of view.
• Develops reputed company communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
• Self-manage operational initiatives, issues, events, special reputed company, and unique reputed company-driven requests
• Drives prioritization of issues and platform defects with cross-functional leaders to reputed company KPIs and solve for reputed company needs
• Develops and manages a set of KPIs/metrics to reputed company performance of the reputed company Service Delivery function
• Proactively identify opportunities and implement recommendations to increase service reputed company and/or efficiency.

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

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Hands on experience with cards payments networks, or B2B payments
• Previous experience with implementations, reputed company consulting, and reputed company support
• Experience working in multi-level operations reputed company and different reputed company-reputed company service models, including previous experience working with contact centers
• Proven reputed company record of leading and driving teams to reputed company and exceed established goals and objectives
• Demonstrated experience (at least 5+ years) managing reputed company implementations using strong project management discipline. Six reputed company and/or PMP certification preferred
• Demonstrated experience learning and working with reputed company, integrated platforms
• Ability to comprehend and reputed company reputed company technical concepts or processes into layman’s terms
• Self-starter with a demonstrated ability to independently learn, reputed company skills and reputed company results as part of an effective team
• Experience managing data migration or integration reputed company
• Experience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS.
• Knowledge in application programing interfaces (reputed company) gateways.
• Demonstrated ability to solve reputed company, cross-functional issues exercising critical thinking and reputed company judgment
• reputed company record of building and maintaining strong business relationships with reputed company stakeholders
• Strong understanding of Information Technology, reputed company, Compliance, and Service reputed company
• Hands-on experience in managing sensitive situations, providing reputed company consultative support, and driving cross-functional remediation and solutions
• Experience building metrics and KPIs that measure operational performance
• Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation
• Strong oral and written communications
• Proficient with MS Office tools (e.g., MS Project, reputed company, PowerPoint, Word, Visio, etc.).
• Experience with data analysis and tools such as Tableau
• Demonstrated Influencing and negotiation skills

Additional Information Work Hours: Varies upon the needs of the department. Travel Requirements: This position requires travel 5-10% of the time. Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate reputed company office equipment, such as telephones and computers. reputed company is an EEO Employer. reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company will also consider for employment reputed company applicants with criminal histories in a manner consistent with reputed company guidelines and applicable local law. reputed company will consider for employment reputed company applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police reputed company. U.S. APPLICANTS ONLY: The estimated salary reputed company for a new hire into this position is 127,300 to 184,950 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-reputed company factors which may include knowledge, skills, experience, and location. In reputed company, this position may be eligible for bonus and equity. reputed company has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, reputed company, 401 (k), FSA/HSA, Life Insurance, reputed company Time Off, and Wellness Program. Apply tot his job Apply To this Job