Client Care Analyst - Managed Business Services

Job Description And Responsibilities

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.

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.

This position can be filled in Miami or Austin.

Qualifications

Basic Qualifications :

• 2 or more years of 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.

Preferred Qualifications :

3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.

g. Masters, MBA, JD, MD)

• 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

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 standard office equipment, such as telephones and computers.

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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY : The estimated salary range for a new hire into this position is 65,600 to 93,500 USD per year, which may include potential sales incentive payments (if applicable).

Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.

Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA / HSA, Life Insurance, Paid Time Off, and Wellness Program.