Vendor Management Consultant (Bilingual - Spanish And/Or Portuguese)

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.

The Program Manager in the Global Partner Management organization is responsible for managing the relationship and performance of Business Partner Outsourced contact centers by supporting account and program management, documentation, and business operations and related initiatives for Visa services, including: Concierge Services, Card Benefits and Promotions in contact centers across the globe in the APAC, EU, CEMEA, LAC, and NA regions. Candidate will be responsible for supporting the business operational needs for products and services within Consumer Credit Product Office. This position requires experience in vendor management, account management, operations support, business requirements development, project management skills and cross-functional teaming. The role will require extensive interaction across multiple cross-functional areas, such as Visa Concierge, Visa Consumer Credit product office, Sales/Account Management, Compliance, and Legal. This candidate will work closely with the business office/product managers and including being the liaison between vendors and product/program owner, where applicable. This includes escalation support, program administration, program expertise, research and analysis for operational issues, fraud detection and overall program operational performance from a business perspective. The position requires the ability to use prior vendor operations management, account management and program management experience.

JOB SCOPE

Reporting to the Director of Global Partner Management, the ideal candidate achieves project goals by engaging effectively with stakeholders at all levels across Visa, including operations management, technical subject matter experts, business partners, vendors, Visa senior management, and Visa client base.

The position can be based in Visa’s offices in Miami, FL (Office in Austin and Atlanta can be considered)

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 (remote only is not being considered).

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g., Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• Able to set priorities and manage expectations, and work both as part of a team and independently.
• Skilled analytical thinker with the ability to identify, prioritize, and resolve various complex operational/production issues. Ability to analyze and organize a plan based upon available information.
• Ensure consistency in key performance metrics and contracts
• Monthly, Quarterly and Annual Invoice reconciliation and expense tracking, reconciliation, oversight and approval
• Meticulously manage and maintain organization-level document repositories for compliance and record-keeping.
• Knowledge and experience in project management preferred.
• Self-starter with a passion to drive results, with ownership, accountability, integrity, customer service, and a spirit to succeed.
• Outstanding writing skills to communicate complex concepts to a broad audience with strong skills in Microsoft PowerPoint, Project, Word, Excel.
• Strong process orientation, solid understanding of project management techniques, methodologies and best practices.
• Spanish and/or Portuguese speaker a plus!
• Mature working knowledge of Microsoft Office products (Outlook, Word, Excel, Power Point, OneNote), MS Project and CRM tools, e.g., Salesforce or Microsoft Dynamics a plus.
• Skilled in assessing the financial impact of operational decisions.
• Provide input and participate in the development of program enhancements by supporting projects from an operational perspective.
• Strong technical application support with attention to detail
• Ability to be flexible and realign priorities in a fast-paced environment needed. Able to manage divergent expectations.
• Strong analytical, reporting development and reporting tools such as Tableau and/or PowerBI
• Monthly expense and AOP management
• 5+ years of proven successful experience proactively driving results that exceed objectives with little managerial oversight, including minimum 5 years program and account management experience.
• Strong interpersonal and communication skills, team player, able to work independently, quick learner, customer service focused, resourceful, results oriented, and able to build consensus, detail oriented and excellent follow through.
• Data compilation for all 3rd Party Outsource Vendor SL, KPI and Financial performance
• Expert contact center operations and/or BPO management experience
• Proven ability to service and support a range of internal and external customers, often in parallel and within a shifting set of priorities.

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.