Technical Solutions Manager Visa

They will work in collaboration with Client Resolution, Product, implementation, technology, and clients across all markets. The Technical solutions resource will also provide Global and regional teams with market intelligence and product performance insights. Projects and support cases will vary from moderate to complex depending on client and market maturity./p>

Additionally, the Technical Solutions Manager will work cross-functionally with peers from other regions using the follow the sun support model. The incumbent will demonstrate an in-depth technical knowledge of all Loyalty products and services as their primary focus. The incumbent will also develop and train team members and act as role model/leader within team. /p>

Key Responsibilities

• Manages strategic business relationships with clients and partners to accelerate speed to revenue for loyalty products and services across CEMEA./li>
• Collaborate with Product to review upcoming loyalty programs and pipeline, ensuring alignment with Client Service engagements for efficient implementations. /li>
• Provide technical and operational support to Visa clients and partners. Act as the voice of the client to other internal groups, including Product and Technical teams./li>
• Proactively resolve, own and manage stakeholder communication on all business & technical problems on all Loyalty products and services./li>
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs/li>
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management, and/or Operations teams /li>
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations/li>
• Promote and deliver consultancy and bespoke training to clients/li>
• Build and enhance positive working relationships with clients and partners to develop solutions and optimal way of working /li>
• Lead client discussions, representing products and services from both a technical and business perspective./li>
• Manage technical communications with client s technical team, project team, customer services team and senior executives/li>
• Identify, troubleshoot, and resolve queries relating to the Application Programming interfaces (APIs), XML files, SOAP REST and JSON messages./li>
• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations/li>
• Maintain strong relations amongst team, as well as with key stakeholders (Client Resolution, Client Success, Product, and Technology)./li>
• Train and coach team members on products & services essential for day-to-day operations to ensure customer expectations are exceeded/li>
• Manage high priority incidents by taking full ownership, engaging with senior management for escalations and the ability to provide an Executive Summary to senior management./li>
• Designing and implementing tools, processes and procedures (e.g. macros, database queries, reporting) to improve the team s productivity and efficiency in handling client queries./li>
• Minimal travel may be required/li>