Business Process Optimization Analyst

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.

Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are more than 6,500 talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

As a Business Analyst, you will be responsible for improving, bridging, and leading project implementation process which spans the technical project life cycle: from pilot to roll-out to expansion to maintenance phases. Success requires the ability to establish internal and external client relationships, prioritize & manage multiple project streams simultaneously, effectively communicate internally & externally, and use influence & persuasion to complete projects on deadline. The Business Analyst must be capable of synthesizing information, translating business processes and requirements, and making information understandable to Business and IT Project Managers, Product offices and GCCS (Global Customer Care Services) Operations.

RESPONSIBILITIES:

• Participate in project kick-off meetings, communicate Call Center individual roles and project expectations, and serve as a point of contact for projects
• Support the day-to-day activities of project members, which include mentoring and developing team(s) and reviewing technical and functional development documents
• Act as a liaison between Visa’s technical & business support teams, fostering a partnership relationship between them and effectively managing customer expectations
• Provide proactive solutions to non-standard requests and problems by interpreting the client requests and aligning appropriate resources
• Takes personal accountability for driving project solutions which meet or exceed established metrics and customer expectations
• Elicit requirements using interviews, document analysis, requirements workshops, surveys,
  site visits, business process descriptions, use case scenarios, business analysis, task and
  workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose
  high-level information into details, abstract up from low-level information to a general
  understanding, and distinguish user requests from the underlying true needs.
• Proactively communicate and collaborate with external and internal customers to analyze
  information needs and functional requirements and deliver the following artifacts as needed:
  Functional/Technical requirements, Business Requirements Document, Use Cases, GUI, Screen and Interface designs

PROJECT EXECUTION

• Assist in enforcement of project deadlines and schedules
• Takes input from contact center teams, program managers,& developers and appropriately applies comments/feedback
• Communicates and applies project standards and methodologies
• Consistently delivers high quality service to both internal and external customers

COMMUNICATION & ADMINISTRATION:

• Successfully engage in multiple project initiatives simultaneously
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Drive and challenge business units on their assumptions of how they will successfully execute their plans
• Develop requirements specifications according to standard templates, using natural language.

Basic Qualifications:

• 2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• Requirements gathering, requirements communication, requirements planning & management, requirements analysis and documentation, and requirements implementation

Preferred Qualifications:

• 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD
• Project Management - ability to track the status of activities
• Analytical skills and experience using analytics tools such as Excel, MS Project, PowerPoint, Visio etc.
• Strong relationship management skills
• Strong communication skills
• Able to set priorities, influence others, and manage customer expectations
• Excellent time management skills
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Strong verbal, written, presentation and interpersonal skills are required.

This position has a minimum base salary of $90,200 and a midpoint base salary of $117,300. The base pay may vary depending on job-related knowledge, skills, and experience. In addition, this position is eligible for annual bonus and equity.

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

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.