The Partner Enablement Managers PEMs are the main technical liaisons for CyberSources Partner clients. PEMs work with our largest partners to ensure an effective boarding and training strategy for indirect clients and build the technical relationships with the partner for effective troubleshooting and planning. This role is a people management role for the PEM team.

We are currently looking for a Senior Manager that will lead our PEMs and oversee the development of the team. The Senior Manager will be involved in ensuring that each employee develops within the role and has the support and tools to perform their job tasks to the highest level, creating a high performing team and a positive working culture. The PEM Sr Manager will assist as an issue escalation point for the PEMs, act as a communication channel into the business, and manage business change. The PEM Manager will also have a partner client to build a working relationship with. The PEM Senior Manager will report to the Client Enablement Director, EMEA, and will form a part of the Client Enablement leadership team, bringing a strategic Partner mindset to the table.

Principle Responsibilities

• Partner with management from Sales, Risk, Acquiring, and other internal teams to drive success with our account portfolio.


• Foster relationships with our external partners to further shape the team and processes around the specific needs of the reseller community.


• Collaborate with our international support management counterparts to enable and develop organizational initiatives, and to ensure a consistent global team approach.


• Manage workforce resources and provide guidance on workforce planning.


• Evaluate new PEM candidates with effective job skills assessment


• Establish a positive learning culture for the PEMs and identify high performers for additional coaching and development.


• Design achievable and stretch team goals to further our business initiatives and ensure PEMs contribute to the overall objectives of the organization.


• Develop and analyze metrics and KPIs to ensure optimal performance of team, working with global counterparts to do so.


• Build and revise best practice processes for optimal PEM workflow and collaborate with other management teams to educate and embed those processes within symbiotic teams.


• Provide guidance as an escalation point for the team.


• Attend merchant meetings, calls as an escalation manager


• Track and manage CyberSource service, product issues.


• Actively manage a small portfolio of 1 or more clients, depending on scale.


• Maintain an ongoing focus on employee engagement levels, putting action plans into place to address areas of concern and participate in cross functional working groups where required.


• Take point working with internal trainers to assist with new hire training. Ensure all team members have a consistent on boarding experience and receive adequate training


• Host regular group, individual meetings to communicate CS and broader business updates and priorities


• Identify, create and enforce CYBS policy, process


• Maintain CYBS product, process knowledge expert status for escalation calls and training needs identification.


• Work with management team on strategy, organisational changes, best practice and internal efficiency


• Work with immediate counterparts and wider teams to drive business change, deliver against regional and global strategy, and foster growth.

Qualifications

Required Experience



Professional

• University degree or equivalent experience

Business

• Client Services experience 

• Demonstrated leadership skills

• Working knowledge of TAM or PEM role and associated skills

• Excellent written and verbal communication skills

• Experience in working with cross functional, cross departmental and virtual teams

• Self starter with strong organization and resolution management skills

Technical

• Strong understanding of technical concepts



Preferred Experience

Professional

• PRINCE2, PMP or similar project management certification

Business

• Payment industry experience

• Card not present and risk mitigation methodology experience is strongly preferred

• Should be experienced with working in matrixed organisations

• Experience of development of high performing teams.

Technical

Thorough understanding of CyberSource products and services

Additional Information

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.