Dispute & Chargeback Project Manager

Visa Consulting and Analytics (VCA) is the consulting arm of Visa, and drives tangible, impactful and financial results for Visa’s network clients, including both financial services and merchants. Drawing on our expertise in strategy consulting, data analytics, brand management, marketing, operational and macroeconomics, VCA solves the most strategic problems for our clients.

VCA Managed Services (VMS) is an extension of Visa’s consultancy offering, supporting the execution of recommendations and implementation of Visa solutions to help scale competitive advantage and operate to succeed in the digital age.

This role will have responsibility for the management and delivery of project activities to support the successful execution of a Card Simplification Programme (CSP) within an established Visa client in the Nordics. The Dispute & Chargeback Project Manager will support the migration from as-is to target solution, bringing payments and cards expertise, utilizing strong project management experience from previous system /platform migration projects, in particular in-out sourcing initiatives, to successfully deliver in a complex organization and multifaceted program structure. 

As the Client is executing on their simplification journey, they are aiming to create a foundation for the next generation of card payments. CSP is a Nordic initiative engaging people within internal Business and Technology as well as external providers and partners.

The scope of CSP is to introduce a common Card Management solution and to transform into one common operating model. The future solution will speed up time to market, reduce costs and operational risk and to smoothen the customer journey. Part of the scope is to in- and outsource processes to a third party

What we expect of you, day to day:

• With a Nordic focus, plan, optimize and execute assigned development/in-out sourcing initiatives within CSP
• Secure diligent delivery of the ongoing dispute and chargeback sourcing initiative in the Nordics, including the established automation processes and delivery of assigned tasks/projects in a professional and timely manner
• Evaluate, plan, optimise and prioritise the development of ongoing initiatives
• Co-ordinate technical development and other pre-migration activities with a focus on Denmark (other Nordic countries to follow)
• Define both target and transition state(s) including process design and documentation
• Actively manage key stakeholders, ensuring collaboration and overall integration
• Secure customer focus, manage change including effective communication and secure business readiness
• Escalate and resolve any delays in completing the projects on time
• Coordinate post-migration activities following the card processing migration in the Nordics

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 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.

What we’re after…

• Experience in in-out sourcing within retail banking / payment card industry /merchant retail business
• Experience and knowledge of dispute and chargeback process and handling
• Strong internal and external/vendor stakeholder engagement skills, experienced operating in complex matrix operating structures
• Project/Capability Leadership with strong coordination abilities, managing project team members, providing support, guidance and direction
• Project/Programme management - traditional and agile delivery methods, SAFe Agile and/or Agile PM Certifications desirable
• Structured approach with an open and transparent way of working and documenting
• Experience in customer journey and process development , documentation and automation of manual processes
• Fluent in English and Danish - both verbally and written
• Willingness to maintain professional development and strong drive to achieve and to deliver on commitments

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.