Senior Consultant - CRM (MSFT Dynamics 365)

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Client Service (CS) CRM Standardization and Support team is responsible for strategy and Implementation of CRM tools across the CS organization within Visa.  The Senior Product Manager (CRM) will be primarily responsible for driving the product strategy around the CRM system (MSFT Dynamics365), collaborating with the various business teams within Client Services.

The Senior Product Manager will function as a core member of the CRM Standardization team, supporting initiatives across CS. The primary focus of this role is to collaborate with business stakeholders and other team members, to drive successfully, the CRM roadmap expansion and execution, in support of organizational goals for efficiency and client experience.

Objectives of this role:

• Be a Senior Product Manager/Owner for CRM (MSFT Dynamics), within a team of Senior Product Managers.
• Defining Product Features and Implement Enhancements through the Agile process.
• Create product strategy documents that describe business cases, use cases, technical requirements, revenue, and ROI.
• Collaborating with Development Teams: Working closely with CRM teams to develop and enhance the CRM system.
• You are an expert in CRM (MSFT Dynamics) and can translate business needs into requirements and user stories that can be developed by the technology team.
• Collaborate with Product Manager colleagues, to ensure all CRM roadmap needs are coordinated and prioritized as a whole deliverable, to ensure all effort and advancements is driving the strongest needs first.
• Independently identify new opportunities to enhance the business use of CRM, to enable higher operating efficiencies, improved usability, and increased user adoption.
• Work alongside the CRM support team, to ensure the pipeline of individual enhancement requests are aligned with the overall Roadmap and that all enhancement work benefits the larger direction for CRM.
• Managing Stakeholder Expectations: Regularly communicating with stakeholders about the progress of CRM development and implementation.
• Drive the product- and business-planning processes for cross-functional teams
• Work with limited direction, usually within a complex environment and meet expectations.
• Comfortable collaborating with Business Leaders and Technology staff in resolving support issues.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

• Any degree and at least 5 years of experience in product management and business analysis, preferably in a technical or financial organization.
• 5 years of product experience with CRM (MSFT Dynamics365) and all components of MSFT Dynamics is a must.
• In-depth knowledge of CRM (Dynamics365) Solution, strong knowledge and understanding of case management and process flows in CRM (Dynamics365).
• •Ability to lead requirements discussions and collaborate directly with the business, with minimal management oversight.
• Experience working in an Agile environment, in both gathering user stories and managing projects, and the ability to communicate effectively with technology resources.
• Background in business analysis or technical configuration of MSFT Dynamics, demonstrating the ability to translate business needs/goals into requirements and prototypes, understanding all aspects of CRM (MSFT Dynamics).
• Excellent project management skills with the ability to lead cross-functional, global teams.
• Strong communication and stakeholder management skills and the ability to operate independently, with little direction.
• Product management skills: developing, managing and prioritizing a roadmap and backlog, considering competing business needs.
• Must have effective professional verbal, written and presentation skills for audiences ranging from individual contributor through management level.

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.