The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level customer focus, technical flexibility and agility. The role also requires flexibility around operational hours as well as supporting multiple locations in Southeast Asia and ANZ.

1. Provide 1st & 2nd line desk side support services to NBCUniversal International on all supported technologies including Windows & Mac hardware and various mobile technologies.
2. Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies.
3. Good understanding of mobile technologies such as iPhone/iPad, Blackberry, Android & Windows Mobile running various OS levels.
4. Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
5. Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
6. Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate.
7. Assist with product evaluation and the introduction of new technologies into operational support.

KEY RESPONSIBILITIES

Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service.  Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.

Main Areas of Activity

• Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer always updated on progress and within SLAs guidelines.
• Follow request management process and governance.
• Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained.
• Ensure all relevant security & management tools are operational and exceptions are managed.
• Meet all IT Asset Management process requirements in accordance with NBCU policy.
• General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required.
• Collaborate with International, US and local IT teams and Core NBCU business units as required.

Other Responsibilities

• Ensure all relevant IT equipment is encrypted in alignment with NBCU Policy.
• Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy.
• Ensure seamless data transferred between devices.
• Ensuring that any operational risks are reported and remediated in line with the agreed action plans.
• Manage IT Consumables in accordance with the corporate guidelines.
• Regular site visits to satellite offices to provide proactive IT support.

The Role

Visa Consulting & Analytics (VCA) drives tangible, impactful and financial results for Visa's clients, including card issuers, acquirers, and merchants.  Drawing on our expertise in strategy consulting, data analytics, brand management, marketing, operations, and macroeconomics, VCA solves the most strategic problems for our clients.

The VCA team within Australia provides a comprehensive range of consulting services and solutions to our clients in Australia and New Zealand, that address unique challenges in areas such as strategic growth, profitability, risk management and digital strategy.

We are currently looking for a Director to lead VCA’s Risk Consulting Practice for the AuNZSP region. In this role, the Director will be responsible for the management and growth of the Practice, holding accountabilities that span, business development, leading consulting engagements, and developing new solutions to continuously enhance the Practice’s client offerings.

On the business development side, the Director will work closely with Visa’s Client Advisory team to identify opportunities to assist Visa’s issuing and acquiring clients.  This will entail, needs discovery and scoping, proposal development, sales support, and project setup and initiation.

The Director will also be responsible for project execution, typically leading small teams of consultants and cross-functional experts across a range of client engagements simultaneously. This will involve the Director collaborating with the client team and internal colleagues, gathering and managing project inputs, analysing data to form conclusions and recommendations, developing and presenting compelling project reports and working with clients on executing recommendations. 

The full range of responsibilities are detailed below:

Responsibilities

On a project-by-project basis:

• Prepare client project proposals, clarifying objectives, scope, deliverables, approach, dependencies, roles and responsibilities; draw input from clients, local client relationship managers and functional teams
• Oversee project setup including contracting documentation, stakeholder engagement, interview guides and client data requirements
• Develop a fact base by undertaking client interviews, collecting and analysing inputs such as client data, process flows, policies, competitive, industry and environmental information
• Analyse Visa and client data to conduct benchmarking, identify performance gaps and improvement opportunities
• Collaborate with data science team members to leverage advanced data analytics capabilities
• Manage execution of one or more project engagements, building client relationships, utilising governance frameworks and mitigating / resolving complex problems that emerge
• Identify solutions and recommendations that address client objectives and result in performance improvement; leverage relevant VCA methodologies, frameworks and global best practices
• Design and deliver compelling presentations to illustrate findings, ideas and recommendations

More generally:

• Identify and surface client opportunities
• Create, develop and maintain VCA IP, consulting offerings and thought leadership on the fraud landscape
• Manage overall practice growth and delivery performance

Team Summary
Visa Consulting & Analytics (VCA) is Visa's consulting division, serving Visa's clients (including card issuers, acquirers, and merchants) and solving their strategic problems focused on improving performance and profitability.  Drawing on our expertise in strategy consulting, payments, data analytics, marketing, operational and macroeconomics, VCA drives high impact and tangible financial results.

The VCA team within Australia provides a comprehensive range of consulting services and solutions to our clients in Australia and New Zealand, that address unique challenges in areas such as strategic growth, profitability, risk management and digital strategy.        

The Role
We are currently looking for a Sr. Manager to lead VCA’s Commercial and Money Movement Solutions (CMS) Practice for the AuNZSP region. The CMS Practice supports our clients to create and launch market-leading business payments solutions, derive greater value from the active management of their existing business cards portfolios, and identify new strategic growth opportunities. 

As the Practice lead, the Sr. Manager will be responsible for growing the CMS Practice through business development, leading and delivering consulting engagements, and developing new solutions to continuously enhance and diversify the Practice’s client offerings.

In this role, the Sr. Manager will lead a small team of consultants and collaborate with cross-functional experts across Visa’s business to jointly develop client proposals, participate in client sales activities and ensure client engagements are delivered with excellence. The full range of responsibilities are detailed below:

Responsibilities

On a project-by-project basis:

• Prepare client project proposals, clarifying objectives, scope, deliverables, approach, dependencies, roles and responsibilities, draw input from clients, local client relationship managers and functional teams
• Oversee project setup including contracting documentation, stakeholder engagement, interview guides and client data requirements
• Develop a fact base by undertaking client interviews, collecting and analysing inputs such as client data, process flows, policies, competitive, industry and environmental information
• Analyse Visa and client data to conduct benchmarking, identify performance gaps and improvement opportunities
• Collaborate with data science team members to leverage data analytics capabilities
• Manage execution of one or more project engagements, building client relationships, utilising governance frameworks and mitigating or resolving complex problems that emerge
• Identify solutions and recommendations that address client objectives and result in performance improvement, leverage relevant VCA methodologies, frameworks and global best practices
• Design and deliver compelling presentations to illustrate findings, ideas, recommendations within consulting engagements and more broadly and at times support implementation at the client onsite

More generally:

• Identify and surface opportunities for client projects
• Create, develop and maintain VCA IP and consulting offerings
• Continuously build knowledge, surface new insights and produce thought leadership pieces that contribute to practice development and global best practice