Value-Added Services (VAS) Implementation & Operations Specialist

What you will be doing

Client implementation and onboarding
• Collaborate with Implementation Managers, clients and internal stakeholders to gather and clarify requirements for VAS implementations.
• Review and validate client requirements, identify gaps, dependencies and risks, and provide clear feedback and recommendations.
• Configure client solutions across ART, supplier and partner platforms in line with agreed requirements, controls and delivery timelines.
• Support end-to-end implementation activity, including requirements validation, configuration, testing, troubleshooting and deployment readiness.
• Act as a key point of contact for clients during VAS implementation and onboarding, providing guidance, expertise and regular progress updates.
• Investigate and resolve implementation issues to support successful client go-lives.
• Coordinate implementation tasks across multiple VAS services, suppliers and internal delivery teams.
• Maintain accurate project documentation, configuration records, trackers and implementation status updates.
• Support client upgrades, migrations, new supplier integrations and enhancements to existing VAS services.
Stakeholder and supplier collaboration
• Work closely with internal teams including Implementations, Operations, Product, Technology, Account Management, Client Services, Risk and Compliance where required.
• Coordinate configuration requests, testing activity, issue resolution and delivery timelines with VAS suppliers and third-party partners.
• Support the translation of client requirements into clear operational, configuration and technical actions for internal and vendor stakeholders.
• Escalate delivery risks, blockers, defects and client-impacting issues appropriately, while driving them through to resolution.
• Contribute to improving ways of working between VAS, implementation, operations and technical teams.
Operational support and service delivery
• Provide post-production operational support across the VAS portfolio, including investigation of client queries, incidents, defects and escalations.
• Advise clients on best practice use of VAS solutions to support programme performance, customer experience, security, fraud prevention and operational efficiency.
• Support clients with configuration queries, service changes, testing requirements and supplier portal access where applicable.
• Conduct transaction research, data analysis and root-cause investigations relating to VAS services.
• Monitor service performance, identify trends and recurring issues, and support initiatives to improve service quality and client outcomes.
• Produce and maintain operational reports, analysis, client updates and service documentation.
• Support operational readiness for new VAS services, supplier integrations, client migrations and service optimisation projects.
• Participate in incident management, problem management and continuous-improvement activities where VAS services are impacted.
• Provide training, guidance and knowledge sharing to clients and internal teams on relevant VAS products, processes and tools.
Continuous improvement
• Identify opportunities to simplify processes, improve documentation, reduce implementation risk and enhance the client experience.
• Support the development and maintenance of standard operating procedures, implementation playbooks, knowledge articles and configuration guides.
• Contribute operational insight to VAS product enhancements, supplier performance discussions and service roadmap initiatives.
• Build and maintain broad knowledge across the ART VAS portfolio, allowing support to be flexed across services as client and business needs evolve.
Key requirements
• Strong understanding of payments, card issuing, payment processing or related financial-services technologies.
• Experience supporting client implementations, onboarding, integrations, configuration or operational service delivery.
• Ability to work across multiple products, services, suppliers and client priorities in a fast-paced environment.
• Strong communication, client-facing and stakeholder-management skills.
• Proven ability to manage several concurrent workstreams, deadlines and dependencies.
• Excellent problem-solving and analytical skills, with a structured approach to investigation and issue resolution.
• Experience working with internal technical teams, third-party suppliers and external clients.
• Strong attention to detail in documentation, testing, configuration and change delivery.
• Ability to translate client needs into practical operational and technical requirements.
• A proactive, adaptable approach, with the confidence to move between implementation, operations and improvement work as required.
• Strong focus on client satisfaction, service quality and successful delivery.
Preferred
• Experience with 3D Secure, authentication, fraud prevention, digital wallets, tokenisation, card controls, data services or other payment-related value-added services.
• Familiarity with APIs, integration testing tools or platforms such as Postman.
• Experience of supplier management, third-party platform configuration or migration activity.
• Experience with transaction analysis, reporting tools, operational dashboards or service-performance monitoring.
• Familiarity with fraud detection tools, authentication strategies and payment-security concepts.
Working arrangements
This role will support clients across different regions, including Europe, Americas and Asia-Pacific, and will therefore require shift work. A comprehensive induction will be provided, alongside ongoing training and support to develop knowledge across the ART VAS portfolio