Senior Vice President, Client Services Leader, Latin America & Caribbean (LAC) - job 18 of 20

The Senior Vice President, Client Services Leader at Visa for the Latin America & Caribbean region is responsible for overseeing the service experience for all clients in this area. This includes managing a team of over 200 staff, driving service delivery of new products, onboarding new clients, and ensuring operational support and resolution of issues. Additionally, the role involves setting the service strategy, working closely with key internal stakeholders, and representing the client’s voice in operational initiatives.

For the Senior Vice President, Client Services Leader role at Visa, candidates typically require extensive leadership experience in client service or a related field, with a proven track record of managing large teams. An in-depth understanding of Visa products, systems, and procedures is essential, along with strong strategic planning and relationship-building abilities. A background in crisis management and operational excellence is also highly favorable.

As the Senior Vice President, Client Services Leader at Visa for Latin America & Caribbean, you can expect a dynamic and collaborative team culture. The role emphasizes leadership and the importance of developing a cohesive, high-performing team environment. You will be encouraged to foster relationships, inspire your team, and ensure everyone is aligned with common goals focusing on delivering exceptional client experiences.

In the role of Senior Vice President, Client Services Leader at Visa, you can expect to travel approximately 50% of the time. This travel is essential for building client relationships and ensuring effective service delivery. Being actively engaged with clients in person helps establish trust and provide the high level of service Visa is known for.

The Senior Vice President, Client Services Leader is crucial in achieving Visa's success in Latin America & Caribbean by driving service excellence and client satisfaction. This role not only sets service strategies but also represents clients' interests across various internal functions. By leading a well-equipped team and promoting strong partnerships both internally and externally, this leader plays a key role in ensuring clients realize their operational potential.

My leadership style is collaborative and results-driven, emphasizing teamwork and open communication. I believe that by fostering a supportive environment where team members are empowered to share ideas, we can achieve exceptional results. In the Senior Vice President, Client Services Leader role, this approach will enhance client relationships and improve service delivery.

I would evaluate the success of the client services team through a combination of client feedback, performance metrics such as resolution times and client satisfaction scores, and the achievement of service strategy goals. Regular evaluations and a results-oriented approach will allow me to identify areas for improvement and celebrate our successes as a team.

In a previous role, I encountered a major client issue surrounding the integration of a new system. I led a cross-functional team to address the client's concerns promptly, ensuring clear communication and ongoing support. By prioritizing the client's needs and coordinating internal resources, we turned a frustrating experience into a strong partnership, which ultimately improved our client’s satisfaction and trust.

To improve client service delivery in the LAC region, I would implement a proactive feedback system that allows us to gather client insights regularly. Additionally, I would focus on training our team in cultural competency and regional market trends to better understand and meet our clients' diverse needs, ensuring tailored solutions.

Building relationships with key stakeholders at Visa will involve regular communication, active collaboration, and being present in crucial meetings. I plan to establish trust through transparency and delivering value in every interaction, which will foster a cooperative atmosphere and achieve common goals.

In a hybrid work environment, I will ensure clear communication through virtual meetings and collaboration tools, while fostering a culture of accountability and support. Regular check-ins will help keep everyone aligned and motivated, ensuring that even in a flexible work setup, my team feels connected and engaged.

One of the biggest challenges in client services today is rapidly changing client expectations and technological advancements. Adapting quickly to these shifts while ensuring consistent service quality is vital. I believe the key is continuous training and fostering an agile mindset within the team to embrace changes and innovate.

I prioritize multiple projects by leveraging project management tools and frameworks to assess urgency and impact. Regular team meetings help us evaluate progress and reallocate resources as needed. Transparent communication is crucial to keep all stakeholders informed and to ensure timely delivery of all initiatives.

I am particularly interested in leading the Client Services team for Latin America & Caribbean due to my passion for fostering strong client relationships in diverse markets. I find it rewarding to create tailored solutions that resonate with unique cultural contexts, and I am excited about the potential to drive impactful growth for Visa in this dynamic region.

As the Senior Vice President, Client Services Leader, I hope to make a significant impact by transforming client experiences and operational efficiencies. My goal is to create an environment where both our team and clients thrive, ultimately driving revenue growth and fostering long-term partnerships that contribute to Visa’s success.