Senior Vice President, Client Services Leader, Latin America & Caribbean (LAC) - job 9 of 20

To be considered for the Senior Vice President, Client Services Leader role at Visa, candidates are expected to possess extensive experience in client services and operational management, particularly within the financial or technology sectors. A strong understanding of Visa products and services is crucial, along with proven experience in leading large teams. Additionally, candidates should have exceptional communication skills and the ability to foster partnerships across various business units.

The Senior Vice President, Client Services Leader for Latin America & Caribbean at Visa is responsible for overseeing service delivery for all LAC clients. Key responsibilities include developing the services strategy for the region, managing a large team, ensuring optimal onboarding and issue resolution, collaborating with internal stakeholders, and driving revenue growth. This role requires a strategic mindset to establish effective partnerships and optimize operational performance for our clients.

In the role of Senior Vice President, Client Services Leader at Visa, collaboration is key. This leader works closely with several internal teams including Product, Sales, Technology, and Finance to ensure the best outcomes for clients. By representing the Client Services team on both the LAC and Global Leadership Teams, this position facilitates cross-functional initiatives and ensures that the client’s voice is prominent in all operational decisions.

Candidates for the Senior Vice President, Client Services Leader position at Visa should be prepared for significant travel requirements. This role expects approximately 50% travel to engage with clients, partners, and team members within the Latin America & Caribbean region. Flexibility and a willingness to travel are essential for successful execution of responsibilities in this dynamic position.

The work culture for the Senior Vice President, Client Services Leader at Visa is collaborative, innovative, and supportive. Visa values high performance and team cohesion, encouraging leaders to cultivate their teams while optimizing the client experience. With a global presence and hybrid work arrangements, employees benefit from a culture that embraces flexibility while maintaining a strong focus on results and client success.

To ensure high client satisfaction, I focus on creating a comprehensive service strategy that understands each client’s unique needs. I foster open communication channels, conduct regular feedback sessions, and ensure my team is trained to address client issues promptly and effectively. Building strong relationships with stakeholders also plays a vital role in exceeding client expectations.

In my previous roles, I managed teams of over 100 professionals, focusing on performance management and team development. I believe in empowering my team members by providing them with the resources they need and instilling a sense of ownership and accountability. Regular coaching and constructive feedback have helped me maintain team morale and drive results.

Driving revenue growth requires understanding both the market landscape and client needs. I utilize data analytics to identify opportunities for upselling and cross-selling Visa products, align service delivery with client goals, and ensure that my team is equipped to support these initiatives effectively. Collaboration with sales teams is also crucial to creating cohesive growth strategies.

In one instance, a critical client faced a service outage that impacted their operations. I quickly assembled a cross-functional team to address the situation, kept the client informed, and provided regular updates throughout the resolution process. By taking ownership and maintaining open lines of communication, we managed to restore service and rebuild trust, turning a difficult situation into an opportunity for strengthening our partnership.

Setting strategic direction begins with understanding both the current landscape and emerging trends within the industry. I involve my team in strategic discussions to harness various perspectives, align our goals with organization objectives, and ensure everyone is aboard with our vision. I believe in transparency and regular check-ins to adapt our strategies as needed.

Collaboration is at the core of my leadership approach. I believe in fostering an inclusive environment where team members feel valued and empowered to contribute ideas. By collaborating with peers across departments, we can leverage diverse expertise and drive better outcomes for our clients, ensuring all voices are heard.

I typically look at several key performance indicators including Net Promoter Score (NPS), client retention rates, and service-level agreement (SLA) compliance. By analyzing these metrics, I can gauge client satisfaction and service efficiency, allowing me to implement data-driven strategies to improve our offerings continuously.

Crisis management requires a calm and organized approach. I prioritize gathering relevant information, forming a response team, and establishing a communication plan to keep stakeholders informed. By leading through the challenge with transparency and reliability, I can ensure that we address the issue efficiently while minimizing disruption for our clients.

I envision leveraging technology such as AI-driven support tools to enhance response times and streamline services. Additionally, conducting innovation workshops with my team to brainstorm new ideas can foster a culture of continuous improvement. I believe in proactively identifying and implementing tools that make our services more efficient and client-friendly.

I'm excited about the opportunity to work with Visa, a leader in the payments industry, because of the chance to significantly impact client success and satisfaction. With a commitment to innovation and excellence, Visa aligns with my values as a leader. I believe my experience and passion for client services can contribute significantly to fostering growth and operational success within the Latin America & Caribbean region.