Senior Vice President, Client Services Leader, Latin America & Caribbean (LAC) - job 11 of 20

The Senior Vice President, Client Services Leader at Visa is responsible for overseeing service delivery for clients in the Latin America & Caribbean region. This includes managing a team of over 200 individuals, formulating service strategies, onboarding new clients, and ensuring the effective deployment of Visa's product offerings while addressing operational issues and enhancing client satisfaction.

Candidates for the Senior Vice President, Client Services Leader role at Visa should possess significant leadership experience in client services or operations management, preferably within the financial services technology sector. A strong track record of achieving revenue targets, strategic planning, and building successful teams, along with excellent communication skills and the ability to navigate complex organizational dynamics, are essential.

The Senior Vice President, Client Services Leader at Visa collaborates closely with various internal teams, including sales, product, technology, finance, risk, and legal. This partnership is crucial for delivering exceptional outcomes for clients and aligning strategies that serve the broader organizational goals in the LAC region.

The Senior Vice President, Client Services Leader role at Visa requires significant travel, with an expectation of approximately 50% travel time. This mobility is vital for client engagement and operational oversight across the Latin America & Caribbean region.

Visa expects the Senior Vice President, Client Services Leader to demonstrate a transformational leadership style, fostering a cohesive and high-performing team environment. By setting development goals and holding team leaders accountable, this role aims to drive engagement, service excellence, and continuous improvement across the organization.

In managing high-performing teams, I focus on creating a collaborative culture that emphasizes transparency, support, and open communication. By setting clear expectations and encouraging team members to leverage their strengths, I ensure we collectively work towards our goals and maintain a positive client experience.

I once faced a significant service disruption affecting multiple clients. By swiftly mobilizing cross-functional teams and implementing a communication strategy, I ensured clients were kept informed while addressing the root cause. This proactive approach not only resolved the immediate issue but strengthened client trust.

Prioritizing client needs requires a blend of strategic foresight and agile responsiveness. I regularly assess client feedback and operational metrics to inform my priorities, while also ensuring my team has the resources they need to adapt quickly to client demands.

I typically use a combination of key performance indicators (KPIs), client satisfaction surveys, and ongoing feedback loops. This holistic approach allows me to glean insights on our service delivery and align operations with our clients' success.

Cross-functional collaboration is essential in my role. I foster relationships with stakeholders across departments by establishing regular touchpoints and actively participating in strategic discussions. This engagement ensures that all teams are aligned toward a unified client service vision.

During a crisis, my primary strategy is to remain calm and organized. I quickly assemble the necessary stakeholders, develop a clear action plan, and ensure transparent communication with both the team and clients to manage expectations and minimize impact.

I ensure alignment with company strategy by regularly reviewing our objectives and metrics against the overarching goals. Engaging with executive leadership and participating in strategy sessions helps keep our team focused on initiatives that drive the company forward.

In a previous role, we received feedback that our onboarding process was cumbersome. After analyzing client input, we adapted our strategy to streamline several steps, resulting in improved client satisfaction and a more efficient onboarding time frame.

Cultivating a client-first culture involves frequent training and reinforcing the importance of understanding client needs. I lead by example, celebrating successes that prioritize client interests and encouraging my team to creatively solve client challenges.

I have extensive experience with financial performance metrics in client services roles, focusing on revenue targets, cost management, and client retention. I leverage these metrics to make informed decisions that also enhance the client experience.