Senior Vice President, Client Services Leader, Latin America & Caribbean (LAC) - job 16 of 20

Functional Overview:

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Services is accountable for delivering a world class service experience to our clients that begins pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success.  We operate in 50 locations across the globe and operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

Position Summary:

The Client Services Latin America & Caribbean (LAC) Leader is accountable for the service experience for all LAC clients and is a member of the LAC Leadership Team and the Global Client Services Leadership team, and dual reports to the President of LAC and the Global Head of Client Services. This leader is responsible for a team of 200+ people and is responsible for service delivery of new products, onboarding new clients, implementations, operational support, issue resolution and client success.  In addition to setting the Services strategy for the LAC region, this leader ensures the team partners with key internal stakeholders in other regions, sales, product, technology, finance, risk and legal to deliver outcomes for clients. This leader is the Visa authority for our clients’ operational business within Visa and with our clients.

The Senior Vice President, LAC Client Services Lead is responsible for building effective partnerships with Group Country Managers to support the country growth strategies.  She/He must build and develop a cohesive high performing team by providing leadership, setting strategic direction, and apply working knowledge of Visa and Visa products, systems and procedures to improve the client experience.    

Scope of Responsibilities:

• Establishes and fosters relationships with clients and internal partners at all levels, including executive management.
• Leads and inspires the CS LAC team, focused on delivering excellent client experience and optimizing our clients’ operational performance
• Represents CS on the LAC Leadership Team and representing LAC on the Global CS Leadership Team.
• Drives service strategy and revenue growth for the region, leads budget creation and is accountable for revenue and expense targets, and regional scorecard
• Manages all CS staff supporting to the LAC region, some of whom dual report to other Global CS functions, requiring close partnership and coordination with other Global CS Leads.
• Performs as a leader and thought partner on cross-functional crisis management team as needed, often requiring leading through crisis that has no precedent.
• Directs Client Services and Project Management resources across the region to ensure that all Enterprise, Product, Sales and client projects are successfully deployed in a cost effective, timely manner, with a high level of client happiness.
• Drive creation and delivery of processing optimization models for clients and markets to ensure efficient and optimized transaction processing.
• Represents the voice of the client on all operational initiatives and issues with key internal partner organizations including CS, Sales, Product, Systems, Finance, Risk and Legal.
• Partners with Global CS functions to deliver critical CS functional support in the region.
• Leads by example, setting development and leadership goals for the organization, holding leaders accountable for the development of their teams

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Additional Information:

Work Hours: Incumbent must make themselves available during core business hours in the LAC region.

Travel Requirements: This position requires the incumbent to travel for work 50% of the time.

Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.

EEO Statement

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.