Senior Vice President, Client Services Leader, Latin America & Caribbean (LAC)

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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.

Basic Qualifications

* 15 or more years of work experience with a Bachelor's Degree or at least 12 years of work experience with an Advanced degree (e.g. Masters/MBA/ JD/MD) or a minimum of 10 years of work experience with a PhD

Preferred Qualifications

* 18 or more years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD, PhD)

* A minimum of 20 years of successful experience in progressive leadership roles with Client facing accountability, preferably in the Payments industry

* Functional experience in card operations, supporting highly complex clients and/or services, is a plus

* Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent

* Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment

* Strong people leader with track record of building high performing teams

* Ability to thrive leading change and manage ambiguity

* Bachelor's degree or equivalent, Graduate degree/MBA preferred

* Fluent in English and Spanish, Portuguese a plus

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $275,000 to $435,000 per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.