Vice President, Head of Support & Shared Services LAC

  • Full-time
  • Job Family Group: Client Support Services

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The VP, Head of Regional Shared Services LAC is responsible for providing timely & efficient centralized services for clients in Latin America and Caribbean region.  It includes the responsibility for the scaled Client Success Hub services, client issue resolution of all levels, optimization services, contract management, as well as rules & client compliance management. This position reports to the LAC Head of Client Services and is part of the LAC Client Services Leadership team. This leader is responsible for a team of 60 people mostly based in Miami and Bogota, but also with team members in Buenos Aires, Mexico City, Panama City, and Sao Paulo offices 

 

This executive is accountable for meeting revenue and expenses targets and for improving client satisfaction, service delivery speed and productivity metrics. This leader is the regional Client Services representative responsible for connecting to respective CS global functions to understand, influence and follow the standards defined for each group. She/He must build and /or develop a cohesive high performing team, set direction, and apply knowledge of Visa and Visa products, systems and procedures to improve the client experience and make sure their clients are supported as expected. 

 

KEY RESPONSIBILITIES 

  • Lead the client services support functions for the Latin America and Caribbean Region. 

  • Directly manages the Client Success HUB and Technical Solutions team in the region. Supervise matrix leaders for Client Resolution, Cybersource Technical Solutions, Client Contract Management, GBO, and Rules & Compliance Management. Large team with several senior leaders placed across the region. 

  • Responsible for issue resolution standards in the LAC region and respective KPIs (NPS, time to resolve). 

  • Accountable for CS Shared Services revenue and expenses targets for LAC. 

  • Drives support strategy and initiatives to generate process & productivity improvements for CS in the region.  

  • Establishes & foster relationships with internal senior partners, both at regional and global levels, including executive management.  

  • Represent CS LAC on all operational support discussions with key internal partner organizations including CS, Sales, Product, Systems, Finance, Risk and Legal.  

  • Represents CS LAC in discussions with respective supervised functional teams at the global level 

  • 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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs. 

Qualifications

Basic Qualifications:

12 or more years of work experience with a bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD.

Preferred Qualifications:

15+ years of successful experience in progressive leadership roles with Client support and/ or operational functions in the Payments industry.

Bachelor’s degree or equivalent, Graduate degree/MBA preferred.

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

Functional experience in card operations, supporting highly complex clients and/or services.

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

Fluent in English and Spanish, Portuguese a plus

Strong people leader with track record of building high performing teams and managing senior leaders

Ability to lead change and manage ambiguity

Excellent written and verbal communications skills, proven in a senior-level, corporate environment

Strong executive presence

Ability to multi-task in a fast-paced, results-oriented, deadline-driven, matrix environment

Business acumen

Up to 10% of travel

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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 176,200.00 to 242,300.00 USD, 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.
Privacy Policy