Sr. Director, LAC Service Experience

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

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 and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing, implementation, configuration, and client tools. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Director, LAC Service Experience is responsible for delivering client and CS readiness support and deployment of Visa’s new and modified Visa products and services, Business Enhancement readiness and key strategic initiatives for clients in Latin America and Caribbean. Clients include issuing and acquiring financial institutions, merchants, third party processors, enablers, fintechs and strategic partners. This role provides functional and technical leadership for all client readiness activities for the LAC region. This lead position attracts, develops and retains talent and is responsible for building a cohesive high performing team by providing leadership, setting strategic direction, and applying working knowledge of Visa and Visa products, systems, and procedures. Candidate is a champion of diversity and inclusion and is highly effective at collaboration across functions and teams such as Product, Technology, CS, Sales and Clients. This role is a direct report to the LAC Lead for CS in addition to being part of the LAC Client Services Leadership team.

What You’ll Do, Day to-Day

• Leads the LAC Service Experience team, with direct management responsibility for Service Experience staff in the Hub and sub-regions.
• Leads and motivates a team of professionals who provide the voice of the client, project management, technical support, and client support.
• Leads all aspects of supporting client and Visa readiness for Visa’s regular system releases, large operational initiatives, and all new or enhanced products and services.
• Accountable for providing leadership to direct reports while partnering closely with Global Client Services counterparts, cross-functional leaders, and executive management.
• Establishes and fosters relationships with clients and internal stakeholders at all levels, including executive management.
• Leads by example, setting development and leadership goals for the organization, holding its team accountable for delivery of goals. Utilizes the Visa Leadership Principles and Rewards/Recognition programs inclusive of Annual Review.
• Partners across regions to leverage best practices and to provide thoughtful leadership as a member of the Global Service Experience and LAC Client Services Leadership Teams.
• Partners closely with Product and Technology teams during the design and development phases to ensure we develop products and services with streamlined client implementation in mind.
• Establishes consistent scalable pre-launch procedures for proper handoff to business-as-usual implementation approaches and ongoing support models. It intends to support client’s adoption of Visa products and services to help accelerate deployment in LAC.
• Communicates any initiatives, process, and procedures to all Client Services staff via TYSK (Things You Should Know) to ensure awareness. Makes sure global communications are adapted to the LAC region nuances and useful for local clients and regional teams.
• Develops and owns business requirements while providi