Vice President, Head of Support & Shared Services LAC

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.