Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Functional Summary

Client Support Services (CSS) 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 & services globally, CSS 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 and configuration, and client tools. The team also provides support for Visa’s DPS, Cybersource and Authorize.net businesses. 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.

Position Summary

The Senior Vice President, Latin America & Caribbean (LAC) CSS Lead represents the global CSS organization within LAC, is a member of the LAC Leadership Team and the Global CSS Leadership team, and dual reports to the SVP of Global CSS the Regional President of LAC. The LAC CSS Lead is responsible for leading the LAC CSS team, a professional services organization with over 100 team members, some with dual reporting lines into other Global CSS functions as well.
The role is responsible for leading all CSS activities in the Region, including client readiness for new product launches and ongoing client operational support, implementation services, Visa Rules, cardholder disputes, compliance, client testing and configuration, and client tools. More specifically, this role provides functional and technical leadership for all operational activities with Visa clients including cross-functional delivery of systems and services. In addition to setting the Client Support Services direction for the LAC region, this role ensures the team partners with key internal stakeholders including Global CSS, Sales, Product, Technology, Finance, Risk and Legal to deliver against plans and goals. This leader is the Visa authority for our clients’ operational business within Visa and with our clients.
The Senior Vice President, LAC CSS Lead 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. The LAC CSS Lead is accountable for providing leadership to direct reports and partner with Global CSS partners, cross-functional leaders and executive management. 

 Principal Responsibilities/Key Results Areas

 Leads the CSS LAC organization, representing CSS on the LAC Leadership Team and representing LAC on the Global CSS Leadership Team.
• Manages all CSS staff supporting the LAC region, some of whom dual report to other Global CSS functions, requiring close partnership and coordination with other Global CSS Leads.
• Responsible for establishing and leading the budget for the LAC CSS function, including delivering expense and revenue targets within plan.
• 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 Support 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 CSS, Sales, Product, Systems, Finance, Risk and Legal.
• Establishes and fosters relationships with clients and internal partners at all levels, including executive management.
• Partners with Global CSS functions – including Client Readiness, Merchant Support, Franchise Management, etc. – to deliver critical CSS 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

A minimum of 20 years of successful experience in progressive leadership roles with Client facing accountability 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 bankcard 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

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

All your information will be kept confidential according to EEO guidelines.