Senior Director – LATAM Delivery Head, Payments Industry

Role Overview

• Lead FIS Total Issuing solutions delivery, in all its aspects, in support of the LATAM region business
• Enables differentiated levels of service to clients by ensuring world-class delivery results
• Builds & maintains strong, sustainable, trust-based client relationships up to board level
• Serves as the “go to” person for senior client stakeholders
• Acts as an escalation point for client concerns or conflicts on non-routine delivery issues
• Regularly communicates delivery status, risks & dependencies to the client at senior levels to ensure ongoing alignment of priorities & expectations
• Leads or participates in client steering committee meetings or governance boards
• Drives & implements lessons learned for continuous improvement with clients
• Owns the successful delivery of implementations/conversions & BAU projects, ensuring they meet scope, timeline, budget and quality expectations
• Ensures timely & effective actions are taken to get amber/red projects back to green & stakeholders aligned/informed accordingly to avoid surprises
• Addresses resourcing challenges proactively
• Directs & supports team members to resolve complex issues
• Defines & monitors KPIs & SLOs to meet client commitments
• Defines & monitors expense budgets
• Builds & maintains strong governance with third parties to meet delivery objectives
• Reports progress/status against KPIs & goals to delivery leadership
• Mentors & grows delivery managers with a focus on client delivery excellence
• Fosters a culture of accountability, quality & client-focus
• Aligns delivery planning & execution to organizational processes, tools & best practices

Requirements

• Bachelor's Degree in Business, Technology or a related field
• Proven end to end project leadership experience in the payments industry is mandatory
• Experience of leading implementations with significant data migrations & integrations involving multiple clients in a virtual, multi-national cross functional team environment
• Experience of driving continuous improvements in projects/service delivery by identifying root causes, streamlining processes & aligning teams to client expectations
• Demonstrated ability to build sustainable relationships up to C level with clients
• Strong communication capabilities to effectively manage up, down & across the enterprise
• Results orientated with a track record of successful delivery to meet financial targets
• Strong understanding of delivery financials, forecasting & commercial contracts
• Proven line management experience, developing high performing teams
• Excellent written & spoken English and Spanish
• Availability to work in Campinas on a hybrid mode

Benefits

• Health insurance
• Professional development opportunities