Senior Director - LATAM Delivery Head (Payments industry)

Responsibilities

• Lead FIS Total Issuing solutions delivery, in all its aspects, in support of the LATAM region business:
• Customer Delivery Relationship Management:
• 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
• Internal Stakeholders Delivery Management
• Serves as the "go to" person for senior internal leadership
• Builds & maintains strong, sustainable, trust-based relationships
• Acts as an escalation point for concerns or conflicts on non-routine delivery issues
• Regularly communicates delivery status, risks & dependencies to senior internal leadership to ensure ongoing alignment of priorities & expectations with business objectives
• Leads or participates in internal steering committee meetings or governance boards
• Drives & implements lessons learned for continuous improvement
• Reports monthly financial forecasts & actuals
• Supports pre-sales discussions where delivery input is needed
• Project/Program Oversight & Delivery Assurance
• 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
• Ensures billable projects yield forecast monthly revenue to meet targets
• Builds & maintains strong governance with third parties to meet delivery objectives
• Line Management
• Owns the overall achievement of solutions delivery KPIs & goals
• 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
• Relentlessly focuses on identifying & implementing opportunities to improve
• Ensure the team is appropriately resourced & skilled to meet current & future needs
• Full line management responsibility for all team members e.g. Recruitment, performance mgmt., salary decisions etc.
• Minimum 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
• Flexibility to travel
• Privacy Statement
• FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .
• Sourcing Model
• Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list

Additional Information

We are FIS - a global leader in financial technology. Our solutions power the world's economy, and our teams bring innovation to life. By connecting merchants, banks and capital markets, FIS offers more than 500 solutions and processes over 34B+ transactions around the planet. FIS is a Fortune 500® company and is a member of Standard & Poor's 500® Index. We embrace diversity to deliver the best outcomes for our colleagues, clients, and communities. If you're ready to learn, grow, and make an impact in fintech, we want to hear from you. Are you FIS?

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