Senior Director - LATAM Delivery Head (Payments industry) at Global Payments

Campinas, State of São Paulo, Brazil

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

Bachelor's degree (minimum requirement, as specified)

Responsibilities

Lead TSYS solutions delivery in all aspects for the LATAM region business
Enable differentiated levels of service to clients by ensuring world-class delivery results (Customer Delivery Relationship Management)
Build and maintain strong, sustainable, trust-based client relationships up to board level
Serve as the “go to” person for senior client stakeholders
Act as an escalation point for client concerns or conflicts on non-routine delivery issues
Regularly communicate delivery status, risks, and dependencies to clients at senior levels
Lead or participate in client steering committee meetings or governance boards
Drive and implement lessons learned for continuous improvement with clients
Serve as the “go to” person for senior internal leadership (Internal Stakeholders Delivery Management)
Build and maintain strong, sustainable, trust-based relationships with internal stakeholders
Act as an escalation point for concerns or conflicts on non-routine delivery issues with internal stakeholders
Regularly communicate delivery status, risks, and dependencies to senior internal leadership
Lead or participate in internal steering committee meetings or governance boards
Drive and implement lessons learned for continuous improvement internally
Report monthly financial forecasts and actuals
Support pre-sales discussions where delivery input is needed
Own the successful delivery of implementations/conversions and BAU projects, ensuring scope, timeline, budget, and quality expectations are met (Project/Programme Oversight & Delivery Assurance)
Ensure timely and effective actions are taken to get amber/red projects back to green and stakeholders aligned/informed
Address resourcing challenges proactively
Direct and support team members to resolve complex issues
Define and monitor KPIs and SLOs to meet client commitments
Define and monitor expense budgets
Ensure billable projects yield forecast monthly revenue to meet targets
Build and maintain strong governance with third parties to meet delivery objectives
Own the overall achievement of TSYS solutions delivery KPIs and goals (Line Management)
Report progress/status against KPIs and goals to delivery leadership
Mentor and grow delivery managers with a focus on client delivery excellence
Foster a culture of accountability, quality, and client-focus
Align delivery planning and execution to organizational processes, tools, and best practices
Relentlessly focus on identifying and implementing opportunities to improve
Ensure the team is appropriately resourced and skilled to meet current and future needs
Full line management responsibility for all team members (e.g., recruitment, performance management, salary decisions)