Senior Director

Overview

TSYS, a Global Payments company, is the payment stack for the future and operating in more than 75 countries around the world, we process billions of card transactions each year.

We are looking for a Senior Director - LATAM Delivery Head to be part of our team in Brazil, so if you are pursuing professional development and would like to be part of our amazing growth in Latin America & The Caribbean, apply today and join our award-winning Fortune 500 company

Key Responsibilities

Lead TSYS 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

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/Programme 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 TSYS 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

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