The LATAM Client Services Delivery team is responsible for driving strategic initiatives, business governance, performance management, and continuous improvement across the Payments Client Services organization in Latin America. The team partners closely with Client Service, Product, Technology, Sales, Risk, Compliance, and Implementation teams to enhance the client servicing model, support business growth, and deliver best-in-class service to our clients.
As a Client Services Delivery Associate, you will play a key role in supporting the execution of strategic priorities across the LATAM Client Services organization. You will contribute to business performance management, project governance, executive reporting, and cross-functional initiatives aimed at improving service delivery, operational effectiveness, and organizational performance. Working closely with regional and global stakeholders, you will help monitor key business and service metrics, deliver actionable insights, coordinate strategic initiatives, and support leadership decision-making.
This role requires strong analytical, communication, and project management skills, as well as the ability to leverage data, automation, and emerging technologies, including Artificial Intelligence solutions, to drive innovation, enhance reporting capabilities, and support the evolution of the Client Services operating model across the region.
Job Responsibilities
- Support the execution of strategic Client Services Delivery initiatives, transformation programs, and Global projects across LATAM.
- Manage project plans, milestones, action items, risks, dependencies, and governance routines across multiple workstreams.
- Monitor and analyze key Client Services metrics, including service volumes, service levels, productivity, client escalations, incident trends, and client health indicators.
- Produce executive presentations, dashboards, scorecards, and management reporting to support business reviews and leadership decision-making.
- Perform data analysis to identify trends, opportunities, and actionable recommendations that improve business performance.
- Partner with Product, Technology, Sales, Client Service, Risk, Compliance, and Implementation teams to support strategic initiatives and service enhancement efforts.
- Support product launches, platform migrations, regulatory initiatives, and readiness activities impacting Client Services and clients across the region.
- Identify opportunities to streamline processes, improve reporting capabilities, and increase efficiency through automation, analytics, and emerging technologies.
- Support the development and adoption of Artificial Intelligence solutions to enhance productivity, knowledge management, reporting, and operational effectiveness.
- Coordinate stakeholder communications and provide transparency on project progress, key risks, dependencies, and business outcomes.
Required Qualifications, Capabilities, and Skills
- Bachelor’s degree in business administration, Economics, Finance, Engineering, International Relations, or a related discipline.
- Fluency in English (written and verbal).
- +4 years of professional experience in a similar role. Experience in Project Management Office (PMO), Business Management, Client Services, Service Delivery, Consulting, Payments, Treasury Services, Financial Services, or related areas.
- Strong understanding of Client Services organizations, service delivery frameworks, and client servicing best practices.
- Experience working with KPIs, performance management, business reporting, and data-driven decision-making.
- Strong analytical and problem-solving skills, with the ability to transform data into meaningful insights and recommendations.
- Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.
- Advanced Microsoft Excel and PowerPoint skills.
- Knowledge of data visualization and analytics tools such as Power BI, Tableau, Alteryx, SQL, Python, or similar platforms.
- Familiarity with Artificial Intelligence, Generative AI, automation tools, and process optimization methodologies.
- Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders.
- Strong relationship-building, influencing, and stakeholder management skills.
- Intellectual curiosity, ownership mindset, strong attention to detail, and commitment to continuous improvement.
Preferred Qualifications, Capabilities, and Skills
- Spanish is a plus.