What does a successful Manager of Client Operations do at Fiserv?

The Manager Client Operations Support is a vital role in the Fiserv Boarding Operations organization that significantly contributes to its overall business success. The role will be accountable for a business unit to ensure that all business objectives are achieved. The person in this role is responsible for all aspects of initiating and executing strategies to drive toward the successful achievement of critical functions and objectives for our customers and associates.

This position is important and required to ensure that we take care of our clients as well as their customers. This directly follows our Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large!

What you will do

• Recruit, develop, inspire, and lead a team to effectively execute the responsibilities and expectations of their role
• Champion efforts to process improve department operations through gap analysis and leverage talent to create and execute actionable plans within budget
• Make complex decisions and recommendations under limited direction. Uses a high degree of initiative and independent judgement
• Build and use effective working relationships within own department and across departments, functions and geographic reporting lines
• Oversees associate engagement efforts and leverage the team to drive activities for the department to include various meetings
• Track performance against internal standards, SLA’s and external/industry benchmarks, using budget, forecasting, capacity planning, and workforce
• Oversee the management of metrics with a focus on continuous improvement initiatives
• Respond well under pressure and leads all levels effectively through adversity and ambiguity as a normal business condition
• Partner with Client Advisors and Team Lead in the establishment and oversight of new procedures (SOPs – Standard Operating Procedures) to address areas
• Lead and manage change in an environment that is transforming and maturing
• Create a “one Fiserv” approach to Card Services
• Develop high-potential talent, maximizing talent capabilities and building world-class teams
• Deliver against defined organizational goals of talent, strategy, and results aligned with the annual operating plan
• Ensure the team has the training, tools, processes and methodologies needed

What you will need to have

• Bachelor's Degree or equivalent work experience
• 5+ years of management experience which includes but not limited to resource management, reporting, associate development and performance management
• 5+ years of Disputes or Customer Service environment preferably within the FINTECH or Financial Services industry, driving and directing results in a world class operations environment
• Has knowledge and experience to direct the day-to-day operations through planning and delegation of tasks
• Exceptionally strong and effective written and oral communication skills; strong ability to articulate and promote ideas, plans and results to all levels of the organization
• Ability to effectively influence, communicate and work with all levels in the organization and with clients as necessary
• Strong organizational skills

Pre-employment background, credit, and drug test are required.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.