VP, Customer Operations Support, Electronic Payments

Position Description

Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that positively effects change? Are you up for a challenge of driving the movement of money forward?

You can ?Find Your Forward" as part of our team at Fiserv, a FORTUNE? 500 member, and you will join the industry leader in financial services technology. With more than 23,000 associates around the world, we?re pushing the boundaries of what?s possible in financial services with deep expertise and a dedication to innovation.

"Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world." - Jeffery Yabuki, President and Chief Executive Officer

It is an excellent time to join Fiserv and take on a rewarding and meaningful role that helps to drive significant change in a rapidly evolving and growing organization. At Fiserv, you'll find a collaborative environment that values partnership and flexibility. Our rare combination of expertise and creative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We're helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

The Electronic Payments group provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks.

We are looking to hire a Vice President Customer Operations Support for our Electronic Payments division. This position is a critical member of the Leadership Team to interface with the business unit senior leadership teams of Biller Solutions, Card Services and Digital Channels. Using a matrix model, works with the senior leaders of these business units to develop strategic plans necessary to enable their consumer support needs. Manages client related issues and handles issues related to escalations, service recovery planning, or new client prospects. Develop client and business strategy and ensure execution by our consumer contact centers to meet our client?s expectations. Build engagement routines that optimize the interactions necessary to ensure there is business alignment and ongoing inclusion to plan and execute the servicing needs for each business unit.  The ideal candidate will have a performance-driven mindset and a passion for delivering extraordinary results for their clients. This position is professionally and personally rewarding for the leader who has the drive, ambition and confidence to embrace new challenges.

-  Abilities to master the support consumer models and develop strong product knowledge for each of the lines of business supported

-  Experience managing and driving results for Service Delivery Operations and performance optimization through client-specific internal KPIs and financials

-  Collaboration with various departments and leaders in the development and implementation of strategic plans. Has successfully worked in matrixed organizations of which there is a need to report to multiple senior leaders.

-  Results-oriented, inventive, and possesses the ability to handle pace and multiple demands and keep the team on plan despite contending priorities

-  Above average financial/business acumen, influence and organization skills coupled with strong financial acumen to ensure alignment to fiscal plans

-  Strong negotiation and influencing skills

-  Excellent verbal, written and group communication and presentation skills

-  Solid results orientation with demonstrated track record of success

-  Strong leadership presence with confidence, skills and experience to present and act as a representative to the senior leadership team

-  Business research and modeling expertise, business writing, and sophisticated presentation experience

-  Demonstrated critical thinking skills

-  Strong conceptual thinking skills

-  Resilient leadership skills with the ability to get results based upon persistence and real passion for excellence


-  Strategy Development

-  Long-range plan (LRP) and Annual Operating plan for each business Unit

-  Strategic projects including new market analysis, growth strategy, client strategy, etc.

-  Development of business cases for strategic growth initiatives

-  Cross-Business Unit strategy collaboration and support

-  Leadership support

-  Support and build models for business development activities as required

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.


-  Courageous Leadership - Someone who can lead and grow a highly motivated and successful team with a very important value in the business

-  Strategic Leadership - You will be able to provide quality recommendations for problems that might not even be defined, by understanding and analyzing complex issues

-  Client Focus - You should understand that the Business Leaders are your clients. You should be able to manage expectations and lead a team to get results while working with very demanding partners

-  Collaboration & Influencing - This person should be able to utilize communication skills to effectively influence across functions and business units as well as across different leadership levels


-  At least 2 or more years? experience managing complex client relations in the Call Center (BPO) environment (preffered)

-  A bachelor?s degree is required. An advanced degree is strongly preferred

-  A minimum of 8-10 years call center management experience (preferred)

-  Experience with call center applications & technology (preferred)

-  Current hands-on experience managing P&L?s (required)


-  Ability to travel 30%.


Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.

Company Description:

Going Up?  Today's shifting demands require a partner who shares your goals with the proven expertise to help you reach them.  For more than 16,000 clients worldwide, Fiserv is transforming the way financial services are delivered to ensure business growth.  With Fiserv, you have the power to go places.  The power within.  www.fiserv.com


Fiserv Technology Makes the Difference
Through thousands of partnerships with clients worldwide and hundreds of solutions, Fiserv touches almost every part of financial services €“ online & mobile banking, account processing, e-payments, lending, wealth management...our technology makes the difference in every interaction.


Fiserv Technology: Consumer Reach and Scale
Fiserv technology simplifies financial transactions. We enable 120 million deposit accounts, 60 million online banking users, and 23 million active bill payment users, making financial transactions easy to allow people to focus on the things that really matter: planning, living and prospering.

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